{ "schemaVersion": "1.0", "item": { "slug": "afrexai-client-success", "name": "Client Success & Revenue Expansion", "source": "tencent", "type": "skill", "category": "开发工具", "sourceUrl": "https://clawhub.ai/1kalin/afrexai-client-success", "canonicalUrl": "https://clawhub.ai/1kalin/afrexai-client-success", "targetPlatform": "OpenClaw" }, "install": { "downloadMode": "redirect", "downloadUrl": "/downloads/afrexai-client-success", "sourceDownloadUrl": "https://wry-manatee-359.convex.site/api/v1/download?slug=afrexai-client-success", "sourcePlatform": "tencent", "targetPlatform": "OpenClaw", "installMethod": "Manual import", "extraction": "Extract archive", "prerequisites": [ "OpenClaw" ], "packageFormat": "ZIP package", "includedAssets": [ "README.md", "SKILL.md" ], "primaryDoc": "SKILL.md", "quickSetup": [ "Download the package from Yavira.", "Extract the archive and review SKILL.md first.", "Import or place the package into your OpenClaw setup." ], "agentAssist": { "summary": "Hand the extracted package to your coding agent with a concrete install brief instead of figuring it out manually.", "steps": [ "Download the package from Yavira.", "Extract it into a folder your agent can access.", "Paste one of the prompts below and point your agent at the extracted folder." ], "prompts": [ { "label": "New install", "body": "I downloaded a skill package from Yavira. Read SKILL.md from the extracted folder and install it by following the included instructions. Then review README.md for any prerequisites, environment setup, or post-install checks. Tell me what you changed and call out any manual steps you could not complete." }, { "label": "Upgrade existing", "body": "I downloaded an updated skill package from Yavira. Read SKILL.md from the extracted folder, compare it with my current installation, and upgrade it while preserving any custom configuration unless the package docs explicitly say otherwise. Then review README.md for any prerequisites, environment setup, or post-install checks. Summarize what changed and any follow-up checks I should run." } ] }, "sourceHealth": { "source": "tencent", "slug": "afrexai-client-success", "status": "healthy", "reason": "direct_download_ok", "recommendedAction": "download", "checkedAt": "2026-05-01T20:38:07.918Z", "expiresAt": "2026-05-08T20:38:07.918Z", "httpStatus": 200, "finalUrl": "https://wry-manatee-359.convex.site/api/v1/download?slug=afrexai-client-success", "contentType": "application/zip", "probeMethod": "head", "details": { "probeUrl": "https://wry-manatee-359.convex.site/api/v1/download?slug=afrexai-client-success", "contentDisposition": "attachment; filename=\"afrexai-client-success-1.0.0.zip\"", "redirectLocation": null, "bodySnippet": null, "slug": "afrexai-client-success" }, "scope": "item", "summary": "Item download looks usable.", "detail": "Yavira can redirect you to the upstream package for this item.", "primaryActionLabel": "Download for OpenClaw", "primaryActionHref": "/downloads/afrexai-client-success" }, "validation": { "installChecklist": [ "Use the Yavira download entry.", "Review SKILL.md after the package is downloaded.", "Confirm the extracted package contains the expected setup assets." ], "postInstallChecks": [ "Confirm the extracted package includes the expected docs or setup files.", "Validate the skill or prompts are available in your target agent workspace.", "Capture any manual follow-up steps the agent could not complete." ] }, "downloadPageUrl": "https://openagent3.xyz/downloads/afrexai-client-success", "agentPageUrl": "https://openagent3.xyz/skills/afrexai-client-success/agent", "manifestUrl": "https://openagent3.xyz/skills/afrexai-client-success/agent.json", "briefUrl": "https://openagent3.xyz/skills/afrexai-client-success/agent.md" }, "agentAssist": { "summary": "Hand the extracted package to your coding agent with a concrete install brief instead of figuring it out manually.", "steps": [ "Download the package from Yavira.", "Extract it into a folder your agent can access.", "Paste one of the prompts below and point your agent at the extracted folder." ], "prompts": [ { "label": "New install", "body": "I downloaded a skill package from Yavira. Read SKILL.md from the extracted folder and install it by following the included instructions. Then review README.md for any prerequisites, environment setup, or post-install checks. Tell me what you changed and call out any manual steps you could not complete." }, { "label": "Upgrade existing", "body": "I downloaded an updated skill package from Yavira. Read SKILL.md from the extracted folder, compare it with my current installation, and upgrade it while preserving any custom configuration unless the package docs explicitly say otherwise. Then review README.md for any prerequisites, environment setup, or post-install checks. Summarize what changed and any follow-up checks I should run." } ] }, "documentation": { "source": "clawhub", "primaryDoc": "SKILL.md", "sections": [ { "title": "Client Success & Revenue Expansion — The Complete Retention Operating System", "body": "Turn clients into long-term revenue engines. This isn't advice — it's a complete operating system with scoring models, templates, playbooks, and automation patterns that work for any B2B or B2C subscription business." }, { "title": "Use When", "body": "Designing or auditing your retention strategy end-to-end\nA client shows churn signals and you need an intervention playbook\nBuilding onboarding flows that stick (first 90 days)\nPlanning expansion revenue from existing accounts\nRunning quarterly business reviews (QBRs)\nAnalyzing cohort retention data and identifying drop-off causes\nCreating reactivation campaigns for churned users\nBuilding a customer health scoring system\nPreventing involuntary churn (payment failures)" }, { "title": "Don't Use When", "body": "Acquiring brand-new clients (use lead generation / outreach skills)\nOne-time product sales with zero recurring component\nThe client is genuinely a terrible fit — let them go gracefully" }, { "title": "Phase 1: Customer Health Score (Your Early Warning System)", "body": "Before anything else, build a health score. Without one, you're flying blind — reacting to churn instead of preventing it." }, { "title": "Health Score Model (0-100)", "body": "Score every account weekly. Automate where possible.