return on investment
(in a 6 monthly CRM campaign)


overall response rate
(in a 6 monthly CRM campaign)


average uplift on control group
(in a 6 monthly CRM campaign)


Increasing market share through targeted CRM

The Challenge - Benchmarx, the kitchen and joinery merchant, and part of the Travis Perkins Group needed to increase their market share in a marketplace dominated by Howdens.

The Solution - ewe helped Benchmarx to develop a CRM strategy to regulate customer spending. The fully automated CRM programme harvested the maximum spend from customers using sophisticated personalisation and automotive techniques. As customers dipped in and out of spend, the targeted DM was able to either maintain their spending pattern or put them back on a ‘healthier’ journey.

The Results – The CRM programme took customers on a radical new journey presenting a much stronger image of Benchmarx. Because customers received messaging that was relevant to them, that was re-enforced on different channels, customers could understand the brand very easily and ultimately  became more confident with their products and services. The new programme focussing on relevancy forged trust in the brand, and gave Benchmarx a bigger bite of the cherry in a heavily competitive market.

A thorough CRM programme significantly changed the spending habits of thousands of Benchmarx customers. The true benefits of realistic segmentation, CRM automation and business engagement can be seen in the significant ROI.


Sarah Tull
Marketing Manager