Case Study: Luxury Department Store achieves 4.3x ROI in 6 months with Custora

Luxury department store generates 4.3x roi in their first 6 months using custora

This nationally recognized luxury department store—known for pioneering merchandising and elevating the in-store experience—faced a competitive retail landscape and an inefficient “batch-and-blast” marketing approach. Their BI team spent months extracting lists of “active purchasers” from the CRM, leaving marketers without real-time, predictive segmentation to deepen brand engagement and boost customer loyalty.

By implementing Custora, the retailer consolidated channel data, applied predictive models, and gave marketers weekly, real-time access to Segmentation Studio to build targeted segments (churn risk, product affinity, etc.). The team launched more than seven initiatives—including a successful affinity program that personalized email content—and in the first six months achieved a 4.3x ROI and a 6% average revenue-per-customer lift from the affinity program.