Your Forgotten Customers Are Talking. Are You Listening?

Everyone talks about onboarding new customers.

Almost no one talks about re-onboarding the old ones.

Yet some of your most valuable customers — the ones who’ve been with you for 2+ years — may be operating on outdated processes, underutilized tools, and assumptions that no longer fit your evolving service.

At Advanced Client Metrics (ACM), we specialize in listening to the customers you may have unintentionally left behind. Through targeted, telephone-based Voice of Customer (VoC) outreach, we help you reconnect, reset, and re-onboard these accounts before they drift too far.

Why Re-Onboarding Matters

These long-term customers are often:

• Working with outdated workflows

• Missing out on new features or services

• Being led by new stakeholders who weren’t part of the original onboarding

• Stagnating in growth, usage, or engagement

They aren’t unhappy — they’re just disconnected. And in that quiet space, competitors find opportunity.

ACM’s Process for Re-Onboarding Forgotten Customers

We don’t rely on low-response email surveys or passive engagement metrics. We speak directly with your customers, asking short, focused questions with room for open-ended insights. We capture feedback with over 90% participation, because real conversations drive real results.

Here’s how we help you re-onboard with impact:

1. Identify Silent Accounts

We work with your team to surface accounts that haven’t expanded in 12+ months, show limited feature usage, or have undergone internal change.

2. Speak With the Right People

We reconnect with original champions (if they’re still there) and identify new stakeholders who now hold the keys to success.

3. Capture Real-Time Feedback

Using our proven VoC method, we uncover what’s working, what’s confusing, and what needs to change — directly from the customer’s voice.

4. Design a Fresh Enablement Plan

We help you update training, introduce new features, and deliver relevant use cases — all informed by what your customer actually needs today.

5. Close the Loop and Re-Launch the Journey

You receive actionable insights and recommendations, allowing your team to reset KPIs, align on new goals, and re-engage these customers as if it were Day 1 — only smarter.

Re-Onboarding Isn’t Just Retention — It’s Expansion Insurance

Your oldest customers deserve your newest thinking. ACM gives you the data, structure, and process to make that happen — without burdening your internal teams.

Let us help you re-engage, re-educate, and re-energize your customer base — starting with the ones you may have forgotten.

⸻

Want to know how many of your existing accounts are quietly slipping away?

Let’s talk. We’ll show you how ACM can bring them back — stronger than ever.

info@advancedclientmetrics.com