Customer reactivation.Reconnect witha relevant reason.
SIXIS organises renewed contact with customers who have stopped buying or whose relationship has gone quiet. We start with the history and what might be useful to them now.
We seek to find out if there is still a need and reason for collaboration. Interest, procrastination, and lack of fit get different continuations with context for the sales team.
Tell us what relationships you would like to resume See how we workYou worked together.
What makes sense now?
For firms with a history of customers and relationships worth revisiting: discontinued recurring orders, completed projects, or needs that may change over time.
A customer no longer ordered at the usual rate.
Break can mean a changed need, seasonality or another supplier. We check the history before contact and choose a suitable question without assuming the reason.
You have a relevant offer for former customers.
A new service, a product variant or a change in availability may help certain companies. We choose relationships for which the proposal is related to what they bought or discussed.
The list of old customers is treated as a new list.
History, persons and issues left open are lost in a general message. We prepare the discussion again starting from the real collaboration and check if the contact details are still suitable.
First, we understand break.
An old relationship is an understandable context, not a sufficient reason to send the same offer to everyone.
SIXIS can organize the selection, messages and tracking of responses within the established limits. You confirm the history, any unresolved issues and the conditions of a new collaboration.
The SIXIS collaboration modelWe define what is meant by broken relationship.
We start from the normal pace of purchase or from the type of projects. A customer with seasonal orders is not rated as a monthly buyer. We determine the analyzed period and separate customers without activity from those who refused to continue or contact.
From you Order history, relationship types, and how often customers typically return.
We choose clients with a reason for discussion.
We check what they have bought, what has changed and whether the current offer can make sense for them. We exclude inappropriate cases and set aside issues that need to be resolved before a new proposal. We confirm the contact person and the terms of data use.
From you Known reasons for the break, open complaints and relationships you do not want to resume.
We are preparing a replay suitable to history.
We write messages that acknowledge real collaboration and provide a current reason for discussion. It can be a need check, a relevant solution or a change that helps them. A discount is only used if it is commercially justified and approved.
From you The offer you can support, the current conditions and the approval of the messages.
We organize contact and follow-up.
We determine who contacts and who can discuss a new need. In the agreed activity, we follow the answers and keep the context for the responsible. We respect stop requests and adjust follow-ups after the customer says, without repeating the message regardless of the response.
From you People who know the relationships and can confirm the information or prepare a proposal.
We see what relations have resumed.
We separate the response from a useful discussion, a new offer and a confirmed order. We also note the reasons why a customer does not return. This information may change the selection, the offer, or the way the firm maintains relationships after a sale.
From you Confirmation of orders and trade feedback after resumption of discussion.
A WORKING EXAMPLE
A consumable customer.
Orders have stopped.
A distributor notices that a customer who regularly orders has not purchased in recent periods. In this example, the pause is checked against the client's own rhythm. The contact follows the current need, it does not automatically start with a promotion.
- History
- We see the ordered products, the person with whom we are talking and any delivery difficulties. We confirm if the relationship can be resumed before preparing the message.
- Discussion
- We ask whether the consumption or the method of supply has changed. A new need may require other products or conditions; the answer determines the next step.
- Continuation
- If there is a need, the person in charge prepares an actual proposal. If the activity is suspended or the customer does not want contact, we record the situation and stop the return.
RELATED CAPABILITIES
We resume the discussion.
We clarify present need.
History aids contact, and present need establishes continuation. Reactivation relates to qualification and quoting when there is something concrete to discuss.
CRM & pipeline
The history of the customer and the new opportunity remain linked, with the person responsible and the reason for resuming the conversation.
Lead qualification
We clarify the current need and the conditions of a new collaboration, without assuming that they are the old ones.
Quoting
The new proposal uses the current information and conditions, confirmed in the discussion.
Sales reporting
We track resumes, confirmed orders, and reasons why other customers don't return.
What we know about the relationship and what we find again.
Selection of clients, reason for contact and difference between a response and a resumed engagement.
After how long do we consider a customer inactive?
It depends on the pace of purchases and the service or product offered. A one-off project, a seasonal purchase and a monthly order require different criteria. We choose a relevant period in real history without using the same threshold for all relationships.
Do we need a CRM for this activity?
Sufficiently clear history, contact details and a place where we can follow up are needed. These may exist in the current system or in records that need to be organized. A new CRM is not a default; we evaluate what helps in your situation.
Do we have to offer a discount to bring them back?
No. The reason can be a changed need, a relevant offer or solving a difficulty from the old collaboration. A discount is discussed if it makes economic and commercial sense. We do not use it as an automatic response to a pause for which we do not know the reason.
How do we treat a customer who had a problem with us?
We check if the problem has been solved and who knows the situation. Sometimes the first step is a clarification or remedial action, before a new offer. We determine the right follow-up with you; we don't hide history under a general resume collaboration message.
Can we write to all former clients by email?
The previous relationship does not automatically allow any commercial communication. We check applicable conditions, address source, oppositions and proposal type. Before contact we determine who can be included and how opt-out requests are respected, including for individuals or companies who once purchased.
What do we do if the contact person no longer works there?
We update what we can confirm and verify who now manages the relevant relationship. We do not assume that the new person knows about the collaboration or that the old terms of contact automatically carry over. The resumption of the discussion is prepared with the context of the company and the rules applicable to the new contact.
What does it mean that a client has been reactivated?
Together we define the desired result. An answer can open the conversation, an offer can show a current need, and an order confirms the commercial return. We track them separately so that a kind message or request for information is not reported as a resale.
What does collaboration include and how do we determine the cost?
We start from the quality of the history, the customer segment, the reason for the resume and who handles the responses. The offer specifies analysis, contact preparation and operation included. Any data or infrastructure additions are separate; we do not promise a guaranteed return rate or number of orders.
With what clients you would have good reason to resume discussion?
Tell us what kind of customers have not returned and what you know about their break. We can choose the relationships worth revisiting and an approach suited to the history of each.