Dormant Customer

A Dormant Customer refers to a customer who has not placed new orders or generated actual transactions for an extended period (typically 6 months to 2 years), but has a history of cooperation and whose relationship has not been formally terminated. Use cases include: customer segmentation in CRM, sales reviews, email marketing reactivation campaigns, quarterly performance analysis, etc. Note: A clear time threshold (e.g., no orders for 12 months) must be set, and dormant customers should be distinguished from 'lost customers' (relationship explicitly terminated) and 'prospects' (never transacted). Dormant customers still have reactivation value, but the reasons for dormancy (e.g., price, quality, market changes, purchasing cycles) need to be analyzed to avoid blind mass emails. Opposite to 'active customers,' dormant customers may be temporarily silent due to seasonality, budget cycles, or supplier switching. In foreign trade, activation is often attempted through new product recommendations, exclusive offers for old customers, holiday greetings, etc., with reply rates and conversion rates tracked.