\n\nhealth_score:\n dimensions:\n usage:\n weight: 30\n signals:\n - login_frequency_vs_baseline: # % of their normal\n 90-100%: 10\n 70-89%: 7\n 50-69%: 4\n below_50%: 1\n - core_feature_adoption: # % of key features used\n 4+_features: 10\n 3_features: 7\n 2_features: 4\n 1_or_fewer: 1\n - depth_of_usage: # power user vs surface\n advanced_features: 10\n intermediate: 6\n basic_only: 3\n \n engagement:\n weight: 25\n signals:\n - response_time_to_comms: # avg days to reply\n same_day: 10\n 1-2_days: 7\n 3-5_days: 4\n 5+_days_or_no_reply: 1\n - attends_check_ins: # QBR/call attendance\n always: 10\n usually: 7\n sometimes: 4\n never: 1\n - proactive_requests: # they ask for more\n monthly: 10\n quarterly: 6\n rarely: 3\n never: 1\n \n financial:\n weight: 20\n signals:\n - payment_history: # last 6 months\n always_on_time: 10\n 1_late: 7\n 2+_late: 3\n failed_payment_unresolved: 0\n - contract_value_trend:\n expanding: 10\n stable: 6\n contracting: 2\n - billing_page_visits: # in last 30 days\n none: 10\n 1-2: 6 # curious\n 3+: 2 # shopping to leave\n \n relationship:\n weight: 15\n signals:\n - champion_status: # your internal advocate\n strong_champion: 10\n moderate: 6\n weak_or_unknown: 3\n champion_left_company: 0\n - stakeholder_breadth: # contacts you have\n 3+_contacts: 10\n 2_contacts: 6\n single_threaded: 2\n - sentiment_last_interaction:\n positive: 10\n neutral: 6\n negative: 2\n \n outcome:\n weight: 10\n signals:\n - achieving_stated_goals: # their original objectives\n exceeding: 10\n on_track: 7\n behind: 3\n unclear_goals: 2\n - roi_demonstrated:\n clear_positive_roi: 10\n probable_roi: 6\n unclear: 3\n negative: 0\n\n risk_tiers:\n healthy: 75-100 # green — nurture & expand\n monitor: 50-74 # yellow — proactive outreach\n at_risk: 25-49 # orange — intervention required\n critical: 0-24 # red — save or graceful exit" }, { "title": "Automated Health Alerts", "body": "Score ChangeActionDrops 15+ points in one weekImmediate outreach — something changedEnters \"at-risk\" tierTrigger save playbook (Phase 5)Enters \"critical\"Escalate to founder/CEO within 24 hoursRises to \"healthy\" from lower tierSend congratulations + expansion conversationChampion leaves companyEmergency: identify new champion within 48 hours" }, { "title": "Phase 2: Onboarding (Days 0-90) — The Retention Foundation", "body": "20%+ of voluntary churn traces back to poor onboarding (Recurly). The first 90 days determine the next 900." }, { "title": "Day-by-Day Onboarding Framework", "body": "onboarding_playbook:\n day_0:\n - welcome_message: |\n Personal, not templated. Reference their specific goals from the sales process.\n Include: what happens next, timeline, who they'll work with, how to reach you.\n - access_setup: Grant all necessary access, tools, integrations\n - kickoff_call: 30 min — align on goals, success metrics, communication cadence\n - document: Record their stated goals and success criteria in CRM\n \n day_1-3:\n - quick_win: Deliver ONE visible result ASAP\n - examples:\n - SaaS: first workflow automated\n - Agency: first deliverable draft\n - Consulting: first insight or recommendation\n - why: Quick wins create commitment bias — they've now seen value\n \n day_7:\n - check_in_1: |\n \"How's everything going? Any questions or blockers?\"\n Goal: surface confusion early. Don't wait for them to complain.\n - share_progress: Show what's been done, even if small\n \n day_14:\n - first_result: Share measurable outcome with numbers\n - format: \"[Metric] went from [X] to [Y] — here's what that means for you\"\n - ask: \"Is this aligned with what you expected?\"\n \n day_30:\n - milestone_review:\n - Show ROI calculation\n - Confirm success metrics are being hit\n - Discuss next 60 days\n - Introduce expansion possibilities (plant seeds, don't sell)\n - document: Update CRM with 30-day health assessment\n \n day_60:\n - deeper_review:\n - Feature adoption check — are they using everything available?\n - Identify unused capabilities and train on them\n - Stakeholder expansion — meet other team members who should be involved\n \n day_90:\n - graduation:\n - Full QBR format (see Phase 4)\n - Transition from \"onboarding\" to \"ongoing\" cadence\n - Set annual goals\n - If health score is green: discuss year 1 roadmap\n - If yellow/orange: intervention before it becomes a habit" }, { "title": "Onboarding Scoring Rubric (0-100)", "body": "Grade your onboarding process:\n\nDimensionWeightScore 10Score 5Score 1Time to first value25< 3 days1-2 weeks> 2 weeksClient effort required20Minimal (you do it)ModerateHeavy liftPersonalization15Fully customized to goalsSemi-templatedGenericCommunication clarity15Proactive, clear timelineReactiveConfusingQuick win delivered15Measurable result in week 1Vague progressNo winDocumentation10Full knowledge base / guideBasic docsNothing\n\nTarget: 80+. Below 60 = your onboarding is a churn factory." }, { "title": "Phase 3: Ongoing Value Delivery (Monthly Proof)", "body": "Clients don't churn because your service stopped working. They churn because they forgot it was working." }, { "title": "Monthly Value Report Template", "body": "# [Month] Performance Report — [Client Name]\n\n## Key Metrics\n| Metric | This Month | Last Month | Change |\n|--------|-----------|------------|--------|\n| [Primary KPI] | [value] | [value] | [+/-]% |\n| [Secondary KPI] | [value] | [value] | [+/-]% |\n| [Tertiary KPI] | [value] | [value] | [+/-]% |\n\n## What We Did\n- [Specific action 1 with result]\n- [Specific action 2 with result]\n- [Optimization or improvement made]\n\n## ROI Summary\n- Your investment: $[monthly cost]\n- Value delivered: $[quantified value]\n- ROI: [X]x return\n\n## What's Next\n- [Planned improvement 1]\n- [Planned improvement 2]\n\n## Quick Question\n[One specific question to keep dialogue open]" }, { "title": "Value Report Rules", "body": "Send EVERY month without exception — automate the data pull\nReal numbers only — never vague \"things are going well\"\nShow the trend — month-over-month shows trajectory\nAlways end with a question — keeps communication bidirectional\nHighlight one proactive improvement — shows you're working even when they don't ask\nKeep it under 1 page — executives skim, don't read novels" }, { "title": "Phase 4: Quarterly Business Reviews (QBRs)", "body": "QBRs are your highest-leverage retention activity. A good QBR simultaneously prevents churn, surfaces expansion, and deepens the relationship." }, { "title": "QBR Agenda Template (45-60 min)", "body": "qbr_agenda:\n 1_celebrate_wins: # 10 min\n - \"Here's what we've accomplished together this quarter\"\n - Show 3-5 headline metrics with trends\n - Tie results to their original goals\n - Ask: \"Does this match your perception?\"\n \n 2_deep_dive: # 15 min\n - One area of focus (their choice or your recommendation)\n - Bring analysis they haven't seen\n - Benchmark against industry if possible\n - \"Here's what we've learned and what it means\"\n \n 3_feedback_loop: # 10 min\n - \"What's working well?\" (reinforce, don't skip this)\n - \"What could we do better?\" (write it down visibly)\n - \"Has anything changed in your business we should know about?