購買が途絶えた顧客を呼び戻す機能です。 その顧客が自分たちの通常のペースを超えて連絡がなくなっていたり、解約の兆候を示したりしている人たちを見つけ出します。その関係がどの程度の価値があったかに基づいてランク付けし、顧客ごとに事業者の声で呼び戻しメッセージを作成します。事業者が承認した内容だけを送信して記録に残します。 評判の確認、アウトリーチ（顧客への働きかけ）の作成、顧客管理システムの自動処理の複数のツールを組み合わせ、最初の接触では距離が開いたことを認めながらも商品をすぐには売り込まないルールを守ります。 次のような場合に使用: 事業者が「しばらく注文がない」「昔の顧客を呼び戻したい」「連絡をくれなくなった顧客は誰か」「常連客が離れてしまった」「電話をくれなくなった人たちに連絡したい」「どうやって彼らを取り戻すか」といった心配や質問をする場合、または名前を挙げた特定の顧客と連絡が取れていない場合。全体的な呼び戻しキャンペーンと同じくらい容易に使用できます。
Wins back customers who have quietly stopped buying — finds the ones whose gap has stretched past their own normal rhythm or who are showing churn signals, ranks them by what the relationship was worth, drafts a win-back message per customer in the owner's voice, and sends and logs only what the owner approves. Chains review-reputation, outreach-composer, and crm-autopilot, and keeps the rule that the first touch acknowledges the gap without pitching. Use this whenever the owner is worried about customers drifting away, including phrasings like "who hasn't ordered in a while," "win back my old customers," "which customers have gone quiet," "we lost some regulars," "reach out to the people who stopped calling," or "how do I get them back." Reach for it when the owner names a customer they have not heard from, as readily as for a full win-back campaign.
以下の3つのスキルを順に実行します: review-reputationで沈黙している顧客を特定、outreach-composerで接触メッセージを作成、crm-autopilotで履歴を記録します。各段階で担当者が承認を行います（メッセージ単位）。
以下のいずれか1つ以上が必須です：
これらが顧客の購買履歴を把握するための基盤です。同じ分野のコネクタは互換性があります。
あると便利な追加接続：
Mailchimpについて： 接続すると、メール配信の分析と承認済みメッセージの保存が可能になりますが、メール送信はできません。オーディエンスリストは信頼できません。
review-reputationスキルを実行し、顧客流出層に絞った分析を行います。
入力情報：
出力：
各顧客の沈黙の程度を示すランク付きリスト（その顧客の通常パターンとの比較）
重要なポイント：
その顧客自身の過去パターンと比較する。 業界平均ではなく、その人の購買サイクルから見て遅延しているかを判断します。例えば、四半期ごとに購入していた人が7ヶ月ぶりなら要注目ですが、年1回の顧客が数ヶ月ぶりなら問題ありません。
日付データを信頼する。 購買データが一括取り込みされている場合、記録日が取り込み日になっていないか確認し、確認結果を出力に記載します。
過去の購買額で優先順位をつける。 沈黙の長さではなく顧客の価値で判断します。
「低評価レビュー→沈黙」のペアに注目。 これは顧客流出の最も明確な信号であり、メール送信ではなく担当者からの直接連絡が必要です。
承認ゲート： 担当者がリストを確認し、連絡不要な顧客を削除します。
ドラフト作成前に、担当者に確認します：割引・クレジット・優先対応など、約束できる内容は何か。
重要： 約束できない内容を勝手に盛り込んではいけません。既に壊れた関係なので、約束違反は致命的になります。提案がない場合は、正直な「お久しぶりです」メッセージだけで十分です。
outreach-composerスキルを実行し、4週間で3通のメッセージを送るシーケンスを作成します。
入力情報：
出力：
各顧客向けシーケンス（顧客の実際の購買履歴に基づいた内容）
メッセージの構成ルール：
承認ゲート： 担当者が第1通目を顧客ごとに全て読んで編集。送信は明示的な許可が必要（対象顧客数・メッセージ数・送信元アカウント名を含む）。第1通目の承認は第2・3通目の承認ではありません。
メール接続がない場合は、担当者が手作業で送信できるようドラフト形式で提供します。
返信がクレーム（要望・不満・トラブル報告）なら、シーケンスを直ちに停止。 第2通目以降は送りません。
その代わり：
ticket-deflectorにクレーム対応を渡す、またはreview-reputationに戻すクレームの上から売り込み続けると、沈黙している顧客が「1つ星レビューを公開する顧客」に変わります。これは完全に避けられます。
自動返信の返信（不在通知など）も、それが期限切れするまで停止。 誰かが既に返信しているのに追加送信するのは、自動化の最悪の証拠です。
crm-autopilotスキルをログモードで実行します。
入力情報：
出力：
承認ゲート： CRM書き込みは承認が必要。新規連絡先は事前通知。案件ステージは提案のみ（自動書き込みなし）。削除はなし。
CRM接続がない場合は、軽量なスプレッドシートで記録を保持します。
担当者の保存済み出力設定に従う（デフォルトではマークダウンファイルを使わない）。 ビジネス背景セクションの「出力設定」を確認：
ビジュアルアーティファクト（デフォルト）： HTML形式で復帰メッセージパッケージをレンダリング（ハウススタイル準拠）。各顧客がカード表示（名前・購買額・購買サイクル・沈黙の期間・負の信号）で、シーケンス内の各メッセージはコピーボタン付きコピーブロック表示。小さいヘッダーパネルに提案と声のトーン。
Word / Markdown / Notion / Canva設定： 同じ内容をその形式で（Notionページを新規作成・上書きなし、Canvaは毎回新デザイン・日付で命名）。NotionやCanvaが接続されていなければHTMLアーティファクトで代替。
