Growing your trail book isn’t just about writing more loans, it’s about understanding what’s driving growth and where you might be losing ground. Two factors often overlooked are the mix of applications you write each month and churn.
If most of your activity comes from existing customers refinancing or taking out new loans, your trail book may not grow as much as expected. Similarly, if customers leave when their fixed rate expires or their interest-only period ends, you can lose valuable relationships before you have a chance to act.
The good news? With the right insights, you can turn these challenges into opportunities for retention and growth.
| definition | |
| Recapture |
A new loan issued to an existing customer who had a loan discharge within the past three months. This highlights how many customers are returning to you. |
|
Potential refinances |
Loans where the customer’s previous loan closed on the same day a new loan opened, indicating customers who have likely refinanced an existing loan. |
Action: Regularly review these ratios to understand what’s driving your performance and use that insight to balance retention with new customer acquisition for sustainable growth.
While the recapture and refinance metrics show what’s happening, you also need to anticipate what’s coming. Two key milestones often trigger churn:
Your Portfolio Analysis report already includes filters for these milestones, making it easy to generate lists of customers approaching these points.
Action:
Run-off is inevitable, but unnecessary loss isn’t. By combining visibility (recapture and refinance table) with proactive outreach (using existing filters), you can:
When you act on these insights regularly, you shift from reacting to churn to preventing it and turning potential churn into opportunities for sustainable growth.