\"\n - Listen for churn signals (see list below)\n \n 4_roadmap: # 10 min\n - What's planned for next quarter\n - Any new capabilities or features relevant to them\n - Tie roadmap items to their stated needs\n \n 5_expansion: # 5 min\n - \"Based on your growth, here's where we could help more\"\n - Present ONE expansion idea (not three — focused)\n - Frame as: \"Other clients in your situation have found X valuable\"\n - No pressure — plant the seed\n \n 6_next_steps: # 5 min\n - Summarize action items (yours and theirs)\n - Confirm next QBR date\n - Send written summary within 24 hours" }, { "title": "QBR Scoring (Rate the Account 1-5)", "body": "Dimension5 (Excellent)3 (Okay)1 (Danger)Goal achievementExceeding all goalsHitting someMissing mostEngagementProactive, enthusiasticResponsiveDisengagedRelationship depthMulti-threaded, exec sponsorSingle contactContact leavingExpansion signalsAsking about more servicesOpen to discussionCutting scopePayment healthAlways on time, expandingStableLate, questioning costs\n\nScore 20-25: Expansion candidate — push for upsell\nScore 15-19: Healthy — maintain cadence\nScore 10-14: At risk — increase touchpoints\nScore 5-9: Critical — activate save playbook immediately" }, { "title": "14 Churn Signals (Ranked by Severity)", "body": "#SignalSeverityResponse Time1Data export request🔴 CriticalSame day2Asks about cancellation terms🔴 CriticalSame day3Champion leaves company🔴 Critical48 hours4Payment failure (2nd attempt)🔴 CriticalSame day5Usage drops 50%+ from baseline🟠 High3 days6Stops responding to messages🟠 High1 week7Misses 2+ scheduled check-ins🟠 High1 week8Competitor mentioned in conversation🟡 MediumNext touchpoint9Budget review announced internally🟡 Medium1 week10Key stakeholder change🟡 Medium2 weeks11Asks to reduce scope/tier🟡 MediumNext touchpoint12Support tickets spike then go silent🟡 Medium1 week13Billing page visits increase🟡 MediumNext touchpoint14Engagement score declining 3 weeks straight🟡 Medium2 weeks" }, { "title": "Save Playbook (5 Stages)", "body": "save_playbook:\n stage_1_detect:\n trigger: Health score enters \"at-risk\" OR churn signal detected\n action: |\n Internal alert to account owner + manager.\n Pull full account history: usage, payments, last interactions, open issues.\n Prepare value summary (total ROI delivered to date).\n \n stage_2_reach_out:\n timing: Within response time for the signal severity\n approach: |\n Personal, NOT templated. From a human, not \"the team.\"\n \"Hi [Name], I noticed [specific observation]. Wanted to check in — \n is everything going well with [specific thing]?\"\n DO NOT: mention churn, be defensive, or offer discounts preemptively.\n channel: Match their preferred channel (email, call, Slack, etc.)\n \n stage_3_listen:\n goal: Understand the real reason, not the surface excuse\n common_real_reasons:\n - \"Not seeing value\" → ROI not demonstrated clearly enough\n - \"Too expensive\" → Value perception gap (or genuine budget cut)\n - \"Switched to competitor\" → Feature/price gap you didn't know about\n - \"Champion left\" → Relationship wasn't broad enough\n - \"Don't use it enough\" → Adoption/training gap\n - \"Priorities changed\" → Their business shifted\n technique: |\n Ask \"What would need to change for this to work for you?\" \n NOT \"What's wrong?\" (defensive) or \"What can we do?\" (desperate)\n \n stage_4_intervene:\n options_by_reason:\n not_seeing_value:\n - Emergency value review — show ROI with hard numbers\n - Offer dedicated optimization session\n - Set new, measurable goals with 30-day checkpoint\n too_expensive:\n - Tier adjustment (downgrade > cancel)\n - Pause option (1-2 months, hold their data/setup)\n - Annual discount if they commit\n - LAST RESORT: temporary price reduction with expiry\n low_usage:\n - Personalized training session\n - Assign an onboarding buddy\n - Simplify their setup (reduce complexity)\n champion_left:\n - Request intro to successor within 48 hours\n - Prepare \"new stakeholder briefing\" with full history + ROI\n - Offer fresh kickoff call with new contact\n competitor:\n - Understand specific features/price they're comparing\n - Build competitive comparison (honest, not FUD)\n - If you genuinely can't compete: let them go gracefully\n \n stage_5_outcome:\n saved:\n - Document what worked → update playbook\n - Set 30/60/90 day health checkpoints\n - Address root cause permanently (don't just bandage)\n churned:\n - Exit interview: \"What could we have done differently?\"\n - Leave door open: \"We're here if things change\"\n - Add to reactivation pipeline (see Phase 7)\n - Analyze: was this predictable? Update health score model" }, { "title": "Pause vs. Cancel Framework", "body": "Always offer pause before accepting cancellation.\n\nScenarioOfferTermsBudget cut (temporary)Pause 1-3 monthsHold data, hold price, resume anytimeLow usage (seasonal)Downgrade to maintenance tierReduced scope, reduced priceTeam transitionPause 1 monthFree re-onboarding when new team is ready\"Just not a priority\"Pause with monthly check-inQuick email: \"Ready to resume?\"\n\nWhy pauses work: 40-60% of paused accounts reactivate. 0% of cancelled accounts come back voluntarily." }, { "title": "The Expansion Playbook", "body": "Top B2B SaaS companies generate 30-50% of new ARR from existing clients. Expansion is cheaper, faster, and more reliable than acquisition." }, { "title": "5 Expansion Triggers", "body": "TriggerSignalApproachUsage ceilingHitting plan limits\"You're growing fast — here's how Scale tier removes the cap\"New use caseThey mention adjacent problem\"We actually solve that too — want a quick demo?\"Team growthNew hires, departments\"Your team grew — want to add seats / expand access?\"Success milestoneHit a big goal\"Congrats on [milestone]! Clients at your stage usually benefit from [X]\"Annual renewalContract renewal approaching\"Before we renew, let's look at what's changed and what you might need\"" }, { "title": "Pricing Psychology for Expansion", "body": "expansion_pricing:\n anchor_to_value:\n - \"This feature generates $X/month for similar clients\"\n - \"At your current volume, the upgrade pays for itself in [N] weeks\"\n \n bundle_discount:\n - Package 2-3 add-ons at 15-20% less than individual prices\n - \"Most clients at your stage add [X] and [Y] together\"\n \n annual_commit:\n - 15-20% discount for annual payment\n - Position as: \"Lock in this rate before our next price increase\"\n - Only offer when health score is green (don't reward at-risk with discounts)\n \n land_and_expand:\n - Start small, prove value, grow scope\n - \"Let's pilot this with one team for 30 days, then expand\"\n - Lower risk = higher conversion\n \n never_do:\n - Discount to save a churning client (trains them to threaten churn)\n - Bundle everything together (leaves no expansion room)\n - Surprise price increases without added value" }, { "title": "Net Revenue Retention (NRR) Calculation", "body": "NRR = (Starting MRR + Expansion - Contraction - Churn) / Starting MRR × 100\n\nExample:\n Starting MRR: $50,000\n Expansion (upsells): +$8,000\n Contraction (downgrades): -$2,000\n Churn: -$3,000\n \n NRR = ($50,000 + $8,000 - $2,000 - $3,000) / $50,000 × 100 = 106%\n\nTarget NRR by segment:\n SMB: 90-100% (some churn is normal)\n Mid-Market: 100-110%\n Enterprise: 110-130%\n Best in class: 130%+ (Snowflake, Twilio at scale)" }, { "title": "Reactivation Timing Sequence", "body": "reactivation_sequence:\n day_7:\n subject: \"We saved your setup\"\n tone: Soft, no pressure\n message: |\n Hey [Name], your [data/setup/config] is still here. \n If anything changes, you can pick up right where you left off.