This article introduces the 'Lapsed Customer' status in the bboss system for customers who have stopped placing orders.

It explains the Garden Task feature for tracking and engaging these lapsed customers to encourage orders and details a bonus structure that rewards successful revivals.

This system is crucial for optimising sales efforts and improving customer engagement.

A Lapsed Customer is a customer who has bought from you in the last 24 months but not in the last 6 months (these numbers are configurable).

Lapsed Customers are important because they used to use your products or services, but they haven't in a while.

A Lapsed Customer will remain in the Lapsed status until they place another Order or request a Quote OR If they fail to raise an order they will eventually fall into Historic.

If you have enabled the Lapsed Customer Garden task, you will see it in your Sales Garden.

This is a Task and not a definitive list of your Lapsed Customers. But a list of customers that need some form of action.

To Qualify for this list a customer must :

Do you get a lot of 1 off orders? Do you need to filter your Lapsed Customer Tracking to account customers who may give you repeat business?

Bboss can filter your Lapsed Customers list by a minimum number of orders or total spending.

When you first activate this garden task, you may find that there are many customers on this list to work through.

To start crossing customers off the list, you can choose based on their location or work through them alphabetically.

Once you've chosen a customer to track, you will be taken to the Customer Tracking page, where you can make calls, send emails, or send samples.

After you've made contact or reached their answering machine, you should decide whether to keep tracking this customer.

To continue tracking this customer, schedule a callback for when you want to speak to them next. This will remove this customer from your Lapsed Customer task list and move them to your personal Garden to be followed up on when the callback date arrives.

If you decide not to continue tracking this customer, you can choose to mark them as 'stop chasing.' This will also remove them from your Lapsed Customer task list.

Once you have worked your way through the initial list, this task will disappear from your garden until a new customer falls into Lapsed. At that point, the task will reappear in your garden, and you will be able to keep track of this lost customer.

This is a definitive list of your Lapsed Customers regardless of whether you are tracking them.
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Click the magnifying glass to see the full list

For the managers :

If you want to incentivise the revival of these Lapsed customers, you can opt-in to activate the Lapsed Customers bonus structure.

The parameters of this bonus are flexible, but it could look like this :

A revived Lapsed Customer earns a User 10% of the profit on any orders they raise in the first 6 months since they are revived.

For the managers :

When a Lapsed customer places their first order since they were last active, bboss will flag this order up for review. And this task will appear in your garden (make sure you have it enabled).

This task will show any contact history between your users and the customer and you will be asked to judge if this contact contributed to winning this order.

If you decide that this sale is a result of the customer being tracked this will award the user that did the tracking with the bonus for this order, and then subsequently any other order this customer places (within the parameters of the bonus structure).

For the users :

When a customer you have been tracking through the Lapsed Customer task places an order, your manager will judge if your contact was responsible for this and award you bonus.

You will be able to see the bonus you have earned from your user menu in the top right of your screen.