Dormant Account Reactivation at Al–Shajar Capital

Ali Sajid, Muhammad Yawar Uz Zaman


The case study highlights the importance of finding a simple and cost effective solution to a core business problem. It elaborates the cost effective approach of Al-Shajar Capital’s Management in reactivating its dormant client base in order to capitalize the post Polling Stock Market rally. In order to analyze its dormant client base, Al-Shajar Capital remodeled the exercise as a capstone project and awarded it to final year MBA students of IoBM-CBM. The study used a modified form of Doreén Pick’s Customer win back model to reactivate customers’ accounts, not actively trading in the market. A five-week, non-scripted warm calling session was conducted, followed by a detailed report and formal presentation. Due to operational issues and human resource limitation, the exercise was conducted on weekends. The study was a success as not only it was able to revert and activate majority of dormant client accounts but also left a positive impression on many non-returning clients.


Reactivation; Capstone; Dormant account; customer win back

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