\n cta: \"Reactivate in one click\"\n \n day_30:\n subject: \"Here's what you're missing\"\n tone: Value-focused\n message: |\n Since you left, we've added [new feature/improvement].\n Clients like you are seeing [specific result].\n cta: \"See what's new\"\n incentive: None yet\n \n day_60:\n subject: \"[Name], quick question\"\n tone: Personal, curious\n message: |\n I've been wondering — did you find a solution for [their original problem]?\n If not, I'd love to show you how [specific improvement] addresses \n exactly what wasn't working before.\n cta: \"15-min call\"\n incentive: Optional — free month or reduced rate for 3 months\n \n day_90:\n subject: \"Last one from me\"\n tone: Respectful closure\n message: |\n I won't keep emailing — I know your inbox is busy.\n If you ever want to revisit [problem we solve], we'll be here.\n Your data is saved for another 90 days.\n cta: \"Reactivate anytime\"\n incentive: Best offer (30% off for 3 months, or free month)\n \n day_180:\n subject: \"Your data is expiring\"\n tone: Factual, urgency\n message: |\n Your [data/setup] will be deleted in 30 days per our retention policy.\n Want to keep it? Reactivate or export before [date].\n cta: \"Save my data\" / \"Export\"" }, { "title": "Reactivation Performance Benchmarks", "body": "MetricGoodGreatBest in ClassOverall win-back rate5-10%10-15%15-25%Day 7-30 reactivation3-5%5-8%8-12%Incentive conversion lift2x baseline3x4xReactivated client retention (6mo)50%65%80%" }, { "title": "Phase 8: Involuntary Churn Prevention (Payment Recovery)", "body": "30-40% of all churn is involuntary — failed payments, expired cards, billing errors. This is free revenue you're leaving on the table." }, { "title": "Payment Recovery Sequence", "body": "payment_recovery:\n attempt_1_failed:\n action: Retry payment in 24 hours (automatic)\n notification: None (many are temporary holds)\n \n attempt_2_failed:\n action: Retry in 48 hours\n notification: |\n Friendly email: \"Heads up — your payment didn't go through. \n This usually happens when a card expires or has a temporary hold.\n Update your payment method here: [link]\"\n tone: Helpful, not threatening\n \n attempt_3_failed:\n action: Retry in 72 hours\n notification: |\n More urgent: \"Your account is at risk of interruption. \n We don't want you to lose access to [specific value they use].\n Takes 30 seconds to update: [link]\"\n add: In-app banner if applicable\n \n day_10:\n action: Final retry\n notification: |\n \"Last attempt before we pause your account. \n Your [data/setup/progress] is safe — just update payment to continue.\"\n escalation: Personal email from account manager for high-value accounts\n \n day_14:\n action: Pause account (don't delete)\n notification: |\n \"Your account is paused. Everything is saved.\n Reactivate anytime: [link]\"\n retention: Hold data for 90 days minimum" }, { "title": "Card Update Optimization", "body": "Pre-expiry reminder: Email 30 days before card expires: \"Your card ending in [XXXX] expires next month. Update now to avoid interruption.\"\nMultiple payment methods: Allow backup cards\nSmart retry timing: Retry on the 1st and 15th (payday alignment)\nAccount updater service: Use Stripe/processor card updater to auto-refresh expired cards" }, { "title": "Phase 9: Segmented Retention Strategies", "body": "Different clients need different approaches." }, { "title": "By Revenue Tier", "body": "retention_by_tier:\n enterprise: # >$5,000/mo\n cadence: Weekly touchpoint, monthly deep dive, quarterly QBR\n team: Dedicated CSM + executive sponsor\n expansion: Custom solutions, multi-year deals\n save_budget: Up to 25% discount for 6 months\n \n mid_market: # $500-5,000/mo\n cadence: Bi-weekly check-in, quarterly QBR\n team: Shared CSM (1:20 ratio)\n expansion: Tier upgrades, add-on features\n save_budget: Up to 15% discount for 3 months\n \n smb: # <$500/mo\n cadence: Monthly automated report, quarterly email check-in\n team: Tech touch (automated) + pooled support\n expansion: Annual commit discount, referral program\n save_budget: Pause option only (no discounts at this tier)\n \n free_trial:\n cadence: Day 1, 3, 7, 10, 13 (end of trial)\n team: Automated sequences + sales for high-intent\n conversion: Demo offer at day 7, discount at day 12" }, { "title": "By Lifecycle Stage", "body": "StageFocusKey MetricAction0-30 daysActivationTime to first valueAccelerate onboarding30-90 daysHabit formationWeekly active usageFeature discovery90-180 daysDeepeningFeature breadthTraining, QBR180-365 daysExpansionNRRUpsell conversations365+ daysLoyaltyAdvocacy scoreReferral program, case study" }, { "title": "Weekly Retention Dashboard", "body": "weekly_dashboard:\n headline_metrics:\n - gross_churn_rate: \"% of MRR lost to cancellations\"\n - net_churn_rate: \"Gross churn minus expansion revenue\"\n - nrr: \"Net Revenue Retention — THE number that matters\"\n - logo_churn: \"% of customers lost (not weighted by revenue)\"\n \n health_distribution:\n - healthy_accounts: \"[count] ([%]) — $[MRR]\"\n - monitor_accounts: \"[count] ([%]) — $[MRR]\"\n - at_risk_accounts: \"[count] ([%]) — $[MRR]\"\n - critical_accounts: \"[count] ([%]) — $[MRR]\"\n \n pipeline:\n - expansion_pipeline: \"$[amount] in active upsell conversations\"\n - renewals_next_30_days: \"[count] accounts, $[MRR] at stake\"\n - saves_this_week: \"[count] interventions, [count] saved, $[MRR] recovered\"\n \n cohort_snapshot:\n - latest_cohort_d30: \"[%] — trending [up/down] vs prior cohort\"\n - best_cohort: \"[month] at [%] — analyze why\"\n - worst_cohort: \"[month] at [%] — analyze why\"" }, { "title": "Monthly Executive Summary Template", "body": "# Retention Report — [Month Year]\n\n## Headline\n- NRR: [X]% ([up/down] from [last month]%)\n- Gross churn: [X]% ($[amount])\n- Expansion: $[amount] ([count] accounts upgraded)\n- Net change: [+/-]$[amount] MRR