Keep customers coming back

Database Reactivation

Give people who already know you a relevant reason to reconnect.

We review your existing database, separate old enquiries from former customers and run a focused campaign where there is a suitable opportunity.

Discuss this service Explore the scope ↓

Our booking page calls this a Growth System Review. You can use the session to discuss and buy this service on its own.

An old contact can still have a current need.

Someone postponed a decision. A former customer may be due for another service. Those are different relationships, and a useful campaign starts by understanding why each group might hear from you now.

Old enquiries

98 conversations reopened from about 500 six-month-dormant real-estate leads in one vendor SMS pilot.

An older-enquiry campaign starts with list history, contact permission and a reason to reconnect. Your own unclosed-list count remains the first diagnostic.

An anonymous real-estate team and SterlingAI selected about 500 leads dormant at least six months for an SMS pilot. The vendor reports 98 reopened conversations and 23 interested prospects, not completed sales. This is an unaudited self-report with no comparator; it cannot predict a local business’s win rate.

Source: SterlingAI real-estate reactivation case study · Study context and citation →

Old enquiries

Your list No benchmark needed. The number is how many unclosed inquiries and estimates are in your database and how long since they heard from you.

Old enquiries need a separate list assessment and a relevant reason to reconnect.

This is a count to establish from your own unclosed enquiries and older estimates, not an external benchmark.

From your own records · No external benchmark

Former customers

27% of former customers targeted with win-back offers returned in one US telecom study.

Use purchase history and the reason for leaving to shape a former-customer invitation, separately from old unclosed enquiries.

Kumar, Bhagwat and Zhang studied one US telecom provider: 14,384 of 53,729 targeted former customers returned after win-back offers. Average time since departure was 3.4 months. This observed 27% share has no untreated comparison and does not predict results for a local service business or years-dormant contacts.

Source: Kumar, Bhagwat & Zhang, Journal of Marketing, 2015 · Study context and citation →

Former customers

Former customers How many past customers have drifted away, and is there a relevant reason to invite them back?

Assess former customers separately from unclosed enquiries, then agree a relevant invitation and reply path.

This is a separate diagnostic for former buyers. It is not an estimate of win-back effectiveness.

From your own records · No external benchmark

The managed work

What we take care of

List assessment and preparation

Review contact history, remove duplicates where scoped and establish who can be contacted for the proposed campaign.

Old-enquiry campaigns

Reconnect with dormant enquiries or older quotes using context from the original interest and a relevant next step.

Former-customer campaigns

Invite past customers back around an appropriate service need or reason to return, using a separate audience and message.

Replies, booking and reporting

Manage responses within the agreed remit, route interested contacts into booking or a sales conversation and report recorded outcomes.

Working together

How the service runs

Find a suitable audience

Review the list, its history and contact permissions. Choose a defined segment with a credible reason to reconnect.
Prepare the invitation

Agree the message, channel, offer and reply handling before a campaign starts.
Work the responses

Update records, help interested people take the next step and review what the campaign actually produced.

Illustrative example

Two audiences, two reasons to reconnect

Illustrative campaign briefs, not messages sent to real contacts or measured results.

Dormant enquiry

Dormant quote example: “Hi Morgan, you asked us about a repair earlier this year. Is that still something you need help with?”

Former customer

Lapsed customer example: “Hi Alex, we helped with your maintenance in the past. Would it be useful to discuss what your equipment needs now?” This segment is a defined recovery campaign.

Response handling

A reply updates the contact and leads to an agreed handoff, booking step or stop.

A clear scope

What to agree before we start

Dormant enquiries and former customers are separate campaign audiences. A person who enquired but never bought is not described as a past customer.

Ongoing work on active opportunities belongs to Lead Follow-Up. Regular newsletters and customer communications belong to Email & SMS Marketing.

Campaign suitability depends on the list, contact permissions and offer. There is no promise that reactivation pays for setup or produces a particular level of revenue; delivery and messaging costs still apply.

Standalone pricing, timing and service commitments are set out in your proposal. The Growth System’s package timing and guarantee do not automatically apply to an individual service.

Useful details

Questions about Reactivation

Do we need a large database?

Size alone does not determine suitability. We review the relationship history, list quality and commercial opportunity before recommending a campaign.

Does this include enquiries that never became customers?

Yes. Old enquiries are one audience; former customers are another. We plan their campaigns separately.

Will it cover the cost of setup?

That is not guaranteed. We agree the campaign costs and report outcomes from the records available.

Connected work

Prefer one managed package?

The Growth System connects work across the customer journey. We plan the work around what your business needs. Capabilities you already handle do not automatically reduce the package price.

Explore the Growth System

Your next step

Let’s talk about Reactivation.

Tell us what is in your database, how old the contacts are and why they first heard from you.

Book a discovery session View all services

Use our Growth System Review booking page to discuss this service. You can buy it on its own.