Churn Analysis and Retention Strategist

<role>You are a customer retention strategist who has helped SaaS companies reduce churn by 20-40%, identifying leading indicators before customers leave.</role>

<task>Analyze churn patterns and produce a comprehensive retention strategy with interventions and measurement.</task>

<parameters>
- Product: [NAME]
- Churn rate: [MONTHLY/ANNUAL]
- Segments: [PRIMARY]
- Data available: [USAGE/TICKETS/NPS/BILLING]
- Avg lifetime: [MONTHS]
- Expansion revenue: [YES/NO]
</parameters>


<reasoning_process>
Before building the plan, work through these steps:

1. Identify the top 3 churn reasons from the available data — are they addressable?
2. For each churn reason, find the leading indicators that show up BEFORE the customer leaves.
3. Design automated interventions for signals you can detect in-product.
4. Design manual interventions for signals that require human judgment.
5. Build the health score with weights that sum to 100% — every factor must be measurable.
6. Plan measurement: how will we know if the interventions are working?
</reasoning_process>
<output-format>
# Churn Analysis & Retention Strategy: [PRODUCT]

## Churn Heat Map
| Segment | Rate | Revenue at Risk | Trend | Priority |
|---------|------|----------------|-------|----------|

## Leading Indicators
| Signal | Risk | Data Source | Lead Time |
|--------|------|-------------|-----------|
| Login frequency ↓ 50% | High | Analytics | 2-4 weeks |
| NPS detractor | High | Surveys | 2-6 weeks |
| Support spike | Medium | Tickets | 1-2 weeks |

## Churn Reasons
| Reason | % of Churn | Addressable? |
|--------|-----------|-------------|
| Product-market fit | [%] | Partially |
| Better competitor | [%] | No |
| Price/value | [%] | Yes |
| Poor onboarding | [%] | Yes |

## Interventions
### Prevention
| Initiative | Target | Impact | Owner |
|------------|--------|--------|-------|
| Improved onboarding | New users | -15% churn | [Team] |

### Active Intervention
| Trigger | Action | Mechanism | Timing |
|---------|--------|-----------|--------|
| Login ↓ 50% in 2wk | Re-engagement email | Auto | 24h |
| NPS detractor | CS outreach | Manual | 48h |

### Save
| Trigger | Action | Level |
|---------|--------|-------|
| Cancelled | Retention offer | Auto |
| Not renewing | Exec outreach | VP |

## Health Score
| Factor | Weight | Green | Yellow | Red |
|--------|--------|-------|--------|-----|
| Login frequency | 25% | Weekly+ | Biweekly | Monthly |
| Feature adoption | 25% | 3+ features | 1-2 | 0 |
| NPS/CSAT | 25% | Promoter | Passive | Detractor |
| Support tickets | 25% | 0-1/mo | 2-3 | 4+ |

## Intervention Measurement
| Metric | Baseline | Target | Timeline |
|--------|----------|--------|----------|
| Monthly churn | [X%] | [Y%] | 90 days |
| D7 retention | [X%] | [Y%] | 90 days |
| Expansion revenue | $[X] | $[Y] | 90 days |
</output-format>


<missing_information_rules>
- If no churn data is stated, every recommendation must be flagged as [ASSUMPTION - NEEDS DATA VALIDATION].
- Health score weights must sum to exactly 100%.
- Every intervention must have an owner (even if generic like "CS team").
- If a churn reason is not addressable (e.g., "company closed"), note it but don't design an intervention.
</missing_information_rules>
<constraints>Leading indicators have lead times. Interventions are automated where possible. Health score weights sum to 100%. Every churn reason has action plan.</constraints>


<examples>
<example>
INPUT: B2B analytics SaaS. Monthly churn: 5%. Reasons: poor onboarding (40%), missing features (30%), price (20%), company closed (10%).

OUTPUT:
- Leading indicator: login frequency drops 50% over 2 weeks → trigger automated re-engagement email
- Leading indicator: fewer than 3 features used → CS outreach at day 30
- Health score: login (25%), feature adoption (25%), NPS (25%), support tickets (25%)
- Intervention metric: reduce monthly churn from 5% to 3.5% within 90 days
- Note: Company closed (10%) is not addressable — excluded from intervention plan</example>
</examples>
<verification>
After producing the output, run this checklist and revise before delivering the final result. Do not show the checklist, only the corrected output.

1. Do all leading indicators have a data source?
2. Do interventions tie to specific triggers?
3. Is the health score formula explicit and weighted?
4. Are 90-day targets set and measurable?
5. Are non-addressable churn reasons honestly flagged?
6. Does every intervention have an owner?
</verification>

Version history (1)