from existing clients\n\n## Wins\n- [Specific save story with numbers]\n- [Expansion win with numbers]\n\n## Risks\n- [X] accounts in critical health ([total MRR at risk])\n- Top risk: [Account name] — [reason] — [plan]\n\n## Actions for Next Month\n1. [Specific action with owner and deadline]\n2. [Specific action with owner and deadline]" }, { "title": "Retention Benchmarks by Industry", "body": "IndustryGood Monthly ChurnGreatBest in ClassB2B SaaS (SMB)< 5%< 3%< 2%B2B SaaS (Enterprise)< 2%< 1%< 0.5%B2C Subscription< 7%< 5%< 3%Agency / Consulting< 8%< 5%< 3%E-commerce (subscription box)< 10%< 7%< 5%Fitness / Wellness< 12%< 8%< 5%" }, { "title": "10 Revenue-Killing Retention Mistakes", "body": "No health score — you learn about churn AFTER it happens\nSingle-threaded relationships — one contact leaves, you lose the account\nGeneric onboarding — same flow for a $100/mo and $10,000/mo client\nNo monthly value report — clients forget you exist\nReactive QBRs — only calling when renewal is due (too late)\nDiscounting to save — trains clients to threaten churn for deals\nIgnoring involuntary churn — 30-40% of churn is payment failures you can prevent\nNo reactivation sequence — churned clients vanish forever\nTreating all churn the same — voluntary vs involuntary, high-value vs low-value need different playbooks\nMeasuring logo churn not revenue churn — losing 10 small accounts is different from losing 1 whale" }, { "title": "Natural Language Commands", "body": "CommandWhat It Does\"Score [client name]\"Calculate health score for specific account\"Onboarding checklist for [client]\"Generate personalized 90-day onboarding plan\"QBR prep for [client]\"Build QBR agenda with their metrics and talking points\"Churn risk report\"List all accounts by health tier with recommended actions\"Monthly report for [client]\"Generate value report with metrics template\"Save playbook for [client]\"Diagnose churn reason and recommend intervention\"Expansion opportunities\"List healthy accounts with upsell potential\"Reactivation list\"Show churned accounts eligible for win-back\"NRR this month\"Calculate net revenue retention\"Payment failures\"List accounts with failed payments and recovery status" } ], "body": "Client Success & Revenue Expansion — The Complete Retention Operating System\n\nTurn clients into long-term revenue engines. This isn't advice — it's a complete operating system with scoring models, templates, playbooks, and automation patterns that work for any B2B or B2C subscription business.\n\nUse When\nDesigning or auditing your retention strategy end-to-end\nA client shows churn signals and you need an intervention playbook\nBuilding onboarding flows that stick (first 90 days)\nPlanning expansion revenue from existing accounts\nRunning quarterly business reviews (QBRs)\nAnalyzing cohort retention data and identifying drop-off causes\nCreating reactivation campaigns for churned users\nBuilding a customer health scoring system\nPreventing involuntary churn (payment failures)\nDon't Use When\nAcquiring brand-new clients (use lead generation / outreach skills)\nOne-time product sales with zero recurring component\nThe client is genuinely a terrible fit — let them go gracefully\nPhase 1: Customer Health Score (Your Early Warning System)\n\nBefore anything else, build a health score. Without one, you're flying blind — reacting to churn instead of preventing it.\n\nHealth Score Model (0-100)\n\nScore every account weekly. Automate where possible.\n\nhealth_score:\n dimensions:\n usage:\n weight: 30\n signals:\n - login_frequency_vs_baseline: # % of their normal\n 90-100%: 10\n 70-89%: 7\n 50-69%: 4\n below_50%: 1\n - core_feature_adoption: # % of key features used\n 4+_features: 10\n 3_features: 7\n 2_features: 4\n 1_or_fewer: 1\n - depth_of_usage: # power user vs surface\n advanced_features: 10\n intermediate: 6\n basic_only: 3\n \n engagement:\n weight: 25\n signals:\n - response_time_to_comms: # avg days to reply\n same_day: 10\n 1-2_days: 7\n 3-5_days: 4\n 5+_days_or_no_reply: 1\n - attends_check_ins: # QBR/call attendance\n always: 10\n usually: 7\n sometimes: 4\n never: 1\n - proactive_requests: # they ask for more\n monthly: 10\n quarterly: 6\n rarely: 3\n never: 1\n \n financial:\n weight: 20\n signals:\n - payment_history: # last 6 months\n always_on_time: 10\n 1_late: 7\n 2+_late: 3\n failed_payment_unresolved: 0\n - contract_value_trend:\n expanding: 10\n stable: 6\n contracting: 2\n - billing_page_visits: # in last 30 days\n none: 10\n 1-2: 6 # curious\n 3+: 2 # shopping to leave\n \n relationship:\n weight: 15\n signals:\n - champion_status: # your internal advocate\n strong_champion: 10\n moderate: 6\n weak_or_unknown: 3\n champion_left_company: 0\n - stakeholder_breadth: # contacts you have\n 3+_contacts: 10\n 2_contacts: 6\n single_threaded: 2\n - sentiment_last_interaction:\n positive: 10\n neutral: 6\n negative: 2\n \n outcome:\n weight: 10\n signals:\n - achieving_stated_goals: # their original objectives\n exceeding: 10\n on_track: 7\n behind: 3\n unclear_goals: 2\n - roi_demonstrated:\n clear_positive_roi: 10\n probable_roi: 6\n unclear: 3\n negative: 0\n\n risk_tiers:\n healthy: 75-100 # green — nurture & expand\n monitor: 50-74 # yellow — proactive outreach\n at_risk: 25-49 # orange — intervention required\n critical: 0-24 # red — save or graceful exit\n\nAutomated Health Alerts\nScore Change\tAction\nDrops 15+ points in one week\tImmediate outreach — something changed\nEnters \"at-risk\" tier\tTrigger save playbook (Phase 5)\nEnters \"critical\"\tEscalate to founder/CEO within 24 hours\nRises to \"healthy\" from lower tier\tSend congratulations + expansion conversation\nChampion leaves company\tEmergency: identify new champion within 48 hours\nPhase 2: Onboarding (Days 0-90) — The Retention Foundation\n\n20%+ of voluntary churn traces back to poor onboarding (Recurly). The first 90 days determine the next 900.\n\nDay-by-Day Onboarding Framework\nonboarding_playbook:\n day_0:\n - welcome_message: |\n Personal, not templated. Reference their specific goals from the sales process.\n Include: what happens next, timeline, who they'll work with, how to reach you.\n - access_setup: Grant all necessary access, tools, integrations\n - kickoff_call: 30 min — align on goals, success metrics, communication cadence\n - document: Record their stated goals and success criteria in CRM\n \n day_1-3:\n - quick_win: Deliver ONE visible result ASAP\n - examples:\n - SaaS: first workflow automated\n - Agency: first deliverable draft\n - Consulting: first insight or recommendation\n - why: Quick wins create commitment bias — they've now seen value\n \n day_7:\n - check_in_1: |\n \"How's everything going? Any questions or blockers?