Customer Goldmine

Identify and re-engage dormant high-value customers to prevent churn.

UC-MKT-003: Dormant Client Re-Engagement

Purpose: Surface high-risk clients who haven't visited recently and trigger immediate action.

Property	Value
Actor	Business Owner / Manager
Trigger	Dashboard Alert / Monthly Check
Priority	P0

Capabilities:

• Dormant Detection: Auto-flags clients with Last Visit > 60 days AND Total Spend > $500.

• Client Cards:

  • Last Service: e.g., "Haircut & Color (90 days ago)".

  • Last Spend: "$120".

  • Recency: "90 Days Since Visit".

  • Risk Value: Calculated score (High/Med/Low) based on historical frequency.

• Micro-Actions:

  • Call Trigger: "Call [Name]" button (logs call attempt).

  • WhatsApp Trigger: "Send 'Miss You' Offer" (injects 20% off coupon).

• Bulk Action: Select All -> "Send Win-back Campaign".

• Tracking: Tracks if customer returns within 30 days of nudge.

Main Success Scenario:

1. Manager opens "Customer Goldmine".
2. System lists 15 "High Risk" dormant clients.
3. Manager sees "Sarah J." (Last visited 85 days ago, Spend $800).
4. Manager clicks "WhatsApp Trigger".
5. App opens WhatsApp with pre-filled message: "Hi Sarah! We miss you..."
6. 10 days later, system reports "Sarah J. visited on Dec 12".

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UC-MKT-004: Churn Risk Analytics

Purpose: Visualize potential revenue loss from attrition.

Property	Value
Actor	Owner
Trigger	Page Load
Priority	P1

Capabilities:

• Risk Value Display: "You have $5,000 at risk in dormant clients."
• Win-back Rate: "% of dormant clients recovered this month".