Award-Winning eCommerce CRM Agency — Customer Journey & AI CRM Experts

Leading global eCommerce CRM agency. Andzen specialises in designing and optimising Customer Relationship Management strategies for direct-to-consumer (DTC) and eCommerce brands. Since 2012, we’ve partnered with hundreds of eCommerce businesses to unlock the power of strategic CRM, transforming customer interactions into sustainable growth.

As Klaviyo Master Elite Partners and Klaviyo Agency Partner of the Year, we bring recognised expertise, proven methodologies, and AI-powered insights to every engagement. Whether you’re building your CRM foundation or refining a sophisticated strategy, Andzen is your dedicated eCommerce CRM agency.

What Is an eCommerce CRM Agency?

An eCommerce CRM agency specialises in designing, implementing, and optimising Customer Relationship Management systems and strategies specifically for online retail and direct-to-consumer businesses. Unlike enterprise CRM solutions designed for large-scale B2B operations, eCommerce CRM focuses on customer lifecycle management across email, SMS, and multi-channel platforms.

eCommerce CRM agencies help brands:

• Map and optimise the complete customer journey from awareness to advocacy
• Segment customer databases by behaviour, purchase history, and lifecycle stage
• Design and automate personalised marketing campaigns
• Improve customer retention, lifetime value, and loyalty
• Ensure email and SMS deliverability across major inbox providers
• Audit existing systems and identify optimisation opportunities

At Andzen, we specialise in eCommerce CRM using industry-leading platforms like Klaviyo, enabling brands to deliver personalised experiences at scale.

Expert CRM Audits — Unlock Hidden Growth Opportunities

A comprehensive CRM audit is the foundation of any successful optimisation strategy. Our CRM audit services examine every element of your customer relationship management infrastructure to identify gaps, inefficiencies, and opportunities.

Our CRM audits cover:

• Data quality and segmentation architecture
• Email and SMS campaign performance and compliance
• Automation workflows and customer journey mapping
• Deliverability analysis and inbox placement rates
• Platform integrations and technical configuration
• Compliance with GDPR, CASL, and anti-spam regulations
• Competitive benchmarking and industry best practices

A thorough CRM audit provides a clear roadmap for improvement, ensuring your investment in eCommerce CRM delivers measurable returns. Our team reviews your systems, documents findings, and prioritises recommendations based on business impact and implementation feasibility.

Customer Journey Optimisation — From Awareness to Advocacy

The customer journey is at the heart of effective eCommerce CRM. We specialise in mapping, analysing, and optimising every touchpoint where your customers interact with your brand—from first awareness through to repeat purchase and beyond.

Our customer journey services include:

• Journey mapping workshops and stakeholder alignment
• Lifecycle stage identification and segmentation
• Automated trigger-based campaign design
• Personalisation strategies across email, SMS, and web
• Customer experience (CX) analysis and recommendations
• Retention marketing program design
• Win-back and re-engagement campaigns

By optimising the customer journey, brands typically see improvements in email open rates, click-through rates, conversion rates, and overall customer lifetime value. We combine data analysis with customer insights to design journeys that feel personal and relevant.

Advanced Segmentation & Automation — Deliver Personalised Experiences at Scale

Effective eCommerce CRM depends on sophisticated segmentation and intelligent automation. Rather than treating all customers identically, segmentation allows you to tailor messaging based on customer behaviour, preferences, purchase history, and lifecycle stage.

Our segmentation and automation expertise covers:

• Behavioural segmentation and RFM analysis
• Purchase history and product affinity segmentation
• Email automation workflows (welcome series, abandoned cart, post-purchase, re-engagement)
• SMS automation strategies and compliance
• Dynamic personalisation and content blocks
• Conditional logic and progressive profiling
• Performance tracking and continuous optimisation

Well-designed automation reduces manual effort while improving customer experience. Customers receive timely, relevant messages when they’re most receptive, driving higher engagement and conversion rates.

Deliverability Management — Ensure Your Messages Reach the Inbox

Email deliverability directly impacts eCommerce CRM success. A well-designed campaign is ineffective if it lands in spam folders. Our deliverability management services ensure your emails consistently reach customer inboxes.

Deliverability services include:

• Authentication protocol setup (SPF, DKIM, DMARC)
• Email list hygiene and validation
• Sender reputation monitoring and management
• ISP-specific testing and troubleshooting
• Unsubscribe and preference centre optimisation
• Spam complaint rate management
• Ongoing monitoring and improvement recommendations

Poor deliverability is often a hidden cost for eCommerce brands. We diagnose and resolve deliverability issues that may be silently limiting your email marketing impact.

Why Choose Andzen as Your eCommerce CRM Agency?

Award-Winning Partnership & Recognition
Andzen holds Klaviyo Master Elite Partner status (first in APAC region, fifth globally) and was awarded Klaviyo Agency Partner of the Year. This recognition reflects our consistent delivery of strategic, technical, and business expertise.

Deep eCommerce Expertise
Since 2012, we’ve focused exclusively on eCommerce and DTC brands. We understand the unique challenges of online retail—seasonal campaigns, inventory management, customer acquisition costs, and retention metrics.

Global Reach, Local Knowledge
With offices in Brisbane, Sydney, Toronto, Edmonton, Richmond VA, Berlin, Malaga, Lima, and Manila, we serve global brands while understanding regional nuances and compliance requirements.

Comprehensive Service Offering
From CRM audits and customer journey design to email deliverability and loyalty programs, we provide end-to-end eCommerce CRM solutions. Our integrated approach ensures consistency across all customer touchpoints.

Proven Methodologies
We combine industry best practices with proprietary frameworks developed through hundreds of eCommerce engagements. Every strategy is tailored to your business model, competitive position, and growth objectives.

AI-Powered Insights
Our AI CRM approach integrates artificial intelligence into customer relationship strategies, enabling smarter segmentation, predictive analytics, and personalisation at scale.

eCommerce CRM Services We Specialise In

• Klaviyo Email & SMS Marketing — strategy, setup, optimisation, and ongoing management
• CRM Audits — comprehensive assessments and actionable recommendations
• Customer Journey Optimisation — mapping, design, and continuous improvement
• Retention Marketing Programs — strategies to increase customer lifetime value
• Loyalty Programs — design and implementation of rewards and engagement initiatives
• Segmentation & Automation — advanced strategies for personalised customer experiences
• Deliverability Management — ensuring consistent inbox placement
• Review Generation Campaigns — driving customer feedback and social proof
• Shopify Plus Integration — seamless platform integration and optimisation

Ready to Transform Your eCommerce CRM?

Whether you’re exploring CRM for the first time or looking to optimise an existing system, Andzen is here to guide your eCommerce brand toward sustainable growth.

Let’s start with a conversation about your customer relationship goals. Contact our team today to discuss how strategic eCommerce CRM can unlock new revenue and strengthen customer loyalty.