What Are Dormant Customers?
Definition and Characteristics of Dormant Customers
Dormant customers are those who have used a product or service in the past but have not engaged in transactions for a certain period. The specific definition of this period varies by industry and product. For example, in the case of daily consumer goods, a lack of repurchase within a few months may be considered dormant. For high-ticket items, a period of several years without a repurchase might define dormancy.
Furthermore, for SaaS products, even if a contract has not been canceled, usage rates can be visualized through log management. It is important to define a decline in usage over a certain period as dormancy and implement an approach for improvement.
A characteristic of dormant customers is that it can be confirmed they previously had an interest in or need for the product or service. However, for some reason, they are currently not actively engaged in transactions.
Potential Value of Dormant Customers to Companies
It is generally considered that the cost to re-engage dormant customers is lower than that of acquiring new customers. This is because dormant customers have past transaction experience with the company, possess brand and product awareness, and have already established a relationship of trust.
Therefore, by taking an appropriate approach, there is a high probability that they will resume transactions as active customers without incurring the same costs as acquiring new ones.
The Importance of Revitalizing Dormant Customers
Revitalizing dormant customers contributes not only to a temporary increase in sales but also to long-term profit growth. By reactivating long-term dormant customers, companies can improve their Customer Lifetime Value (LTV).
Reactivated customers may have an interest in new products or services, which can lead to continuous transactions. Furthermore, before a reactivated customer becomes dormant again, opportunities for further upselling or cross-selling may arise.
Additionally, succeeding in the revitalization of dormant customers increases opportunities to acquire new customers through their word-of-mouth or recommendations. This enhances the company's brand value and market reputation, laying the foundation for long-term growth and stable revenue.
Six Points for Approaching Dormant Customer Revitalization
Point 1: Identifying Dormant Customers Through Data Analysis
The first step to effectively revitalizing dormant customers is to accurately identify them. By utilizing data analysis, you can clearly distinguish dormant customers based on purchase history, activity, and the time elapsed since their last transaction. This analysis allows you to narrow down the target customer group for your approach.
A problem that arises when attempting data analysis is the duplication of customer data. Cleansing and merging customer data requires complex rule settings and is a task prone to failure. Customer data is the key to a business that produces results with minimal effort. It is important to resolve data deficiencies by requesting assistance from data experts.
Point 2: Classifying Dormant Customers Through Data Analysis
Once you have identified dormant customers, perform a more detailed classification. Even if they are all called dormant customers, their situations and states vary.
Confirm the following information as much as possible through data analysis:
- Reason for dormancy
- Time of dormancy
- Purchasing status before dormancy
The classification of dormant customers leads to the content of personalization and direct approaches in subsequent points. For example, if a customer feels that the reason for dormancy is that the quality of support or after-sales service has declined, simply providing an offer may not lead to revitalization.
Point 3: Providing Personalized Content
To get dormant customers interested again, it is necessary to provide content tailored to their needs and interests. Create personalized messages and offers based on past purchase history and interests to capture the customer's attention.
For example, if a customer purchased a certain system in the past, providing the latest information on that system or related event information can encourage motivation for repurchase.
Point 4: Direct Approaches via DM, Email, and Phone
As a direct approach, DM and email marketing are effective. In particular, providing special offers or information for dormant customers can encourage motivation for repurchase.
Approaches using the phone are also effective for revitalizing dormant customers. In telemarketing, you can grasp customer needs and concerns through direct communication and make proposals accordingly.
For example, when conveying information about new products to dormant customers or inviting them to special events, using a phone approach can capture the customer's interest.
Point 5: Providing Special Promotions or Discounts
Providing special promotions or discounts is also an effective means to capture the interest of dormant customers. By preparing limited offers or benefits, you can increase the desire for repurchase.
For example, create an opportunity for repurchase by providing a coupon code exclusively for dormant customers, such as a "Special Discount for Long-term Customers."
Point 6: Service Improvement Incorporating Customer Feedback
Feedback and opinions from dormant customers are valuable sources of information for improving services or products. By incorporating the voice of the customer and improving the quality of service, you can increase long-term customer loyalty and the success rate of revitalization.
For example, if you receive complaints or requests regarding a certain product from a dormant customer, you can improve customer satisfaction by making product improvements based on that feedback.
Tools Useful for Revitalizing Dormant Customers
SFA and CRM
SFA (Sales Force Automation) and CRM (Customer Relationship Management) are very useful tools for managing and analyzing customer data. By using these tools, you can prepare the prerequisites for effective approaches, such as identifying dormant customers, tracking purchase history, and segmenting customers.
In particular, when planning a campaign to reactivate dormant customers, it is necessary to build a strategy based on the results of data analysis obtained from these tools.
Email Marketing Tools
Email marketing tools are suitable for direct approaches to dormant customers. By utilizing functions such as creating personalized messages, segment-based delivery, and analysis of open and click-through rates, you can implement effective email campaigns.
Additionally, by using tools with A/B testing functions, it is possible to find the most effective messages and designs.
Live Access Feature of uSonar
The Live Access feature of uSonar is a tool that visualizes the companies of prospective customers accessing your website, but it can also be used for approaches to dormant customers.
In normal access analysis, you cannot know "what kind of companies are visiting the website," but by using the Live Access feature, you can grasp the companies accessing the website in real-time. Therefore, it is possible to detect the movements of those companies and take optimal approaches before the customer takes specific actions such as canceling a service, requesting materials, or making inquiries.
If there are dormant customers among the companies visiting the website, you can judge that they are "dormant but have not lost their purchasing intent" or "are looking for some information regarding the product or service." By approaching them there, you can increase the satisfaction of dormant customers and improve the possibility of successful revitalization.