\"\n Goal: surface confusion early. Don't wait for them to complain.\n - share_progress: Show what's been done, even if small\n \n day_14:\n - first_result: Share measurable outcome with numbers\n - format: \"[Metric] went from [X] to [Y] — here's what that means for you\"\n - ask: \"Is this aligned with what you expected?\"\n \n day_30:\n - milestone_review:\n - Show ROI calculation\n - Confirm success metrics are being hit\n - Discuss next 60 days\n - Introduce expansion possibilities (plant seeds, don't sell)\n - document: Update CRM with 30-day health assessment\n \n day_60:\n - deeper_review:\n - Feature adoption check — are they using everything available?\n - Identify unused capabilities and train on them\n - Stakeholder expansion — meet other team members who should be involved\n \n day_90:\n - graduation:\n - Full QBR format (see Phase 4)\n - Transition from \"onboarding\" to \"ongoing\" cadence\n - Set annual goals\n - If health score is green: discuss year 1 roadmap\n - If yellow/orange: intervention before it becomes a habit\n\nOnboarding Scoring Rubric (0-100)\n\nGrade your onboarding process:\n\nDimension\tWeight\tScore 10\tScore 5\tScore 1\nTime to first value\t25\t< 3 days\t1-2 weeks\t> 2 weeks\nClient effort required\t20\tMinimal (you do it)\tModerate\tHeavy lift\nPersonalization\t15\tFully customized to goals\tSemi-templated\tGeneric\nCommunication clarity\t15\tProactive, clear timeline\tReactive\tConfusing\nQuick win delivered\t15\tMeasurable result in week 1\tVague progress\tNo win\nDocumentation\t10\tFull knowledge base / guide\tBasic docs\tNothing\n\nTarget: 80+. Below 60 = your onboarding is a churn factory.\n\nPhase 3: Ongoing Value Delivery (Monthly Proof)\n\nClients don't churn because your service stopped working. They churn because they forgot it was working.\n\nMonthly Value Report Template\n# [Month] Performance Report — [Client Name]\n\n## Key Metrics\n| Metric | This Month | Last Month | Change |\n|--------|-----------|------------|--------|\n| [Primary KPI] | [value] | [value] | [+/-]% |\n| [Secondary KPI] | [value] | [value] | [+/-]% |\n| [Tertiary KPI] | [value] | [value] | [+/-]% |\n\n## What We Did\n- [Specific action 1 with result]\n- [Specific action 2 with result]\n- [Optimization or improvement made]\n\n## ROI Summary\n- Your investment: $[monthly cost]\n- Value delivered: $[quantified value]\n- ROI: [X]x return\n\n## What's Next\n- [Planned improvement 1]\n- [Planned improvement 2]\n\n## Quick Question\n[One specific question to keep dialogue open]\n\nValue Report Rules\nSend EVERY month without exception — automate the data pull\nReal numbers only — never vague \"things are going well\"\nShow the trend — month-over-month shows trajectory\nAlways end with a question — keeps communication bidirectional\nHighlight one proactive improvement — shows you're working even when they don't ask\nKeep it under 1 page — executives skim, don't read novels\nPhase 4: Quarterly Business Reviews (QBRs)\n\nQBRs are your highest-leverage retention activity. A good QBR simultaneously prevents churn, surfaces expansion, and deepens the relationship.\n\nQBR Agenda Template (45-60 min)\nqbr_agenda:\n 1_celebrate_wins: # 10 min\n - \"Here's what we've accomplished together this quarter\"\n - Show 3-5 headline metrics with trends\n - Tie results to their original goals\n - Ask: \"Does this match your perception?\"\n \n 2_deep_dive: # 15 min\n - One area of focus (their choice or your recommendation)\n - Bring analysis they haven't seen\n - Benchmark against industry if possible\n - \"Here's what we've learned and what it means\"\n \n 3_feedback_loop: # 10 min\n - \"What's working well?\" (reinforce, don't skip this)\n - \"What could we do better?\" (write it down visibly)\n - \"Has anything changed in your business we should know about?\"\n - Listen for churn signals (see list below)\n \n 4_roadmap: # 10 min\n - What's planned for next quarter\n - Any new capabilities or features relevant to them\n - Tie roadmap items to their stated needs\n \n 5_expansion: # 5 min\n - \"Based on your growth, here's where we could help more\"\n - Present ONE expansion idea (not three — focused)\n - Frame as: \"Other clients in your situation have found X valuable\"\n - No pressure — plant the seed\n \n 6_next_steps: # 5 min\n - Summarize action items (yours and theirs)\n - Confirm next QBR date\n - Send written summary within 24 hours\n\nQBR Scoring (Rate the Account 1-5)\nDimension\t5 (Excellent)\t3 (Okay)\t1 (Danger)\nGoal achievement\tExceeding all goals\tHitting some\tMissing most\nEngagement\tProactive, enthusiastic\tResponsive\tDisengaged\nRelationship depth\tMulti-threaded, exec sponsor\tSingle contact\tContact leaving\nExpansion signals\tAsking about more services\tOpen to discussion\tCutting scope\nPayment health\tAlways on time, expanding\tStable\tLate, questioning costs\n\nScore 20-25: Expansion candidate — push for upsell Score 15-19: Healthy — maintain cadence Score 10-14: At risk — increase touchpoints Score 5-9: Critical — activate save playbook immediately\n\nPhase 5: Churn Prevention & Save Playbook\n14 Churn Signals (Ranked by Severity)\n#\tSignal\tSeverity\tResponse Time\n1\tData export request\t🔴 Critical\tSame day\n2\tAsks about cancellation terms\t🔴 Critical\tSame day\n3\tChampion leaves company\t🔴 Critical\t48 hours\n4\tPayment failure (2nd attempt)\t🔴 Critical\tSame day\n5\tUsage drops 50%+ from baseline\t🟠 High\t3 days\n6\tStops responding to messages\t🟠 High\t1 week\n7\tMisses 2+ scheduled check-ins\t🟠 High\t1 week\n8\tCompetitor mentioned in conversation\t🟡 Medium\tNext touchpoint\n9\tBudget review announced internally\t🟡 Medium\t1 week\n10\tKey stakeholder change\t🟡 Medium\t2 weeks\n11\tAsks to reduce scope/tier\t🟡 Medium\tNext touchpoint\n12\tSupport tickets spike then go silent\t🟡 Medium\t1 week\n13\tBilling page visits increase\t🟡 Medium\tNext touchpoint\n14\tEngagement score declining 3 weeks straight\t🟡 Medium\t2 weeks\nSave Playbook (5 Stages)\nsave_playbook:\n stage_1_detect:\n trigger: Health score enters \"at-risk\" OR churn signal detected\n action: |\n Internal alert to account owner + manager.\n Pull full account history: usage, payments, last interactions, open issues.\n Prepare value summary (total ROI delivered to date).\n \n stage_2_reach_out:\n timing: Within response time for the signal severity\n approach: |\n Personal, NOT templated. From a human, not \"the team.\"\n \"Hi [Name], I noticed [specific observation]. Wanted to check in — \n is everything going well with [specific thing]?\"\n DO NOT: mention churn, be defensive, or offer discounts preemptively.\n channel: Match their preferred channel (email, call, Slack, etc.)