Capability template for customer success and account management

Lapsed-customer win-back

Once a month, the owner or account manager sees which regular customers have gone far longer than usual without ordering, ranked by what each bought in their last active year, with open complaints set aside for a call and a short note drafted for the rest, using only approved offers. A person approves every note.

The outcome

Good customers stop drifting away unnoticed. The yardstick is each customer's own habit: a café that orders every fortnight is flagged after a few quiet weeks, while a salon that restocks once a quarter is left alone until its pause is genuinely long. Customers who are slipping but not yet lapsed are listed too, with the date they would cross the line, so the account team can act early.

The list puts the customers worth the most at the top. Anyone with an open complaint is pulled out first and handed to their account owner for a phone call, because a cheerful note on top of an unresolved problem makes things worse. Everyone else gets a short, personal draft that names their last order and asks an honest question before it offers anything.

Offers come only from the list you have approved, matched to each customer's value. The AI assistant prepares the list and the drafts; it sends nothing, contacts no customer and changes no record. A person reads, edits and approves each note.

Who starts the work, and when

The owner, an account manager or a sales coordinator runs it once a month, from that day's export of the order history and the customer list. The owner or head of accounts reviews the list, crosses off anyone the business should not write to, and approves each note before its account owner sends it.

What they supply

  • The order history, exported from the store, the order system or the accounting software: each order's customer, date, value, status and what was in it.
  • The customer list: each customer's contact, account owner, and whether they may be contacted.
  • Open issues: complaints, refund requests, disputes, poor reviews and support tickets, open or recently closed.
  • The win-back log, so nobody receives a second note too soon.
  • Your approved offers, each with the customers it is for and how long it lasts. With none, every note is a simple check-in.
  • A few lines on your voice: how you sign off and the words you never use.

What comes out

One list in a fixed order. The header shows how every customer was sorted and the total value of those who have lapsed. Then the customers to call first, each with the open issue as written. Then the drafted notes in value order, each with the facts behind it, the offer chosen and why, anything to check before approving, and a line showing it is waiting for approval.

After the notes come the lapsed customers who were deliberately not written to and why, the customers slipping toward lapsed, those gone more than a year for the owner to decide on, those with too few orders to judge, and the gaps in the records as questions for whoever keeps the customer list.

This is about individual regular customers going quiet. For the pattern across everyone who left, churn risk and save plan reads the reasons; for contracts coming up on a date, renewal risk review works from the contract list.

An invented example

Illustrative example with invented data. The company, its customers, the people, the orders, the dates and the amounts below are all invented. The company is an invented 20-person business that makes cleaning and hygiene products and sells them on trade accounts to cafés, gyms, salons and small offices. Its account team is the owner and two account managers; an operations coordinator keeps the customer list and runs the exports. First come the inputs the owner supplied, in full, then the list the capability returned.

The inputs

1. Settings

Run date: Monday 2 November 2026
Lapse multiple: 2 (default)
Lapse floor: 30 days (default)
Orders needed for a pattern: 3 (default)
Gaps used: the most recent 6 (default)
Value period: the 365 days ending on the last completed order (default)
Long gone: more than 365 days (default)
Rest period: 60 days (default)
Recent issue window: 90 days (default)
Offer in the note: last line
Note length: 120 words (default)
Approver: Owner
Offer approver: Owner
List owner: Operations coordinator
Complaints: Customer service lead
Column mapping: none (our exports use the default headers)
Amounts are in dollars, written without a symbol.

2. Approved offers (typed by the owner)

Offer 1: Free delivery on your next two orders.
  For customers with a value of 3,000 or more.
  Valid until 30 November 2026.
Offer 2: 10% off your next order, up to 150 off.
  For customers with a value of 1,000 to 2,999.
  Valid until 30 November 2026.
Customers with a value under 1,000: no offer.

3. Voice notes

Sign-off: first name only.
Plain, short sentences. No exclamation marks.
We say "order" and "delivery", never "purchase" or "shipment".

