Customer Winback

🎯 The winback playbook

This page surfaces every customer who has shown any sign of leaving us, or who has gone quiet for too long. Detection uses an aggressive (wide-net) threshold — better to call one too many than to miss someone. Four cohorts, each with a different play:

LOST = explicit "we're going elsewhere" language  ·  AT-RISK = AR 30+, cancelled job, refund / complaint, or SP member gone silent 6+ months  ·  LAPSED = repeat customer who hasn't been touched in 12+ months  ·  UNCONVERTED = estimate quoted but never booked.

Total recovery target across all cohorts: …