最後にチャットで1段落の要約：
その後、簡潔な次のステップを提案（最大3個、既に却下したものは除く）：
review-reputation/grow-pipelinespeed-to-leadここに挙げたコネクタは検証済みパスであり、全てではありません。担当者がリストにないツールを使いたい場合は、build-connectorを提案してください。コネクタディレクトリを確認してから、Zapierを経由して接続します（生のAPI直接実装はしない）。接続できれば、このスキルの他のオプションコネクタと同じ承認ゲートの下で使用可能になります。
Run the win-back chain: review-reputation to find who went quiet and why, outreach-composer to write to them, crm-autopilot to log it. The owner approves at every handoff, per message.
Connectors: a CRM (HubSpot, Monday.com, Salesforce, or Zoho CRM), a payments connector (PayPal, Square, or Stripe), or a storefront (Shopify or Square) is the backbone — one is required to know who bought what and when, and same-category connectors are peers (../../shared/connector-neutrality.md). A storefront alone is enough: its customer list (Shopify list-customers) and order history (list-orders, get-order) are the purchase rhythm. Mail (Gmail or Microsoft 365) adds sending; a storefront also adds order and fulfillment patterns as a churn signal in their own right. A ledger adds invoice history (Zoho Books list_invoices by customer_id; the other ledgers' AR and sales-by-customer reads), which is the cleanest read of a customer's rhythm and worth. A support desk (Zoho Desk) adds service history — an unresolved ticket beside a silence is a reason, not a mystery, and it moves that customer to the owner's call list rather than the email sequence. With none of these, an exported customer list and pasted reviews go in and win-back drafts come out for the owner to send by hand.
Mailchimp, when connected, adds two things and no more: campaign and audience-growth analytics that help spot who went quiet on email before they went quiet on orders, and a place to save an approved win-back as draft campaign content. It cannot send, its planner refuses single-campaign requests and returns multi-channel plans only, and its audience list should be treated as unreadable unless a call actually returns it — the quiet-customer list still comes from the CRM, the payments connector, the storefront, the ledger, or an export.
Trigger the review-reputation skill workflow, scoped to the churn side rather than the full reputation report.
In: customer purchase or job history from the CRM, the payments connector, the storefront, the ledger, or an uploaded export. Stripe: GET /v1/customers by email, then GET /v1/charges for that customer, for value and rhythm; PayPal: the transaction list by payer; Square: payments by customer. Plus public reviews, disputes, support tickets (Zoho Desk getTicketsByContact), and complaint-language email threads for the "why."
Out: a ranked list of quiet customers, each with their own normal rhythm, how far past it they are, what the relationship was worth, and any negative signal attached — a one-star review, a dispute, a late fulfillment, a refund.
A quiet customer is one whose gap has stretched past their own pattern, not past an industry average. Someone who buys quarterly and has been gone seven months is a signal. Someone who buys annually is not.
