Specialist CRM and lifecycle practice

Most marketing is noise. Be the signal

LEDRAN helps businesses build better relationships with their customers, and get more value from them. It works out what those relationships should look like, then turns that into messages people actually want to open.

Led by Ash Ledran

15 years in CRM, in-house, agency-side and with founders.

Businesses Ash has worked with

  • London Lions
  • Echo by LloydsPharmacy
  • British Basketball League
  • Nespresso
  • Clash of Clans
  • MoneySuperMarket
  • National Theatre
  • O2
  • National Trust

See the difference

This is your customer's phone.

Every channel, every brand, all at once. Somewhere in the middle, a friend is asking about the pub. Quiet the noise and see what's actually worth opening.

An example of one person's phone, across every channel.

Without a plan, a phone fills up: the same last chance by email, text and push, an advert for a sofa already bought, a 12-minute survey about a 2-minute delivery, and in among it all a friend, Ben, asking about the pub on Friday. Quiet the noise clears it all away and leaves two messages worth opening: Ben's, and one email from a coffee shop that knows your beans run out on Friday and offers to send your usual on Wednesday.

Start here

Start with a CRM audit. It begins with that pile.

Before you spend on a new platform, an agency or another campaign, find out what your CRM is actually doing, and what it's doing to your customers. LEDRAN goes through it properly and hands you a plan, in order of what will make the biggest difference.

Who it's for
Founders, CEOs and heads of marketing or CRM, whose retention programme is running but not pulling its weight. Usually because repeat purchase has stalled, the channels are planned separately, or nobody's quite sure what's running.
What you get
A prioritised plan: what's working, what to fix and what to do next.

Platforms LEDRAN works in

Using something else? Just ask.

How it works

What working with LEDRAN looks like.

Most clients start with a CRM audit. If you already know what you need, you can start with a build or interim CRM leadership instead.

  1. You get in touch.

    Tell us what's going on: the problem, the platform, the timing. A few lines is plenty, and we reply personally.

  2. We agree where to start.

    Usually on a video call, we work out whether an audit, a build or interim CRM leadership fits. The scope and fee are always agreed up front, before anything starts.

  3. We audit your CRM.

    Every journey, segment and channel you run, and the data underneath, inside your platform or alongside your team. Every message gets three questions:

    Why this? Why now? Why here?

  4. You get a plan, and we go through it together.

    Each finding says what's going on, why it matters and what to do first, plus what's already working.

  5. You decide what happens next.

    Run with it yourselves, have us build it with your team, agency or platform partner, or bring us in as interim CRM lead. If we build it, nothing gets lost between the plan and the build.

The work

Four programmes. Seven people. Mind the spam.

These four are from Ash's in-house roles, before LEDRAN. Different businesses, the same questions underneath.

Compose: write to Ash

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    Case studies

    London Lions: Record home crowds for both teams, men's and women's

    2023–24 · Sport · Ash's role, in-house: CRM, Loyalty and Fan Engagement

    • Record home crowds for both the men's and women's teams

    Turn a fast-growing audience into ticket buyers, members and loyal supporters for both the men's and women's teams.

    A club-wide result. Increased ticketing revenue and a growing fanbase alongside the record crowds. Read the case study

    Lifted Care: Two audiences, two journeys, more qualified leads

    2021–22 · Care, Series A · Ash's role, in-house: CRM Manager

    • +25% marketing-qualified leads from automated journeys
    • 50%+ increase in sales-qualified lead conversions
    • +25% website traffic month on month

    A care business at Series A needed clients looking for care and carers looking for work, two audiences who wanted very different things.

    If your business serves two sides, you need two journeys. Read the case study

    Echo by LloydsPharmacy: Medicines by post, just as the country needed them

    2019–22 · Health · Ash's role, in-house: Digital and CRM Manager

    • 30k→500k+ customers during the pandemic
    • 5,000+ new patients a month from partners
    • 350k+ patients our social campaigns built a community for

    Support a patient base growing at speed through the pandemic, with communications built on trust, accessibility and a good experience.

