Client Reactivation for E-commerce & Retail
Re-engages former customers who have churned or gone inactive, guiding them back to an active customer relationship.
Includes Australian Consumer Law (ACL) compliance features, GST calculations, and product safety record management.
Workflow Stages
Candidate Identification
Analyze the dormant customer database to identify high-potential reactivation candidates.
Inputs
- Dormant customer database
- Historical revenue data
- Churn reason records
Outputs
- Prioritized reactivation list
- Candidate profiles with history
- Segment-specific messaging recommendations
Outreach Campaign
Launch personalized outreach to reactivation candidates through appropriate channels.
Inputs
- Reactivation list
- Outreach templates
- Special reactivation offers
Outputs
- Outreach communications sent
- Response tracking initiated
- Interested prospects identified
Decision Points
- • Which channel is most effective for each candidate?
Re-Discovery Team sync
Meet with interested former customers to understand their current needs and what has changed since they left.
Inputs
- Former customer history
- Current product or service updates
- Re-discovery team sync guide
Outputs
- Updated needs assessment
- Fit evaluation
- Reactivation proposal outline
Decision Points
- • Is the former customer a good fit for current offerings?
Reactivation Proposal
Prepare and present a tailored proposal addressing the former customer current needs with any reactivation incentives.
Inputs
- Updated needs assessment
- Reactivation incentive guidelines
- Proposal template
Outputs
- Reactivation proposal
- Incentive package details
- Presentation delivered to customer
Contract and Re-Onboarding
Execute the reactivation contract and begin re-onboarding the customer.
Inputs
- Accepted proposal
- Contract template
- Onboarding checklist
Outputs
- Signed reactivation contract
- Re-onboarding initiated
- Customer account reactivated in all systems
Frequently Asked Questions
What if the customer left due to a service issue?
The outreach acknowledges the previous issue, explains what has been improved, and may include additional safeguards or service guarantees to rebuild trust.
How long after churning is a customer eligible for reactivation?
Customers become eligible for reactivation outreach 90 days after their service end date, allowing enough time for circumstances to change.
Are reactivation offers different from standard pricing?
Reactivation offers may include limited-time discounts, waived setup fees, or other incentives approved by management to encourage return.
Ready to implement this workflow in your business?
Our team can implement this workflow into your business operations with custom tools and training.