Audiences

Billing shows more than one service address, but only one address has an active service with us. The other sites are being carried by somebody else — usually because nobody ever asked. These are the easiest conversations in the base: the customer already trusts us at one location.

Five or more mobile services, no pooled data, and excess charges on each of the last three invoices. Pooling costs the customer less every month and locks in a longer term for us — the rare upsell where the customer's bill goes down.

No inbound contact in nine months, usage down more than a fifth, and a support ticket that closed unhappily. This is the segment you normally find out about at renewal, when the decision has already been made. A call now is a save; a call in November is a farewell.

Former customers who left in the last eighteen months citing price, on plans we have since repriced. The offer they left for is no longer better than ours. The catch is consent: leaving takes their permission with it, so most of this segment can only be worked where a lawful basis still exists.

Multi-site customers, three years or more, no open tickets, who have referred somebody before or match the profile of those who have. Not an outbound list so much as a warm one — the ask is an introduction, not a sale.