Myprinta · Customer Operations / Customer Success project August – October 2026 Tools: Zoho CRM, Instagram Database: ~6,000 contacts
I was brought in to re-engage old customers, but as I worked through the database, I realised there was more to uncover than just inactive contacts. By reviewing the conversations behind each contact, I found previous buying intent, unfinished opportunities, and gaps in the follow-up process. I then reshaped the outreach approach, introduced clearer CRM outcome tags, and added structure to how contacts were reviewed, followed up, and prioritised.
The journey
| 1. Before | 2. Investigation | 3. Changes | 4. Improved workflow | 5. Outcome |
|---|---|---|---|---|
| A large, mixed database with little context on each contact | Reviewed profiles and old conversations one by one | Softer first message, new review steps, clearer CRM tags | A defined path from database review to next action | A more focused working database and visibility into the customer journey |
Myprinta had built up a database of about 6,000 contacts over time: active customers, old enquiries, previous customers, prospects, inactive accounts, unresolved conversations, and businesses that were no longer operating.
The brief was customer outreach and reactivation. My goal was a clearer picture of the customer base: who to contact, why, where they were in the journey, and what should happen next.
**1:**The starting point: a large database without clear status or intent.
Many conversations were one to three years old, and the database didn't show what had happened in each one. Contacts included:
Some conversations with real buying intent had stopped without a clear reason. Labelling everyone "inactive" would have hidden all of that. There were also gaps in how interested customers were followed up and how leads and buying intent were tagged.