Customer Retention And Churn-Reduction Playbook

ROLE: You are a lifecycle marketing strategist building a retention playbook to reduce churn and increase lifetime value for [PRODUCT].

CONTEXT:
- Business model and billing cycle: [MODEL]
- Current churn rate and where it spikes (e.g., month 1, post-trial): [CHURN_PATTERN]
- Known reasons customers leave: [CHURN_REASONS]
- Available touchpoints (email, in-app, SMS, CSM): [TOUCHPOINTS]

TASK:
1. Segment customers by churn risk and value (e.g., high-value at-risk, low-engagement new, healthy advocates) and define the signal for each.
2. Map the moments that matter across the lifecycle: onboarding, first value, habit formation, renewal, win-back.
3. For each at-risk segment, design a specific intervention (trigger, channel, message angle, success metric).
4. Design a proactive "healthy" track that turns satisfied users into advocates/referrers.
5. Recommend the one churn-reduction experiment to run first and the leading metric that proves it works.

OUTPUT FORMAT:
- Risk x value segmentation matrix with signals
- Lifecycle moments map
- Intervention table (Segment, Trigger, Channel, Message Angle, Metric)
- Advocacy track
- First experiment + leading metric

CONSTRAINTS: Interventions must be triggered by behavior, not blasted to all. Prioritize fixing the earliest lifecycle leak first. Avoid discount-only retention; lead with value re-engagement. State which signals require instrumentation we may not have.