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Ecommerce and D2C brands · CRM

Keep every customer, wholesale buyer and gifting enquiry in one place you control.

A CRM for a D2C brand is the record that joins the store order, the marketplace buyer, the support chat and the wholesale conversation to one person or company. GullySales sets up the fields, stages and rules so the team can see who bought, who stalled and who needs a message.

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Scope, fee, reporting and term are agreed in writing after we have read your brief and spoken to you.

Realistic editorial illustration of ecommerce and d2c brands at work in the United States

What CRM means

A CRM is the record where every enquiry, call and quote is kept against a customer, replacing separate notebooks, spreadsheets and memory. GullySales sets up or cleans an existing CRM and reports from it by enquiry outcome rather than by activity logged.

Also for ecommerce and D2C brands

Sales and marketing for ecommerce and D2C brands, the overview.

Last updated 5 Oct 2026.

For ecommerce and D2C brands

Where it usually goes wrong, and what we would do.

  • “The store holds orders and nobody holds the relationship”

    Shopify, WooCommerce or a similar platform records what was bought. It does not record that a buyer asked about bulk pricing on chat, or that a corporate gifting enquiry went quiet. Those sit in inboxes, and the brand forgets them.

  • “Marketplace customers never reach your list”

    A sale on Amazon or Flipkart arrives without an email address you may market to. A CRM cannot fix that, but it can record what the brand does hold, and push the buyer toward a card insert or a registration page that captures consent.

  • “Wholesale and corporate enquiries need stages, not a folder”

    A regional retailer asks for a line sheet, then terms, then a sample. A company wants branded gift boxes for a festival. Each moves through steps. Without stages, the buyer who asked in March is simply forgotten by April.

  • “One customer appears as three records”

    The same person orders with one phone number, pays with another and writes to support from an email address. Without a merge rule the repeat buyer looks like three first-time buyers, and the retention numbers lie.

What we do

What we deliver for ecommerce and D2C brands.

Every deliverable, what it covers for you, and the result it is there to produce. Nothing here is an extra.

  1. Customer record design

    The fields that matter for a D2C brand: first product, order count, payment mode, city, return history, consent status and source.

    Result: A new order lands on a record with every field filled by rule.

  2. Wholesale and gifting pipeline

    Separate stages for line sheet sent, sample sent, terms agreed and first order placed, with an owner for each enquiry.

    Result: Every open enquiry has a stage, an owner and a next step.

  3. Duplicate and merge rules

    A written rule for matching phone, email and address so one person is one record.

    Result: Repeat buyers are counted once.

  4. Connection to store and messaging tools

    Order, cart and support events passed into the CRM so nobody types them twice.

    Result: An order placed today shows on the record without manual entry.

  5. Saved lists for the team

    Views such as buyers due to reorder, returned twice, or wholesale enquiries untouched.

    Result: The team opens a list rather than building a filter each time.

  6. A short operating guide

    One page on who updates what, what a stage means and when a record is closed.

    Result: A new hire can follow the guide on the first day.

How the result is measured

  • Enquiries logged in the CRM
  • Data completeness
  • Reports generated from CRM data

Recorded as a baseline before work starts, so every later report has an honest comparison.

Read the full CRM implementation and customisation page

Fields worth keeping

What to store on a D2C customer record so the next message knows who it is for.

First product bought
Filled by the store order. It tells you which product brought the buyer in and which to suggest next.
Payment mode
Prepaid or cash on delivery, filled from the order. It lets you confirm cash orders by message and treat the two groups separately.
Return history
Filled by the support team when a return is logged. A buyer returned twice should not get the same offer as a repeat reorderer.
Consent and source
Where and when the buyer agreed to hear from you, filled at sign-up. It is the proof you need before any email or chat message.
Wholesale stage and owner
Line sheet sent, sample sent, terms agreed, first order. A named owner means no trade enquiry sits without a next step.

Who it is for

This is written for these ecommerce and D2C brands.

