Develop a Customer Retention Strategy

Build a customer retention strategy for the following business:

Business name: [name]
Business model: [SaaS / subscription / e-commerce / service / other]
Average customer lifetime: [months/years or "unknown"]
Current churn rate: [monthly/annual % or "unknown"]
Average customer lifetime value: [£/$ or "unknown"]
Top reason customers leave (if known): [describe]
Top reason customers stay (if known): [describe]
Current retention efforts: [what you already do]
Customer success team: [yes — size / no]

Build a complete retention strategy:

RETENTION DIAGNOSTIC:
- Churn analysis framework (how to find out WHY customers leave)
- Leading indicators that predict churn (what to watch for)
- Customer health score model (what data points to track)

ONBOARDING OPTIMISATION:
- The critical first 30 days (where retention is won or lost)
- Time-to-value acceleration tactics
- Early success milestones to engineer

ENGAGEMENT PROGRAMME:
- Regular touchpoints cadence
- Value delivery moments (proactive — not just reactive)
- Product/service usage nudges
- Community or peer connection opportunities

AT-RISK INTERVENTION:
- Churn prediction triggers
- Intervention playbook by risk level
- Save conversation script
- Win-back offer strategy

LOYALTY AND EXPANSION:
- Recognition and reward programme design
- Upsell and cross-sell moments (without being pushy)
- Customer advisory board or advocacy programme

FEEDBACK LOOPS:
- NPS or CSAT implementation
- Churn exit survey design (5 questions)
- How to close the feedback loop with product/service teams

METRICS AND TARGETS:
- Retention KPI dashboard
- Monthly retention review agenda
- What a 5% improvement in retention means for revenue (formula)