Priority 1 - Urgent

Cannot Lose Customers

38 customers requiring immediate intervention

Revenue at Risk

38

Customers

$5.14M

At Immediate Risk

30 days

Intervention Window

Who Are These Customers?
Identification criteria

"Cannot Lose" customers are identified by their RFM profile:

Recency: Low (R ≤ 2)

Haven't purchased recently — showing warning signs

Frequency: High (F ≥ 4)

Historically frequent buyers — they WERE engaged

These are customers who bought frequently and then suddenly stopped. Something changed. The goal is to find out what and fix it.

Why This Is Urgent
  • These were loyal, frequent customers — losing them is a relationship failure
  • The longer they stay inactive, the harder to reactivate
  • They may have already switched to a competitor
  • Each day of delay increases churn probability
Recommended Action

In-person retention visit within 30 days

Visit objectives:

  • Understand why they stopped purchasing
  • Identify any service or product issues
  • Offer retention incentive (5-10% discount on next order)
  • Rebuild the relationship with direct engagement

Note: These visits should be made by experienced sales reps who can have meaningful conversations about the customer relationship.

Route Integration

When generating routes, Cannot Lose customers are automatically included as mandatory stops:

  • All Cannot Lose customers in the zone are added first
  • They receive highest visit priority scores
  • Route context includes specific retention actions

Use the Route Generator to create optimized routes including Cannot Lose customers.