THE AI SALES COOKBOOK/MAINS/THE BOOMERANG

The Boomerang

You pour everything into onboarding and treat the exit as a cancel button. But a customer leaves feeling either trapped or respected, and only one of those ever comes back. This is not the outbound chase, it starts with your own experience: audit both ends, then build the boomerang.

TASTE TEST PASSED · RAN IN PRODUCTION
PREP ~30 MIN  ·  COOK DAYS TO WEEKS  ·  EFFORT MEDIUM  ·  SERVES CSM, CS LEADER
MEDIA · THE DISH, COOKED
Walkthrough video: the whole recipe run once, start to plated.

DIRECTIONS

  1. 1
    Run the onboarding audit

    Score whether new customers feel taken care of.

    COOK WITH AN ONBOARDING AUDIT · OURS: onboarding-audit · OR YOUR OWN

    MEDIA · STEP 1 SCREENSHOT
    What this step's output looks like
  2. 2
    Run the offboarding audit

    Score your goodbye: bridge, or bridge burned.

    COOK WITH AN OFFBOARDING AUDIT · OURS: offboarding-audit · OR YOUR OWN

    MEDIA · STEP 2 SCREENSHOT
    What this step's output looks like
  3. 3
    Run the product usage analyst

    Read each churned account's last usage snapshot to flag who was still getting value: the boomerang list.

    COOK WITH A PRODUCT USAGE ANALYST · OURS: product-usage-analyst · OR YOUR OWN

    MEDIA · STEP 3 SCREENSHOT
    What this step's output looks like
  4. 4
    Run the winback play

    Re-onboard the winnable ones with the same care as the first time.

    COOK WITH A WINBACK PLAY · OURS: winback-play · OR YOUR OWN

    MEDIA · STEP 4 SCREENSHOT
    What this step's output looks like

THE FINISHED DISH · WHAT YOU SERVE

A scored onboarding experience, a scored exit, the churned accounts who were still getting value when they left, and a warm re-onboarding sequence for each.

MEDIA · THE PLATED RESULT
The finished deliverable, redacted, exactly as it looks when the recipe is done

GO DEEPER · The full playbook page carries the guide, the proof build, and the receipts. Read it.