Use Case: When you need to systematically re-engage past customers or expand within existing accounts.
Create a Clay campaign to win back churned customers and expand current accounts:
Data inputs:
- Churned customers: [List/CRM export]
- Current customers: [With usage data]
- Contract dates: [Renewal timeline]
Churned customer analysis:
Segmentation:
- Churn reason: [Price/feature/support/other]
- Time since churn: [0-3mo, 3-6mo, 6-12mo, 12+mo]
- Customer value: [LTV when active]
- Engagement level: [Power user vs casual]
Research needed:
- Current solution: [What they switched to]
- Pain points: [With new solution]
- Company changes: [New leadership/growth]
- Budget changes: [New funding/initiatives]
Win-back angles:
- What's new: [Features added since they left]
- What's fixed: [Problems that caused churn]
- Special offer: [Discount/credits/perks]
- Success stories: [Similar companies winning]
Current customer expansion:
Identify expansion signals:
- Usage at [80%+] of limits
- Multiple team requests
- Feature request patterns
- Company growth indicators
- New use cases mentioned
Research for each account:
- Other departments to target
- Complementary products needed
- Integration opportunities
- Upsell/cross-sell timing
Expansion messaging:
- Usage insights: [Show their success]
- Untapped value: [Features not using]
- ROI achieved: [Metrics to date]
- Growth path: [Next level benefits]
Campaign execution:
Churned customers:
- Segment 1: [High-value, recent] → Personal outreach
- Segment 2: [Mid-value] → Automated sequence
- Segment 3: [Low-value, old] → Newsletter nurture
Current customers:
- 30 days before renewal: [Success recap]
- High usage: [Upgrade prompt]
- Low usage: [Activation campaign]
- Department expansion: [Referral request]
Templates needed:
1. Win-back email sequences (3 variants)
2. Expansion conversation starters
3. LinkedIn reengagement messages
4. Customer success handoff notes
5. Special offer frameworks
Track and measure:
- Reactivation rate by segment
- Expansion revenue generated
- Time to conversion
- Most effective messages