Overlapping CRM campaigns were nudging the same customer repeatedly and burning WhatsApp spend.
A decision engine that picks the single best next action for each customer each cycle, sends it, and measures it.
Overlapping CRM campaigns were nudging the same customer repeatedly and burning WhatsApp spend.
The problem wasn’t more channels. It was the lack of one owner for the next action. Turn it from many campaigns into one decision, made per customer, per cycle.
I replaced the campaign workflows with one decisioning system that picks the best next action per customer per cycle.
More nudges is not more retention. The win was deciding when not to message someone, which cut waste and protected the relationship.
Open the full architecture, modeling, validation and lessons.