4. Order history (exported on 2 November 2026)

Order ID,Customer,Order date,Order value,Status,Items
4101,Customer H,2025-02-03,650,completed,Paper towel rolls x48; Hand soap refills 5L x4
4102,Customer H,2025-04-01,700,completed,Paper towel rolls x48; Hand soap refills 5L x4
4103,Customer H,2025-06-02,620,completed,Paper towel rolls x48; Hand soap refills 5L x4
4104,Customer H,2025-08-01,680,completed,Paper towel rolls x48; Hand soap refills 5L x4
4105,Customer C,2025-10-02,760,completed,Salon towels x100; Disinfectant 5L x4
4106,Customer B,2025-11-10,610,completed,Surface spray 5L x6; Microfibre cloths x200
4107,Customer B,2025-12-22,655,completed,Surface spray 5L x6; Microfibre cloths x200
4108,Customer C,2026-01-05,810,completed,Salon towels x100; Disinfectant 5L x4
4109,Customer F,2026-01-12,880,completed,Surface spray 5L x8; Floor cleaner 5L x4
4110,Customer B,2026-02-05,700,completed,Surface spray 5L x6; Microfibre cloths x200
4111,Customer A,2026-02-13,1150,completed,Hand soap refills 5L x6; Paper towel rolls x48
4112,Customer F,2026-02-23,910,completed,Surface spray 5L x8; Floor cleaner 5L x4
4113,Customer E,2026-03-03,520,completed,Dish detergent 5L x4; Floor cleaner 5L x2
4114,Customer A,2026-03-16,1180,completed,Hand soap refills 5L x6; Paper towel rolls x48
4115,Customer B,2026-03-23,640,completed,Surface spray 5L x6; Microfibre cloths x200
4116,Customer C,2026-04-02,790,completed,Salon towels x100; Disinfectant 5L x4
4117,Customer E,2026-04-02,540,completed,Dish detergent 5L x4; Floor cleaner 5L x2
4118,Customer F,2026-04-06,860,completed,Surface spray 5L x8; Floor cleaner 5L x4
4119,Customer D,2026-04-08,420,completed,Hand soap refills 5L x4; Paper towel rolls x24
4120,Customer A,2026-04-15,1240,completed,Hand soap refills 5L x6; Paper towel rolls x48
4121,Customer B,2026-05-04,590,completed,Surface spray 5L x6; Microfibre cloths x200
4122,Customer E,2026-05-04,505,completed,Dish detergent 5L x4; Floor cleaner 5L x2
4123,Customer D,2026-05-07,455,completed,Hand soap refills 5L x4; Paper towel rolls x24
4124,Customer A,2026-05-18,1095,completed,Hand soap refills 5L x6; Paper towel rolls x48
4125,Customer F,2026-05-18,900,completed,Surface spray 5L x8; Floor cleaner 5L x4
4126,Customer G,2026-05-20,300,completed,Disinfectant 5L x2; Salon towels x50
4127,Customer E,2026-06-03,560,completed,Dish detergent 5L x4; Floor cleaner 5L x2
4128,Customer D,2026-06-09,380,refunded,Hand soap refills 5L x4; Paper towel rolls x24
4129,Customer D,2026-06-12,470,completed,Hand soap refills 5L x4; Paper towel rolls x24
4130,Customer B,2026-06-15,720,completed,Surface spray 5L x6; Microfibre cloths x200
4131,Customer A,2026-06-17,1310,completed,Hand soap refills 5L x6; Paper towel rolls x48
4132,Customer G,2026-06-25,340,completed,Disinfectant 5L x2; Salon towels x50
4133,Customer C,2026-07-01,830,completed,Salon towels x100; Disinfectant 5L x4
4134,Customer I,2026-07-06,115,completed,Dish detergent 5L x2; Sanitiser spray x12
4135,Customer D,2026-07-10,430,completed,Hand soap refills 5L x4; Paper towel rolls x24
4136,Customer A,2026-07-20,1265,completed,Hand soap refills 5L x6; Paper towel rolls x48
4137,Customer I,2026-07-20,130,completed,Dish detergent 5L x2; Sanitiser spray x12
4138,Customer I,2026-08-03,120,completed,Dish detergent 5L x2; Sanitiser spray x12
4139,Customer J,2026-08-04,390,completed,Paper towel rolls x24; Surface spray 5L x2
4140,Customer D,2026-08-10,445,completed,Hand soap refills 5L x4; Paper towel rolls x24
4141,Customer I,2026-08-17,125,completed,Dish detergent 5L x2; Sanitiser spray x12
4142,Customer I,2026-08-31,110,completed,Dish detergent 5L x2; Sanitiser spray x12
4143,Customer J,2026-09-03,410,completed,Paper towel rolls x24; Surface spray 5L x2
4144,Customer I,2026-09-14,135,completed,Dish detergent 5L x2; Sanitiser spray x12
4145,Customer I,2026-09-28,120,completed,Dish detergent 5L x2; Sanitiser spray x12
4146,Customer J,2026-10-05,400,completed,Paper towel rolls x24; Surface spray 5L x2

