Customer Reactivation & Retention
Previous customers go dormant while the business keeps paying to acquire new ones.
What it does
Identify the right customer segments, create controlled re-engagement journeys, and route interested customers back into the sales process.
Signs you need it
- You spend heavily on new leads while past customers gather dust
- No one reaches out after the first sale unless the customer does
- You couldn't say which customers have gone quiet in the last year
- 'Repeat business' happens by luck, not by design
How it works
Four steps, start to finish.
Dormant customers are identified
Past customers who've gone quiet are found and grouped by value and behaviour.
Segments are built
Customers are segmented so the right message reaches the right group, not one blast to everyone.
Re-engagement runs, with consent
Personalised, consent-respecting outreach invites the right customers back.
Interested ones return to sales
When someone re-engages, a person takes the conversation from there.
Human vs. automated
Where the line is drawn.
Automated
- Identifying and segmenting dormant customers
- Running controlled re-engagement journeys
- Monitoring responses and respecting suppression
Human
- The conversation once a customer re-engages
- Judgement on which segments to approach and how
How it's measured
Measured against what matters.
- Customer-reactivation rate
- Revenue recovered
- Repeat-purchase rate
- Cost per reactivated customer
- Customer lifetime value
Targets are agreed against your current baseline before anything is built, these are the categories we track, not a promise of a specific number.
The customers you've already earned are the cheapest revenue you'll ever find. Reactivation treats them that way, with consent controls built in from the start.