The mood across retail in 2025 could best be described as… tense smiles and budget spreadsheets.
Back in 2023, we wrote a blog on this very topic — How Retailers Can Do More With Less — and much of that advice still holds today. What’s changed is how retailers are putting these bits into action!
It’s no secret that the UK economy is still finding its footing, and shoppers are being more mindful with their money. But it’s not all bad news; households are now twice as likely to save compared to pre-pandemic times, which means that when they do spend, they’re doing it with more purpose and confidence.
If there’s one thing the past few years have shown us, it’s that challenging times often spark the best ideas. (I mean, Matthew, our Co-Founder, formed WeDoCRM in the middle of a pandemic!) We are seeing that retailers are proving that once again, finding new, creative ways to do more with less. And this time, it’s all the new tech that’s helping make it happen.
The mantra for 2025 and the next few years? Do more with less. And no, that’s not just wishful thinking or a line from some motivational poster. In the world of CRM, it’s real, it’s achievable, and honestly… It’s kind of exciting!
So, how can retailers make an impact in this climate?
Our answer remains the same: do more with less, and here’s how you can do it.
How to Boost Repeat Purchases and Lower Customer Acquisition Costs
We are nearing the end of the year, and customer acquisition costs continue to climb. Re-engaging and reactivating the existing customer base is so much more cost-effective than chasing new customers. They already know your brand, trust you and are far more likely to convert than a cold prospect.
The first purchase is just the start of the story. After that, the odds start stacking in your favour.
- There’s a 27% chance they’ll return.
- After a second purchase, that jumps to 49%.
- By the third purchase, the likelihood climbs to 62%.
In other words… and percentages from Semrush – every repeat order isn’t just a sale, it’s a step toward a loyal customer (and we know in retail it’s not just about the holiday hype, it’s about how you make every customer count.)
WeDoCRM’s key retail strategies to try:
1. Meet customers where they are with multichannel marketing — email, SMS, app notifications, social. Don’t rely on a single channel; use them all! You can read more about Multi-channel and omni-channel marketing in our recent article.
2. Set up triggered campaigns based on customer actions (or inaction). A well-timed winback campaign after 60 or 90 days of dormancy can be incredibly effective.
3. Personalisation is important, and you can do this by using your data. Segment your audience and tailor messaging based on purchase history, browsing behaviour, and preferences. You can read our article about CRM, personalisation and customer journeys that should help you.
4. Your most loyal customers deserve your attention, so optimise your loyalty programmes. Make sure they’re getting value — exclusive offers, early access, personalised rewards — that keep them coming back.
You’ve already got customers sitting in your CRM / ESP platform. The holidays are prime time to show them some love. From Black Friday to Christmas, smart, timely messages that reward loyalty beat expensive campaigns chasing new faces — every time.
Retailers Embrace AI in 2025
It’s true, AI just got a whole lot friendlier, and it’s everywhere, so no need to have that sinking feeling when it’s brought up. Since 2023, it’s gone from being fancy tech for the giants to something now any retailer can use. Cloud platforms, plug-and-play integrations, and smarter algorithms mean you don’t need a team of data scientists in lab coats to make it work.
According to PwC’s Retail Outlook 2025, retail tech investment is expected to grow by about 10% per year between 2024 and 2028. It means tools like AI and omnichannel platforms are becoming more mainstream, and it’s the ultimate way for retailers to do more with less, and your CRM platform is the perfect launch pad. But let’s translate that into what you can actually do…
WeDoCRM’s key retail strategies with AI:
For example, AI can analyse purchase history in your CRM to deliver hyper-relevant recommendations, trigger follow-ups, or send loyalty rewards automatically. But that’s just the start. It can adjust prices based on inventory and demand, even predict which customers might churn. Then there is our personal favourite… Fraud detection. Using machine learning, AI can spot suspicious activity before it becomes a problem. We really love this side of AI; fighting fraud helps so many businesses across every industry.
And finally… AI-powered chatbots, you may love them or you may hate them, but they really do handle routine queries effortlessly, freeing your team for the work that really matters. Chatbots powered by AI can handle common queries, literally = doing more with less.
What Retail CRM Will Look Like in 2026
From our perspective as a CRM agency, here’s where we see the future heading:
By 2026, you won’t be able to talk CRM without AI. Automation will handle everything from inventory to customer journeys, while AI delivers smarter personalisation and forecasts so you always know what your customers want. With that, there is data, the brands that truly understand their customers will be the ones customers stick with, as we have said, loyalty beats acquisition!
By 2027, we think mobile will drive the majority of e-commerce. Apps won’t just sell products; they will offer loyalty rewards, exclusive deals, and payment and tracking all in one place.
Strategic Questions and Advice for Q4 and 2026
Our advice for anyone this Q4 is to think LTV, not just revenue. It’s tempting to chase big revenue numbers in Q4, and yes, they look impressive in year-end reports. But revenue without profit is just noise, and customers without loyalty are just future churn.
WeDoCRM recommends for 2026:
- Using data to segment customers and deliver differentiated experiences based on value, not just blanket discounts
- Protecting margin through strategic promotions, bundling, and value-adds rather than racing to the bottom on price
- Testing and learning now so you can optimise in real-time during Q4, not scramble to react
- Acquiring the right customers — those who will stick around in January, not disappear until next Black Friday
- Building loyalty and emotional connection through exceptional experience, not just transactional discounting
- Creating exclusive moments that make customers feel valued, not just targeted for their money
We’ll be sharing our full recommendations on boosting customer lifetime value and practical retail tips for BFCM in our upcoming webinar with Bloomreach. We’ll be covering best practices, top tips, and award-winning case studies that will inspire you for what 2026 can bring.
When: Wednesday 19th November at 1pm (GMT)
Register here: Reimagining Retail CRM for Black Friday
In the meantime, if you need help accessing your data, building predictive models, or designing smarter Q4 strategies, we would love to hear from you! Get in touch.
