Cold Case Files
Every lost account a case file; every live lookalike, a suspect.
The job
Replays how each lost account turned, finds the pattern they share, catches current accounts showing it before they give notice, and wins lost accounts back once their reason for leaving is verifiably fixed.
The moment
Each lost customer account is a case file on a detective's board, and red string links what they had in common.
The pattern: 7 of 9 lost accounts went quiet in their shared channel about 60 days before giving notice, right after a second unresolved integration ticket.
The board moves to four current accounts showing the same pattern, with $2.4 million of annual revenue at risk. The chief customer officer books three executive visits before the meeting ends.
Nine months later, a reopened file shows a win-back letter quoting the lost customer, "your reports never worked for our finance team", and the counter of revenue won back rises.
What it does
- Run a suspect play (executive visit / CSM task)
- Reopen a case file
- Send a win-back letter
- Dismiss a suspect with a reason
What you see
Detective case board with red string that draws itself live, case-file timelines and a live-suspects list
What it moves
Annual recurring revenue at risk in current lookalike accounts that is saved at renewal, and revenue won back from reopened files, in dollars per quarter.
Built for
- CX leaders & VoC
- Operations
- Product & digital
- Executives & leadership
