01
Starter Trigger
Customer approaches or passes expected return without action.
02
Primary Objective
Prevent lapse.
03
Starter Flow
- At-risk entry: recognition/reminder.
- Next: value/proof or convenience.
- High-value/VIP: human escalation where justified.
- If no return by lapse rule: exit to winback.
04
Control / Exit Notes
Complaint routes to recovery; exit on return.
05
Primary KPI
At-risk recovery rate; retained value.
06
Make It Yours
at-risk threshold, VIP override, barriers, offer escalation, human owner and lapse rule.