5. Customer list

Customer,Contact,Account owner,Contact allowed
Customer A,Nadia,Account manager 1,yes
Customer B,Teodor,Account manager 1,yes
Customer C,Ines,Account manager 2,yes
Customer D,Marisol,Account manager 2,yes
Customer E,Bram,Account manager 1,no
Customer F,Odile,Account manager 2,yes
Customer G,Kasper,Account manager 1,yes
Customer H,Lucinda,Account manager 2,yes
Customer I,Wendell,,yes
Customer J,Pilar,Account manager 1,yes

6. Open issues

Customer,Opened,Kind,Summary,Status,Closed
Customer A,2026-07-24,complaint,"Two cases of hand soap refills arrived leaking. Customer asked for a credit.",open,
Customer D,2026-08-12,complaint,"Delivery arrived two days late.",closed,2026-08-19

7. Win-back log

Customer,Sent,Outcome
Customer E,2026-07-15,Replied: asked us to stop sending offers
Customer F,2026-09-21,No reply

The output

LAPSED-CUSTOMER WIN-BACK: November 2026

For: Owner. Run date 2 November 2026. Lapsed means: no completed order for more than 2 times the customer's usual gap, and for at least 30 days.
Sources: order history, export of 2 November 2026, 46 rows (45 completed; left out: 1 refunded); customer list, 10 rows; open issues, 2 rows; win-back log, 2 rows; offers: 2 approved; voice notes.
Order dates: 45 completed orders from 3 February 2025 to 5 October 2026. No date problem found.
Not supplied: nothing.
Checked: 10 customers. Lapsed 6, value 19,905. Long gone 1. Too few orders 1. Past usual gap, not yet lapsed 1. Within their usual gap 1.
Of the lapsed: call first 1; notes drafted 3; not drafted 2.

CALL FIRST: 1
1. Customer A. Owner: Account manager 1. Value 7,240. Usual gap 31 days; last order 20 July 2026, 105 days ago, 3.4 times the usual gap.
Open issue: complaint, opened 24 July 2026: Two cases of hand soap refills arrived leaking. Customer asked for a credit.
Next step: Account manager 1 calls Nadia about the issue. Complaints: Customer service lead. No note drafted.

WIN-BACK NOTES: 3
2. Customer B. Contact: Teodor. Owner: Account manager 1. Value 3,915 from 6 completed orders. Usual gap 42 days; last order 15 June 2026, 140 days ago, 3.3 times the usual gap. Last order: Surface spray 5L x6; Microfibre cloths x200.
Offer: Offer 1: "Free delivery on your next two orders." Valid until 30 November 2026. In the note.
Check before approving: none.
Subject: Your last order, 15 June 2026
Hello Teodor,

Your last order with us was on 15 June 2026: surface spray 5L x6 and microfibre cloths x200. You had been ordering about every six weeks since November 2025. Has something changed on your side, or did we get something wrong?

Free delivery on your next two orders. Valid until 30 November 2026.
[name]
Approval: waiting for Owner. Sent by: Account manager 1. Not sent.

4. Customer D. Contact: Marisol. Owner: Account manager 2. Value 2,220 from 5 completed orders; 1 left out: refunded. Usual gap 30 days; last order 10 August 2026, 84 days ago, 2.8 times the usual gap. Last order: Hand soap refills 5L x4; Paper towel rolls x24.
Offer: Offer 2: "10% off your next order, up to 150 off." Valid until 30 November 2026. In the note.
Check before approving: complaint, closed 19 August 2026: Delivery arrived two days late.
Subject: Your last order, 10 August 2026
Hello Marisol,

Your last order with us was on 10 August 2026: hand soap refills 5L x4 and paper towel rolls x24. You had been ordering about once a month since April 2026. Has something changed on your side, or did we get something wrong?

10% off your next order, up to 150 off. Valid until 30 November 2026.
[name]
Approval: waiting for Owner. Sent by: Account manager 2. Not sent.

6. Customer I. Contact: Wendell. Owner: not stated. Value 855 from 7 completed orders. Usual gap 14 days; last order 28 September 2026, 35 days ago, 2.5 times the usual gap. Last order: Dish detergent 5L x2; Sanitiser spray x12.
Offer: none: not eligible.
Check before approving: none.
Subject: Your last order, 28 September 2026
Hello Wendell,

Your last order with us was on 28 September 2026: dish detergent 5L x2 and sanitiser spray x12. You had been ordering every two weeks since July 2026. Has something changed on your side, or did we get something wrong?
[name]
Approval: waiting for Owner. Sent by: not stated, see record gaps. Not sent.