\n \n stage_3_listen:\n goal: Understand the real reason, not the surface excuse\n common_real_reasons:\n - \"Not seeing value\" → ROI not demonstrated clearly enough\n - \"Too expensive\" → Value perception gap (or genuine budget cut)\n - \"Switched to competitor\" → Feature/price gap you didn't know about\n - \"Champion left\" → Relationship wasn't broad enough\n - \"Don't use it enough\" → Adoption/training gap\n - \"Priorities changed\" → Their business shifted\n technique: |\n Ask \"What would need to change for this to work for you?\" \n NOT \"What's wrong?\" (defensive) or \"What can we do?\" (desperate)\n \n stage_4_intervene:\n options_by_reason:\n not_seeing_value:\n - Emergency value review — show ROI with hard numbers\n - Offer dedicated optimization session\n - Set new, measurable goals with 30-day checkpoint\n too_expensive:\n - Tier adjustment (downgrade > cancel)\n - Pause option (1-2 months, hold their data/setup)\n - Annual discount if they commit\n - LAST RESORT: temporary price reduction with expiry\n low_usage:\n - Personalized training session\n - Assign an onboarding buddy\n - Simplify their setup (reduce complexity)\n champion_left:\n - Request intro to successor within 48 hours\n - Prepare \"new stakeholder briefing\" with full history + ROI\n - Offer fresh kickoff call with new contact\n competitor:\n - Understand specific features/price they're comparing\n - Build competitive comparison (honest, not FUD)\n - If you genuinely can't compete: let them go gracefully\n \n stage_5_outcome:\n saved:\n - Document what worked → update playbook\n - Set 30/60/90 day health checkpoints\n - Address root cause permanently (don't just bandage)\n churned:\n - Exit interview: \"What could we have done differently?\"\n - Leave door open: \"We're here if things change\"\n - Add to reactivation pipeline (see Phase 7)\n - Analyze: was this predictable? Update health score model\n\nPause vs. Cancel Framework\n\nAlways offer pause before accepting cancellation.\n\nScenario\tOffer\tTerms\nBudget cut (temporary)\tPause 1-3 months\tHold data, hold price, resume anytime\nLow usage (seasonal)\tDowngrade to maintenance tier\tReduced scope, reduced price\nTeam transition\tPause 1 month\tFree re-onboarding when new team is ready\n\"Just not a priority\"\tPause with monthly check-in\tQuick email: \"Ready to resume?\"\n\nWhy pauses work: 40-60% of paused accounts reactivate. 0% of cancelled accounts come back voluntarily.\n\nPhase 6: Expansion Revenue (Grow Without Acquiring)\nThe Expansion Playbook\n\nTop B2B SaaS companies generate 30-50% of new ARR from existing clients. Expansion is cheaper, faster, and more reliable than acquisition.\n\n5 Expansion Triggers\nTrigger\tSignal\tApproach\nUsage ceiling\tHitting plan limits\t\"You're growing fast — here's how Scale tier removes the cap\"\nNew use case\tThey mention adjacent problem\t\"We actually solve that too — want a quick demo?\"\nTeam growth\tNew hires, departments\t\"Your team grew — want to add seats / expand access?\"\nSuccess milestone\tHit a big goal\t\"Congrats on [milestone]! Clients at your stage usually benefit from [X]\"\nAnnual renewal\tContract renewal approaching\t\"Before we renew, let's look at what's changed and what you might need\"\nPricing Psychology for Expansion\nexpansion_pricing:\n anchor_to_value:\n - \"This feature generates $X/month for similar clients\"\n - \"At your current volume, the upgrade pays for itself in [N] weeks\"\n \n bundle_discount:\n - Package 2-3 add-ons at 15-20% less than individual prices\n - \"Most clients at your stage add [X] and [Y] together\"\n \n annual_commit:\n - 15-20% discount for annual payment\n - Position as: \"Lock in this rate before our next price increase\"\n - Only offer when health score is green (don't reward at-risk with discounts)\n \n land_and_expand:\n - Start small, prove value, grow scope\n - \"Let's pilot this with one team for 30 days, then expand\"\n - Lower risk = higher conversion\n \n never_do:\n - Discount to save a churning client (trains them to threaten churn)\n - Bundle everything together (leaves no expansion room)\n - Surprise price increases without added value\n\nNet Revenue Retention (NRR) Calculation\nNRR = (Starting MRR + Expansion - Contraction - Churn) / Starting MRR × 100\n\nExample:\n Starting MRR: $50,000\n Expansion (upsells): +$8,000\n Contraction (downgrades): -$2,000\n Churn: -$3,000\n \n NRR = ($50,000 + $8,000 - $2,000 - $3,000) / $50,000 × 100 = 106%\n\nTarget NRR by segment:\n SMB: 90-100% (some churn is normal)\n Mid-Market: 100-110%\n Enterprise: 110-130%\n Best in class: 130%+ (Snowflake, Twilio at scale)\n\nPhase 7: Reactivation (Win-Back Campaigns)\nReactivation Timing Sequence\nreactivation_sequence:\n day_7:\n subject: \"We saved your setup\"\n tone: Soft, no pressure\n message: |\n Hey [Name], your [data/setup/config] is still here. \n If anything changes, you can pick up right where you left off.\n cta: \"Reactivate in one click\"\n \n day_30:\n subject: \"Here's what you're missing\"\n tone: Value-focused\n message: |\n Since you left, we've added [new feature/improvement].\n Clients like you are seeing [specific result].\n cta: \"See what's new\"\n incentive: None yet\n \n day_60:\n subject: \"[Name], quick question\"\n tone: Personal, curious\n message: |\n I've been wondering — did you find a solution for [their original problem]?\n If not, I'd love to show you how [specific improvement] addresses \n exactly what wasn't working before.\n cta: \"15-min call\"\n incentive: Optional — free month or reduced rate for 3 months\n \n day_90:\n subject: \"Last one from me\"\n tone: Respectful closure\n message: |\n I won't keep emailing — I know your inbox is busy.\n If you ever want to revisit [problem we solve], we'll be here.\n Your data is saved for another 90 days.\n cta: \"Reactivate anytime\"\n incentive: Best offer (30% off for 3 months, or free month)\n \n day_180:\n subject: \"Your data is expiring\"\n tone: Factual, urgency\n message: |\n Your [data/setup] will be deleted in 30 days per our retention policy.\n Want to keep it? Reactivate or export before [date].\n cta: \"Save my data\" / \"Export\"\n\nReactivation Performance Benchmarks\nMetric\tGood\tGreat\tBest in Class\nOverall win-back rate\t5-10%\t10-15%\t15-25%\nDay 7-30 reactivation\t3-5%\t5-8%\t8-12%\nIncentive conversion lift\t2x baseline\t3x\t4x\nReactivated client retention (6mo)\t50%\t65%\t80%\nPhase 8: Involuntary Churn Prevention (Payment Recovery)\n\n30-40% of all churn is involuntary — failed payments, expired cards, billing errors. This is free revenue you're leaving on the table.\n\nPayment Recovery Sequence\npayment_recovery:\n attempt_1_failed:\n action: Retry payment in 24 hours (automatic)\n notification: None (many are temporary holds)\n \n attempt_2_failed:\n action: Retry in 48 hours\n notification: |\n Friendly email: \"Heads up — your payment didn't go through. \n This usually happens when a card expires or has a temporary hold.