About This Skill

By the time a customer clicks cancel, the decision was made weeks ago — retention work that starts at the cancellation screen is a recovery operation, not prevention. This skill builds the system that intervenes earlier: a churn-signal taxonomy for your product (login decay, feature abandonment, champion departure, support sentiment), cohort diagnosis that separates who churns from why, interventions matched to each driver rather than a generic discount sprayed at everyone, and the save flow and win-back sequences for the customers you do reach late. It also covers involuntary churn — failed payments and dunning — which is often the cheapest churn you'll ever fix. Share your product, churn numbers and segments; you get a diagnosis of your largest churn driver, an intervention plan per driver, and the measurement that proves what's working. Retention compounds; this is the system, not the tactic.