Lapsed Customer Win-Back Campaign
A done-for-you everyday business automation built for the Customer Retention Manager, connecting HubSpot, Google Sheets, and ActiveCampaign so the work below happens on its own.
What this automation does, step by step
When a customer hasn't made a purchase or booked a service in 90 days, a scheduled query in the CRM flags them as lapsed and Zapier automatically enrolls them into a three-touch win-back sequence in ActiveCampaign: a "we miss you" email on day one, a limited-time incentive on day seven, and a final "last chance" message on day fourteen with a slightly larger offer.
Anyone who clicks or purchases during the sequence is immediately removed and tagged as reactivated, while non-responders roll into a quarterly re-engagement list instead of getting emailed indefinitely.
Every send and outcome logs back into Google Sheets so the customer retention manager can track recovery rate by segment and offer type.
Businesses running structured win-back sequences typically recover 8 to 15 percent of lapsed customers who would otherwise have churned silently without ever hearing from the business again.
Using different software? We build around what you already have, so you never have to switch tools to automate.
The manual way vs. the automated way
Without automation
The manual approach means a customer retention manager handles each case reactively, after someone has already noticed something went wrong. Over a month, those small manual steps add up to a significant amount of lost time.
With this automation
- Win-back sequences triggered by inactivity, not guesswork
- Renewals and memberships that never lapse silently
- Referral and loyalty programs that track themselves
- Segmented campaigns built from actual purchase history
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