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Building Customer Relationships at Scale

SaaS Marketing Case Study

Project Summary

During this project, we provided B2B SaaS marketing services for an integrated loyalty platform. Our goal was to establish it as the category leader in omnichannel customer retention.

The Market

Helping Retailers Build a Loyal Customer Base

The retail ecosystem is evolving quickly. Changing trends, economic volatility, and new chanels for product discovery have made customer retention more important than ever. The ability to scale it has always been a challenge, though. It takes an understanding of shoppers' unique behavior as well as the ability to reach out with relevant and personalized communication in real time. The key is rich consumer data integrated across multiple touchpoints.

The Client

bLoyal's integrated loyalty platform leverages customer behavioral and purchase data to deliver the right incentives and promotions to the right customers at the right time to drive the purchasing decision.

The Challenge

Reaching Out to a Wider Audience

For retailers who need to offset customer acquisition costs with lifetime value, customer retention software has become a critical part of the business landscape. Finding buyers in the space means differentiating its omnichannel platform from the proliferation of near-peer competitors, though.

The Strategy

Driving Advocacy in the Loyalty Space

Our strategy positioned the company at the vanguard of newer, more impactful omnichannel loyalty platforms that could be used for managing customer relationships at scale.

A Full-Stack Team

As a small sales-based team with little marketing infrastructure to speak of, the company acquired many of its clients through conferences, referrals, and strategic partnerships. To implement the new strategy, it would need a full-stack marketing resource that could partner with its sales leaders without overwhelming them. Catalyst offered a packaged marketing solution that included strategic, creative, and technical resources. Our capabilities allowed the company to implement a marketing strategy without the cost of bringing it in house.

SaaS Marketing Services

Branding

Our branding deep dive resulted in messaging that appealed to a wider audience, but differentiated it from adjacent, less technically capable unintegrated solutions. Work included a reimagined visual and editorial identity packaged into a set of brand standards that could be used to guide the organizations overall style, grow recall, and maintain consistency.

Content

Our team helped the company build a wide array of content, from sales materials to thought leadership like blogs, whitepapers, and webinars. We created additional explainer videos demonstrating the product as well as supporting digital and communications efforts including sales enablement.

Digital

We updated the company's digital footprint starting with a new sales-optimized website including SEO and integration to its CRM. We mapped a comprehensive sales funnel and focused on demand generation activities that created broad awareness of the company as a leader in the consumer loyalty space through owned, earned, and paid media.

Communications

We shaped and delivered messaging about the company's latest features and capabilities through social media, email marketing, and public relations. Our work included ongoing marketing automation, customer engagement reputation management, and internal customer retention communications.

A Partnership Driven by Deep Collaboration

Our integrated project team embedded with the company's sales department, delivering managed services as well as tactically-based campaigns. Our data-driven process started with ongoing monthly reporting on a wide range of digital marketing and communications KPIs. We discussed and collaborated through regular office visits, email, and video conferencing tools, iterating strategy through consensus and driving sustainable results.

The Outcome

The Growing Leader in Omnichannel Loyalty Marketing

Catalyst helped the brand redefine itself as the category leader in omnichannel loyalty attracting clients like Tommy Hillfiger, Pet Barn, and Landry's. It now partners with Catalyst as an agency-of-record and refers its clients for integrated loyalty and ecommerce solutions.

300%

Increase in leads generated through its website traffic

27%

Growth in penetrating into new markets, including

500+

Unique pieces of collateral supporting its sales process

Quote

"Working with Catalyst was a great experience. They're a super knowledgeable team and their project management is on point. It's one of the better agency experiences I've had in NYC as it's a very personable operation. We worked directly with one of the founders on strategy and their team obviously has a lot of experience."


Micahel Nelson

Director of Sales & Marketing

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