\n Update your payment method here: [link]\"\n tone: Helpful, not threatening\n \n attempt_3_failed:\n action: Retry in 72 hours\n notification: |\n More urgent: \"Your account is at risk of interruption. \n We don't want you to lose access to [specific value they use].\n Takes 30 seconds to update: [link]\"\n add: In-app banner if applicable\n \n day_10:\n action: Final retry\n notification: |\n \"Last attempt before we pause your account. \n Your [data/setup/progress] is safe — just update payment to continue.\"\n escalation: Personal email from account manager for high-value accounts\n \n day_14:\n action: Pause account (don't delete)\n notification: |\n \"Your account is paused. Everything is saved.\n Reactivate anytime: [link]\"\n retention: Hold data for 90 days minimum\n\nCard Update Optimization\nPre-expiry reminder: Email 30 days before card expires: \"Your card ending in [XXXX] expires next month. Update now to avoid interruption.\"\nMultiple payment methods: Allow backup cards\nSmart retry timing: Retry on the 1st and 15th (payday alignment)\nAccount updater service: Use Stripe/processor card updater to auto-refresh expired cards\nPhase 9: Segmented Retention Strategies\n\nDifferent clients need different approaches.\n\nBy Revenue Tier\nretention_by_tier:\n enterprise: # >$5,000/mo\n cadence: Weekly touchpoint, monthly deep dive, quarterly QBR\n team: Dedicated CSM + executive sponsor\n expansion: Custom solutions, multi-year deals\n save_budget: Up to 25% discount for 6 months\n \n mid_market: # $500-5,000/mo\n cadence: Bi-weekly check-in, quarterly QBR\n team: Shared CSM (1:20 ratio)\n expansion: Tier upgrades, add-on features\n save_budget: Up to 15% discount for 3 months\n \n smb: # <$500/mo\n cadence: Monthly automated report, quarterly email check-in\n team: Tech touch (automated) + pooled support\n expansion: Annual commit discount, referral program\n save_budget: Pause option only (no discounts at this tier)\n \n free_trial:\n cadence: Day 1, 3, 7, 10, 13 (end of trial)\n team: Automated sequences + sales for high-intent\n conversion: Demo offer at day 7, discount at day 12\n\nBy Lifecycle Stage\nStage\tFocus\tKey Metric\tAction\n0-30 days\tActivation\tTime to first value\tAccelerate onboarding\n30-90 days\tHabit formation\tWeekly active usage\tFeature discovery\n90-180 days\tDeepening\tFeature breadth\tTraining, QBR\n180-365 days\tExpansion\tNRR\tUpsell conversations\n365+ days\tLoyalty\tAdvocacy score\tReferral program, case study\nPhase 10: Metrics Dashboard\nWeekly Retention Dashboard\nweekly_dashboard:\n headline_metrics:\n - gross_churn_rate: \"% of MRR lost to cancellations\"\n - net_churn_rate: \"Gross churn minus expansion revenue\"\n - nrr: \"Net Revenue Retention — THE number that matters\"\n - logo_churn: \"% of customers lost (not weighted by revenue)\"\n \n health_distribution:\n - healthy_accounts: \"[count] ([%]) — $[MRR]\"\n - monitor_accounts: \"[count] ([%]) — $[MRR]\"\n - at_risk_accounts: \"[count] ([%]) — $[MRR]\"\n - critical_accounts: \"[count] ([%]) — $[MRR]\"\n \n pipeline:\n - expansion_pipeline: \"$[amount] in active upsell conversations\"\n - renewals_next_30_days: \"[count] accounts, $[MRR] at stake\"\n - saves_this_week: \"[count] interventions, [count] saved, $[MRR] recovered\"\n \n cohort_snapshot:\n - latest_cohort_d30: \"[%] — trending [up/down] vs prior cohort\"\n - best_cohort: \"[month] at [%] — analyze why\"\n - worst_cohort: \"[month] at [%] — analyze why\"\n\nMonthly Executive Summary Template\n# Retention Report — [Month Year]\n\n## Headline\n- NRR: [X]% ([up/down] from [last month]%)\n- Gross churn: [X]% ($[amount])\n- Expansion: $[amount] ([count] accounts upgraded)\n- Net change: [+/-]$[amount] MRR from existing clients\n\n## Wins\n- [Specific save story with numbers]\n- [Expansion win with numbers]\n\n## Risks\n- [X] accounts in critical health ([total MRR at risk])\n- Top risk: [Account name] — [reason] — [plan]\n\n## Actions for Next Month\n1. [Specific action with owner and deadline]\n2. [Specific action with owner and deadline]\n\nRetention Benchmarks by Industry\nIndustry\tGood Monthly Churn\tGreat\tBest in Class\nB2B SaaS (SMB)\t< 5%\t< 3%\t< 2%\nB2B SaaS (Enterprise)\t< 2%\t< 1%\t< 0.5%\nB2C Subscription\t< 7%\t< 5%\t< 3%\nAgency / Consulting\t< 8%\t< 5%\t< 3%\nE-commerce (subscription box)\t< 10%\t< 7%\t< 5%\nFitness / Wellness\t< 12%\t< 8%\t< 5%\n10 Revenue-Killing Retention Mistakes\nNo health score — you learn about churn AFTER it happens\nSingle-threaded relationships — one contact leaves, you lose the account\nGeneric onboarding — same flow for a $100/mo and $10,000/mo client\nNo monthly value report — clients forget you exist\nReactive QBRs — only calling when renewal is due (too late)\nDiscounting to save — trains clients to threaten churn for deals\nIgnoring involuntary churn — 30-40% of churn is payment failures you can prevent\nNo reactivation sequence — churned clients vanish forever\nTreating all churn the same — voluntary vs involuntary, high-value vs low-value need different playbooks\nMeasuring logo churn not revenue churn — losing 10 small accounts is different from losing 1 whale\nNatural Language Commands\nCommand\tWhat It Does\n\"Score [client name]\"\tCalculate health score for specific account\n\"Onboarding checklist for [client]\"\tGenerate personalized 90-day onboarding plan\n\"QBR prep for [client]\"\tBuild QBR agenda with their metrics and talking points\n\"Churn risk report\"\tList all accounts by health tier with recommended actions\n\"Monthly report for [client]\"\tGenerate value report with metrics template\n\"Save playbook for [client]\"\tDiagnose churn reason and recommend intervention\n\"Expansion opportunities\"\tList healthy accounts with upsell potential\n\"Reactivation list\"\tShow churned accounts eligible for win-back\n\"NRR this month\"\tCalculate net revenue retention\n\"Payment failures\"\tList accounts with failed payments and recovery status" }, "trust": { "sourceLabel": "tencent", "provenanceUrl": "https://clawhub.ai/1kalin/afrexai-client-success", "publisherUrl": "https://clawhub.ai/1kalin/afrexai-client-success", "owner": "1kalin", "version": "1.0.0", "license": null, "verificationStatus": "Indexed source record" }, "links": { "detailUrl": "https://openagent3.xyz/skills/afrexai-client-success", "downloadUrl": "https://openagent3.xyz/downloads/afrexai-client-success", "agentUrl": "https://openagent3.xyz/skills/afrexai-client-success/agent", "manifestUrl": "https://openagent3.xyz/skills/afrexai-client-success/agent.json", "briefUrl": "https://openagent3.xyz/skills/afrexai-client-success/agent.md" } }