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 project context first: If .claude/project-context.md or .cursor/project-context.md exists, read Sections 4 (Audience), 9 (Documentation).

Identify:

1. Churn type: Voluntary (active cancel) vs involuntary (payment failure)
2. Signals: Login frequency, feature usage, support tickets
3. Stage: Onboarding, expansion, renewal

Churn Types