Trust the dates before trusting the gaps. Sanity-check the order-date field before computing anyone's rhythm. If a date-window query returns essentially the whole store or nothing at all, or created_at values cluster on one or two days, the field is unreliable — bulk-imported orders stamp the import date, not the order date. Fall back to processed_at or the per-customer order history, and say in the output which date field was used and why.
Rank by past value, not by length of silence. Fifteen names Ray Okonkwo will actually work beat two hundred he will not.
Flag anyone who left a negative review and then stopped. That pairing is the clearest churn signal in the data, and it usually deserves a call from the owner rather than a drafted email. Say so.
Gate: the owner confirms the list and strikes anyone they do not want contacted, before a word is written. Some silences the owner already knows the reason for.
Before drafting, ask what the owner can honor: a discount, a credit, priority scheduling, a service that did not exist last time, or nothing but an honest check-in.
Never invent an offer. A win-back that promises something the owner has not agreed to is worse than no outreach, because it lands as a broken promise on a relationship that was already fragile.
If the answer is "nothing," that is fine. The honest check-in is the stronger first message anyway.
Trigger the outreach-composer skill workflow using the re-engagement sequence: three messages over four weeks.
In: the confirmed customer list with each one's history and reason, the confirmed offer, and the shared voice profile.
Out: a sequence per customer, grounded in something real about their history — what they bought, what job was done, when.
The rule that must survive this chain: the first message does not pitch. It acknowledges the gap honestly and asks what happened, and means it. A customer who went quiet usually did so for a reason, and a pitch confirms they were right to. The offer, if there is one, lives in message three.
Message two says what has changed since. Message three gives a specific, time-bound reason to come back. Every message under 90 words, and every one runs against the slop test before the owner sees it.
Gate: the owner reads message one in full per customer, then edits. Sending needs an explicit yes for that batch, stating how many messages, to whom, and from which account. Approval for message one is not approval for the follow-ups.
Without a mail connector, run draft-only and format the copy to paste anywhere.
This is the rule that matters most in this chain, and it overrides the schedule.
If a reply comes back as a complaint, stop the sequence immediately and hand to ticket-deflector for the reply, or back to review-reputation. Do not send message two. Do not send the offer.
Continuing to sell over a complaint is how a quiet customer becomes a public one-star review, and it is entirely avoidable.
Also stop the sequence on any reply at all, including an out-of-office until it expires. A follow-up landing after someone already answered is the clearest possible sign of automation.
Trigger the crm-autopilot skill workflow in log mode.
In: every touch drafted or sent, every reply, and every sequence that was stopped and why.
Out: activity logged against the right contact, a next step with a date on anyone who replied, and the non-responders marked so the next run does not open with the same line.
Gate: CRM writes are approved. Contact creation is announced first. Deal stage is proposed, never written. Nothing is deleted.
Without a CRM, keep the record in the lightweight spreadsheet.
../../shared/untrusted-content.md).Deliver the drafts per the owner's stored output preference — never default to a markdown file. Check the ## Business context block's Output preference (shared style guide rule):
../../shared/artifact-style.md). Each customer is a card — name, account value in tabular-nums, their rhythm and the gap, any negative-signal pill — and each message in their sequence is a copy block (the style guide's copy-button component) so the owner can copy any single message and send it by hand. The offer note and voice note sit in a small header panel, not a wall of preamble.End with a one-paragraph recap in chat: how many quiet customers were found and what they were worth, how many sequences were drafted versus sent, who replied, which sequences were stopped and why, and what was logged.
Then one short close: the win-backs are out and every stop and reply is logged. The natural next step is "what are customers saying" — review-reputation watches whether the sentiment that drove the churn is turning. Also nearby: "fill my funnel" (/grow-pipeline) to replace the customers who stay gone, and "leads are going cold" (speed-to-lead) so replies to these win-backs get answered fast. Offer at most three, and skip any offer the owner already declined this session.
The connectors named in this skill are the tested paths, not a wall. If the owner wants this flow to use a tool that isn't connected or listed, offer build-connector — it checks the connector directory first and connects through Zapier otherwise, never hand-building against a raw API. Once the connection exists, the tool joins this skill like any other optional connector, under the same approval gates.
原文・著作権は Anthropic および各プラグイン作者に帰属します。日本語訳は Claude API による自動翻訳です。