CRM Software
A CRM platform serving 2,000+ sales teams. Dormant users were never re-engaged, and there was no automation tied to real product usage — churn kept climbing while the team focused on acquisition.
Dormant users were never re-engaged — no reactivation system existed
No behavior-based segmentation between active and at-risk users
Generic drip campaigns had zero impact on retention
Customer success team was stretched thin with manual outreach
No automation tied to real product usage patterns
Identified the key usage signals that predicted churn risk and the behavioral triggers that indicated re-engagement opportunity
Built multi-channel reactivation campaigns triggered by usage drops — personalized messages across email, in-app, and SMS
Deployed real-time behavioral segments that synced across CRM and messaging tools — every touchpoint reflected current user state
Created continuous feedback loops that refined trigger timing, message content, and channel mix based on reactivation data
Achieved in 90 days
"ClarusIQ reactivated users we thought were gone forever. Their behavior-driven flows brought dormant users back — and converted them into paying customers. The Retention Signal Engine™ paid for itself in the first month."
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