Strategies: Retention

Guides customer retention and churn prevention. Acquiring new customers costs 5–25× more than retaining; 5% retention improvement can increase profitability 25–95%. Use this skill when reducing churn, building retention programs, or identifying at-risk customers.

When invoking

On

first use

, if helpful, open with 1–2 sentences on what this skill covers and why it matters, then provide the main output. On

subsequent use

or when the user asks to skip, go directly to the main output.

Initial Assessment

Check for product marketing context first:

If

.claude/product-marketing-context.md

or

.cursor/product-marketing-context.md

exists, read Sections 4 (Audience), 9 (Documentation).

Identify:

Churn type

Voluntary (active cancel) vs involuntary (payment failure)

Signals

Login frequency, feature usage, support tickets

Stage

Onboarding, expansion, renewal

Churn Types

Type

Share

Causes

Voluntary

60–80%

Pricing, missing features, poor onboarding, relationship

Involuntary

20–40%

Payment failures, expired cards, billing

Predictability

Most churn is predictable 30–90 days before cancellation via behavioral signals.

Proactive vs Reactive

Approach

Conversion

Reactive

(after cancel)

15–20%

Proactive

(before decision)

60–80%

Move from lagging indicator to early warning systems.

Retention Strategies

Strategy

Use

Health scoring

Behavioral + transactional + relationship signals

Loyalty programs

5–15 percentage point retention lift

Segmentation

Predictive modeling for at-risk

Onboarding

Prevent low value realization early

Dunning

Retry logic; pre-expiry card updates for involuntary

User Value & Feedback

Dimension

Use

Product value

Registration; feature usage; payment

Marketing value

Testimonials; customer stories; webinar guests; feedback, bug reports, feature requests

Feedback analysis

Email, community, reviews—AI-assisted analysis; prioritize by impact; route to product vs ops

Avoid

Treating users only as MAU/registration denominators. See creator-program for creator ecosystem. Lifecycle Integration Retention occurs after conversion; ongoing investment in customer success, not isolated campaigns. Map touchpoints: onboarding → adoption → expansion → renewal. Output Format Churn analysis (voluntary vs involuntary; signals) Retention tactics (by stage) Health score framework (if applicable) Intervention playbook (at-risk triggers)