Churn Prevention Playbook

Create a churn prevention playbook for:

Product: {{product_name}}
Business model: {{business_model}}
Current churn rate: {{churn_rate}}
Customer segments: {{customer_segments}}
Cancellation reasons: {{churn_reasons}}

Create:

1. **Churn risk indicators** (early warning system):
   - Usage-based: login frequency drop, feature adoption decline
   - Engagement-based: email open rate decline, NPS drop
   - Account-based: champion departure, budget freeze

2. **Health score model**:
   | Factor | Weight | Green | Yellow | Red |
   - Product usage (30%)
   - Support sentiment (20%)
   - Engagement (20%)
   - Contract/billing (15%)
   - Relationship (15%)

3. **Intervention playbooks by risk level**:
   - **Green**: Quarterly business review, upsell conversations
   - **Yellow**: Proactive check-in, usage review, timeline: 1 week
   - **Red**: Executive outreach, save call script, timeline: 24 hours

4. **Cancellation flow**:
   - Exit survey
   - Save offers by reason
   - Downgrade option
   - Pause option
   - Human touchpoint before final cancel

5. **Win-back campaign**: 30/60/90-day touchpoints with email templates

6. **Metrics dashboard**: Churn KPIs and save rate tracking