A lapsed customer isn’t lost. Just quiet.
A customer who once ordered from you and went quiet still knows you. SilverGrow gets back in touch with a real reason to return, not a discount.
A dormant customer isn’t a stranger.
Dormant customer: a customer who once ordered from you and then went quiet.
They know your product and have worked with your team. A message to them isn’t an introduction; it picks up where the conversation left off.
Three quiet customers, three different reasons.
Pick a row to see the message that goes to that customer.
| Account | Region | To |
|---|---|---|
| Tekirdağ | Procurement manager | |
| Ankara | General manager | |
| Bursa | Production manager |
Hello, we now also make a recyclable version of the 370 ml jar lids we produced for you. If you like, we can send new samples this week.
The sales team at [Packaging maker]
Hello, the printed cake boxes from your past orders now come with a window option too. If you like, we can send a few samples this month.
The sales team at [Packaging maker]
Hello, the spice pouches we made for you now come in a resealable zip version as well. Same sizes; we can send samples if that helps.
The sales team at [Packaging maker]
A reason, not a discount.
A quiet customer gets a reason to come back, not a discount.
The message is built on the customer’s past order and says something new. The reason can be:
- A new version of something they bought before.
- A new option that works with their past order.
- A request you couldn’t meet before and now can.
Customers who come back show on the panel.
Win-back is part of the funnel too. Which past customers were written to, who replied, who is still quiet: it all sits on the same panel as new accounts.
Questions about win-back.
How do you win back dormant B2B customers?
First the customers who have gone quiet are identified, then each one is written to with a real reason drawn from their past order: a new version, a new option, or a request that couldn’t be met before. It isn’t a discount campaign; it’s a message written for that account. Customers who reply are handed to your sales team.
How does a won-back customer show on the panel?
Dormant customers move through the same stages as new accounts: in sequence, replied, meeting booked. Which past customers came back and which are still quiet is visible on one panel.