— The Challenge
Ferro had no structured lifecycle program. Customers churned silently with no nurture, renewal, or win-back touchpoints in place.
— The Approach
01
Mapped the full customer lifecycle and designed trigger-based nurture flows
02
Built renewal and win-back campaigns tied to usage data
03
Implemented a customer health scoring model to flag at-risk accounts early
— The Outcome
+91% Retention
12-month retention improved 91%, with the win-back program alone recovering a meaningful share of previously lost accounts.
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