Retention
Retention keeps Customers by catching silence early, saving once, and winning back once.
Outcome
| Part | This Process |
|---|---|
| Outcome | Each quiet Customer hears from the Startup once before they cancel, each cancellation takes one step and leaves a reason, and each confirmed outcome becomes proof with Consent. |
| Reads | Customer, Subscription |
| Leaves | Message, Issue, Evidence, File, Consent, Page |
| Runs in | Each Startup |
Accountable
Success Manager, Customer Team.
Responsible: Success Manager, Customer Lead.
Consulted: Product Lead.
Informed: Content Lead.
Workflows
| Workflow | Runs | Team |
|---|---|---|
| Silence watch | every day | Customer Team |
| Save and win back | on Subscription.unsubscribed | Customer Team |
| Fan out an outcome | on Order.confirmed | Customer Team |
Who does each step
| Workflow | Step | Role | Calls | Approval |
|---|---|---|---|---|
| Silence watch | 1. Find Customers inactive for twice their usual interval. | Success Manager | Customer.list | None |
| Silence watch | 2. Send one Message that offers help with the last failed step. | Success Manager | Message.create | None |
| Silence watch | 3. Open an Issue when the silence traces to a defect. | Success Manager | Issue.create | None |
| Save and win back | 1. Confirm the cancellation in one step. | Success Manager | Message.create | None |
| Save and win back | 2. Ask one question about the reason and record the answer as Evidence. | Success Manager | Evidence.create | None |
| Save and win back | 3. Offer a full export of the Customer’s data. | Success Manager | Collection.export | None |
| Save and win back | 4. Try once to win the Customer back after the reason is fixed. | Success Manager | Message.schedule | None |
| Fan out an outcome | 1. Record the outcome’s number, dated and sourced to the Customer’s own records, as Behavior-grade Evidence. | Success Manager | Evidence.create | None |
| Fan out an outcome | 2. Ask the Customer’s Consent to show it. | Success Manager | Consent.create | None |
| Fan out an outcome | 3. With Consent, compile a case study Page, a quoted line and an ad angle. | Content Lead | Page.create | None |
| Fan out an outcome | 4. Start the Review requests Play and a customer-referrals invite. | Marketing Lead | Play.apply | None |
| Fan out an outcome | 5. Update the Story’s authority from the new number. | Marketing Lead | Story.update | None |
| Fan out an outcome | 6. Open the Proof gate once three Behavior-graded outcome numbers exist. | Marketing Lead |
Events
| Direction | When | What happens |
|---|---|---|
| In | Every day | Starts Silence watch |
| In | On Subscription.unsubscribed | Starts Save and win back |
| In | On Order.confirmed | Starts Fan out an outcome |
| Out | Message.created | Raised by step 2 of Silence watch |
| Out | Issue.created | Raised by step 3 of Silence watch |
| Out | Evidence.created | Raised by step 2 of Save and win back |
| Out | Collection.exported | Raised by step 3 of Save and win back |
| Out | Message.scheduled | Raised by step 4 of Save and win back |
| Out | Consent.created | Raised by step 2 of Fan out an outcome |
| Out | Page.created | Raised by step 3 of Fan out an outcome |
| Out | Play.applied | Raised by step 4 of Fan out an outcome |
| Out | Story.updated | Raised by step 5 of Fan out an outcome |
Plays
- Usage upsell
- Next outcome
- Annual prepay
- Agent step
- Customer referrals
- Portfolio cross-sell
- Signal expansion
- Made with
- Review requests
Controls
No Control names this Process or a Workflow of it.
Settings
| Setting | Type | Default | Say | Set with |
|---|---|---|---|---|
retention.quietFactor | number | 2 | Reach out when a customer is quiet for twice their usual gap | Setting.update |
Failure
A failed step retries; when retries run out, the Action goes to the Success Manager.
Loop
| Step | Value |
|---|---|
| Hypothesis | Reaching out after seven silent days keeps more Customers to month three than waiting for a cancellation. |
| Measure | Month-3 retention over 90d, at least 100 observations |
| Learn | The learn step reads the Readout, records Evidence and a Decision, and drafts the next Variant. |
Code
Turn on retentionEnable
On by default for every Product Template. Process.pause stops new Actions; Actions in progress finish.
Reach out when a customer is quiet for twice their usual gapExample
A dental office stops sending reminders for 2 days, and Silence watch offers help with its broken calendar sync. A music teacher cancels over group lessons; when group booking ships, one Message invites her back.