The majority of decision makers in a company tends to compensate the loss of a customer by acquiring new customers. It is shown, that this is not the best way, particularly in mature and highly competitive markets. Compared to customer recruiting, recovery is often disregarded, although it is proven, that the recovery of lost customers is the more economical solution to keep or to increase (with concurrent ongoing acquisition) the customer base (compared to the acquisition).In order to recapture customers, information about lost customers has to be gained. The Lost Order Analysis provides this information and can be seen as the base for accurate recovery activities. To demonstrate the tasks (identification of lost customers, termination analysis and segmentation of expired customers) and applications of the analysis, the various approaches that had been selected by authors of previous research, were merged and presented.In the practical part of the thesis the focus is laid on the Lost Order Analysis at SMEs. In former papers, authors concentrated their research on precise calculation including the huge amount of data records they had. In contrast to them, this paper emphasizes on a cost-efficient solution to help Managers of SME to startup their own customer recovery program. Therefore a step-by-step guide has been developed. This guide includes practically proved models and calculations, which were reduced to a level that allows achieving an optimal cost-benefit ratio. This is a requirement for SMEs because usually their human and financial resources are limited.Customer recovery is an essential part of the customer relationship management, but it is often underestimated by managers of SMEs. One objective of the present paper was motivating managers to pay more attention on their lost customers, because even small effort can cause large effects.