Case Study: Russia’s largest internet retailer improves customer retention and marketing ROI with FutureLab

a major internet retailer improves marketing ROI and retention in a 6-week FutureLab strategy sprint

Futurelab worked with Russia's largest internet retailer, which faced shareholder pressure to become profitable after a decade of rapid growth. The challenge was to shift focus from customer acquisition to retention and to develop a new, customer-centric marketing strategy to drive relationships and profit.

Futurelab's solution involved a six-week Immersion phase to study operations and identify opportunities to increase transaction value and repeat purchases. They provided an ambitious long-term customer strategy and a complete implementation program with tools and training. The strategic recommendations were approved 100% on first presentation. With Futurelab's support, the retailer is now executing the plan, improving marketing ROI and increasing customer retention.