NOT DRAFTED: 2
3. Customer F. Owner: Account manager 2. Value 3,550. Last order 18 May 2026, 168 days ago, 4.0 times the usual gap. Reason: win-back note sent 21 September 2026, can be written to again from 20 November 2026.
5. Customer E. Owner: Account manager 1. Value 2,125. Last order 3 June 2026, 152 days ago, 5.1 times the usual gap. Reason: contact not allowed; asked in the win-back log on 15 July 2026: Replied: asked us to stop sending offers.

PAST USUAL GAP, NOT YET LAPSED: 1
Customer C. Owner: Account manager 2. Usual gap 90 days; last order 1 July 2026, 124 days ago, 1.4 times the usual gap. Counts as lapsed from 29 December 2026.

LONG GONE: 1
Customer H. Owner: Account manager 2. Last order 1 August 2025, 458 days ago. Value 2,650. For Owner to decide; no note drafted.

TOO FEW ORDERS: 1
Customer G. Owner: Account manager 1. 2 completed orders; last 25 June 2026. No usual gap can be set.

RECORD GAPS: 1
Customer I: Account owner is blank. Used: owner not stated; no sender named. Question for Operations coordinator: who owns Customer I's account?

NOTES TO CHECK: none

Drafts for Owner. Nothing has been sent, no customer has been contacted and no record has been changed.

How the figures were worked out

  • Usual gaps are the middle of each customer's recent gaps between completed orders. Customer A: 31, 30, 33, 30 and 33 days, middle value 31. Customer B: 42, 45, 46, 42 and 42, middle value 42. Customer D: 29, 36, 28 and 31 days (the refunded order of 9 June left out), average of the two middle values 29 and 31, so 30. Customer I: six gaps of 14 days. Customer C: 95, 87 and 90, so 90.
  • Lapsed: Customer I's 35 days is more than twice 14 (28) and at least 30. Customer C's 124 days is more than 90 but not more than 180, so C counts as lapsed from day 181, 29 December 2026. Customer J's last order, 5 October 2026, was 28 days ago, inside its usual gap of 31 days.
  • Values are each customer's completed orders in the 365 days ending on their last order: A 7,240; B 3,915; F 3,550; D 2,220; E 2,125; I 855. Together 19,905.
  • Offers: Customer B's 3,915 meets Offer 1; Customer D's 2,220 meets Offer 2; Customer I's 855 is under 1,000.
  • Rest period: Customer F's note of 21 September 2026 was 42 days before the run date; 60 days after it is 20 November 2026.
  • Recent issue: Customer D's complaint closed on 19 August 2026, 75 days before the run date, inside the 90-day window.

Where it fits

What has to change for your company

Decide how long a pause counts as lapsed for your customers: the starting rule is more than twice their usual gap, and at least 30 days. Write down the offers you are willing to make, who each is for and how long it lasts, and whether an offer may appear in a first note at all. Name who approves the notes, who sends them and who handles complaints. Match your export's column names to the ones the template expects, once, and keep the win-back log up to date after each round. It runs in ChatGPT, Claude, Copilot or Gemini from the files you supply; it needs no connection to your store, CRM or mailbox.

What has been checked

Fully Powered AI wrote this capability template. It was editorially reviewed on 10 November 2026. It was tried on its invented example on 10 November 2026 in two runs; the record of the second is published with it. It has not yet been tested in a client environment. It has not yet been tested as a packaged version in ChatGPT, Claude, Copilot or Gemini.

Testing in your environment means running it on a past month whose customers your account team knows well, plus hard cases written in advance: a quarterly buyer who is only a little late, a lapsed customer with an open complaint, a customer who asked not to be contacted, order dates that all fall on the day the records were loaded. The owner checks every figure and every draft against the records before anything is sent. Pilot acceptance-test preparation builds that test set, and what we test before we call an AI workflow ready describes the record we keep.

The full capability template

Everything above is the outline. The complete capability template is the working version: the roles, the inputs, the procedure, the exceptions and stop conditions, the output format, the reviewer checklist, the acceptance tests, the instructions for an AI assistant and what to customize for your company. It comes with a download and the link to its folder in Fully Powered’s public repository.

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  • Churn risk and save plan

    Once a quarter, the owner or account lead sees why customers really left, read from your own cancellation notes and records, how many left for each cause, and one change to try for each, with an owner, a start date and the count that will show whether it helped. A person decides every change.

  • Renewal risk review

    Once a month, the account manager sees every contract coming up for renewal on one page: the dates that matter, the warning signs your organization watches for, which accounts are at risk, and the next step for each with an owner and a date. A person decides and makes every contact.

  • Complaint and refund request handling

    A customer complains or asks for money back, and whoever handles it gets your policy's answer: the order matched, each condition checked, the amount worked out, any refund set out for a named person to approve, and a reply ready to edit and send.