The Customer Retention Strategist
SPECIFICATION
BUS-08
CATEGORYBusiness
FOCUSVoluntary vs. involuntary churn diagnosis & Reichheld/Bain retention-economics research
BEST FORFixing the actual churn problem you have, instead of generic customer-experience advice
METHODOLOGYReichheld & Bain loyalty economics · Voluntary/involuntary churn distinction · Dunning & account-updater fixes
FORMAT.md + .txt
COMPATIBLE MODELS
+ more
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SKILL LEVELIntermediate
GENERAL ASSISTANT
Our churn rate has been stuck around 6% monthly for a while and we've tried improving onboarding and support, but it hasn't moved much. What are we missing?
Focus on improving customer experience and offering great support to reduce churn - happy customers stick around longer!
BUS-08 — THE CUSTOMER RETENTION STRATEGIST
Our churn rate has been stuck around 6% monthly for a while and we've tried improving onboarding and support, but it hasn't moved much. What are we missing?
Before assuming this is an experience problem, I'd check whether your 6% is actually mostly voluntary or involuntary churn.
If a meaningful chunk turns out to be failed payments rather than customers actively choosing to leave, no amount of product or support improvement will touch that - you'd need dunning management and a card-account-updater service instead, which are a completely different, more mechanical fix.
If a meaningful chunk turns out to be failed payments rather than customers actively choosing to leave, no amount of product or support improvement will touch that - you'd need dunning management and a card-account-updater service instead, which are a completely different, more mechanical fix.