  • Single-product and founder-led D2C brands
  • Apparel, footwear and accessories brands
  • Beauty, skincare and personal care brands
  • Supplements, food and beverage brands
  • Home goods, furniture and higher-value considered purchases
  • Subscription and replenishment brands
  • Brands selling on Amazon and their own Shopify store
  • Wholesale-first brands building a direct channel
  • Brands past their first million with no in-house marketing team

Not for

It is not the right fit if.

  • Your orders arrive on a marketplace that does not share buyer details, so a store-side record would stay almost empty
  • Nobody will enter wholesale enquiries after a call, so a pipeline would show stages the team never moves

How it works

How the CRM work runs

The work itself, in order. How an engagement starts, from your brief to a written scope, is set out on our method page.

  1. 1

    Map the sales process

    We sit with the people who sell and write down how a deal moves from enquiry to payment, including where it stalls.

  2. 2

    Agree stages, fields and owners

    Each stage gets a name your team already uses and a proof that the deal has left it. We agree which fields are required at which stage, and who may change what.

  3. 3

    Build on a copy

    Pipeline, fields and views are built on a trial copy where the CRM offers one, or in a separate pipeline where the plan allows. Live work stays untouched.

  4. 4

    Connect channels, then switch on automations

    Channels are connected first. Each automation is then switched on separately, so a misfiring rule is easy to find.

  5. 5

    Test with real deals

    The people who will use the CRM run open deals through it. Gaps are fixed before the whole team switches over.

  6. 6

    Switch over and trim

    Once real use shows which fields stay empty and which stages nobody uses, those are cut and the handover record is updated.

Where this fits

Three pieces of sales work, in this order.

This work sits inside sales management. A target, a review routine and someone who owns the number.

  1. Step 1

    Sales audit

    Find where deals are being lost and what to fix first.

    Start here if you cannot say where orders are lost.

  2. Step 2

    Sales process design

    One written way to sell, from first enquiry to repeat order.

    Start here if every salesperson sells differently.

  3. Step 3 · you are here

    Sales management

    A target, a review routine and someone who owns the number.

    Start here if the team has targets and no routine.

Tell us what you need Your brief is read before we call. Scope, fee and term in writing.

FAQ

Questions owners ask before they call.

Not here? More answers, or ask on WhatsApp.

Tell us what you need
Do we need a separate CRM if the store platform already has customers?
The store knows orders. A CRM adds wholesale, gifting, support context and stages. If your volume is small, a well-structured sheet or the store's own tags can serve first, and we will say when a move is justified.
Which CRM should a D2C brand choose?
The one your team will update. We compare tools such as Zoho CRM, HubSpot and the tools built into your store or messaging platform against your enquiries and budget, then recommend a fit. We are not tied to one.
Can we keep marketplace buyers in the CRM?
Only what the marketplace permits you to hold and use. Check each marketplace's current rules, and keep records of consent for any message you send outside the platform.
Who should be allowed to edit customer records?
Give edit rights to the people who handle orders, support and trade enquiries, and view rights to the rest. A buyer's consent status and return history are sensitive, so a short list of editors keeps one wrong change from reaching the next message.
How much does it cost?
There is no price list, because the work differs by business. The fee is scoped after we have read your brief and spoken to you, and put in writing before anything starts, split into our time, your media spend and production.
How long is the contract?
The term is agreed in writing after we have spoken, along with the fee and the reporting. It is never a default twelve months, and renewal is decided on the numbers against the baseline recorded at the start.
How soon will we see results?
It depends on the trade, the channel and what is already in place. After we have read your brief and spoken to you, we say what we would expect to move first and how it will be measured against the baseline. Nothing here is guaranteed.
Who will actually do the work?
The person you speak to before anything starts. We work from one office in Nagarbhavi, Bengaluru, with no account managers in between.
What do you need from us?
Your brief, and a conversation. After that, access to whatever this work touches, such as your website, your accounts or your enquiry record, and time with the people who handle your enquiries.
What if we are not happy with the work?
Tell us and the plan changes. Everything is reported against the baseline, so a number that is not moving is visible to both sides. The term is in your written scope, and the refund and cancellation policy sets out the rest.

From the blog

Further reading for ecommerce and D2C brands.

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More for ecommerce and D2C brands

Everything else we would do for you.

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Or start from the overview: sales and marketing for ecommerce and D2C brands.

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