    Customer growth was a company-wide result in which I played a key role. The service is now LloydsDirect. Read the case study

    Berry Bros. & Rudd: Through GDPR without losing a subscriber, in a hard year for wine

    2018–19 · Wine and spirits · Ash's role, in-house: Digital Marketing and CRM Manager, leading the CRM team

    • +3% channel revenue (£2.3m)
    • +30% repeat shopper segments, year on year
    • +15% customers via email, year on year
    • 0 subscribers lost in the GDPR transition

    Grow CRM revenue for Britain's oldest wine and spirits merchant in a hard year for the industry, while moving platform and getting through GDPR without losing the audience.

    CRM team results. I led the team and the strategy. Read the case study

    What people say

    Ash has a knack for asking ‘why’. Why is the customer seeing this? Why now? That intentionality, combined with his cultural awareness and genuine care for others, makes him both a superb Strategist and a pleasure to work with. We’ve collaborated closely together at two agencies, and I was impressed by how Ash owned a more senior role: establishing Strategy as a function and making its value clear to the wider team and our clients. Colleagues often told me how speaking with Ash helped them think about CRM completely differently.

    Ciaran Macdonald, worked with Ash at two agencies

    I had the pleasure of managing Ash during his time as CRM Manager at the London Lions, and I can confidently say he was a real asset to the team. Ash approached his role with a great balance of methodical precision and creative thinking, consistently delivering strong results across his core responsibilities while always seeking ways to add value beyond his remit. His proactive mindset, attention to detail, and ability to think strategically made a real difference to our CRM & Growth efforts. Ash would be a fantastic addition to any team, and I’m excited to see what he achieves next.

    Jerome Quartey, Former Marketing Director, London Lions, now at NBA Europe

    I had the pleasure of working alongside Ash. He has a rare combination of sharp strategic insight and genuine kindness. He's endlessly full of ideas, and he brings real depth of knowledge to every problem, but what stood out to me most was how generously he shared it. He was always eager to help more junior people, taking the time to explain his thinking, answer questions and make sure people felt included. He's also clearly motivated by the work. His energy is contagious and his calm, approachable demeanour made him a pleasure to collaborate with. Any team would be lucky to have Ash. I'd happily work with him again.

    Emma Leane, Former colleague

    Ash is an absolute master when it comes to CRM strategy and operations - his commitment to juggling multiple problems with keen execution is second to none. Ash is a firm believer in outcomes, and always looks to understand the details in what makes a campaign tick, highlighting successes and adjusting losses in a proactive manner.

    Ryan Jans, Worked with Ash

    I've been lucky enough to work with Ash on a number of projects over the years and one thing has defined the experience every time. Passion. Ash loves what he does. He's that hands-on person you need in a team and someone you can always turn to for an honest chat both professionally and personally. Knowledgable, insightful and a pleasure to be around, I would recommend Ash wholeheartedly.

    David Oswald, Account Director, agency

    Working with Ash always encouraged me to see the bigger picture. His experience across CRM and strategy, combined with his strong interpersonal skills, makes him a valuable asset to any team. He brings a thoughtful, solutions-focused approach to his work, takes ownership of challenges and consistently gets the best out of those around him.

    Thomas Andrews, Application Specialist

    Working with Ash was a pleasure, he had a great ability to turn a scrap of paper into something which told a story to our key audience. A real creative thinker, Ash always had the time to help and consistently delivered work to a very high standard.

    Andrew Marshall, Innovator, Gladstone Sports Software

    About

    A note from Ash.

    I read marketing the way your customers do: quickly, on my phone, mostly deleting. LEDRAN exists to make the messages that survive that.

    I've spent 15 years in CRM and lifecycle marketing, from three sides: in-house at Berry Bros. & Rudd, Echo by LloydsPharmacy, Lifted Care and London Lions; agency-side for brands like Nespresso, MoneySuperMarket and the National Theatre; and with founders at Lucky Saint, WaterRower, Eleat and Bird. LEDRAN is independent, and I do the work myself, so the person you brief is the person who does it.

    I'm a quiet leaver. I almost never unsubscribe, I just stop opening. That's where LEDRAN's three questions come from. I've talked about email and digital transformation at Webbdagarna in Stockholm, too.

    If all that has taught me anything, it's this: technology rarely fixes anything on its own. People do.

    More about me · Surrey, an hour from London · Remote or on site · LinkedIn

    Ash Ledran in a white T-shirt, cap and round glasses, against a pink wall

    Get in touch

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