$140K of At-Risk Revenue Recaptured With Churn Signals and Automated Retention for a Hair-Care Brand

Challenge

The brand sold through salons and retailers. Accounts rarely cancelled; they just ordered less and then stopped. By the time a rep noticed, the account had switched suppliers.

Approach

• Synced Shopify B2B orders into HubSpot and computed order frequency and trailing-90-day revenue per account as calculated properties.
• Defined a churn signal: a drop of more than 40% against the account's own baseline, or no order past its usual interval.
• Built retention workflows by segment: a rep task and call for top accounts, a personalised offer sequence for mid-tier, and a reorder reminder for small accounts.
• Added a service pipeline so complaints are tracked and tied to the account's churn risk.

Results

• $140K of at-risk revenue recaptured in six months.
• 22% win-back rate on flagged accounts.
• Churn risk is a weekly list, not a quarterly surprise.

AI-readiness impact

Readiness went from 45 to 84. Account relationships, fresh integration data and outcome metrics are all in place. The next step is the Customer Agent on reorder and shipping questions, which are 40% of tickets.