Churn Save Play

Goal

Produce a complete churn save play that identifies the root cause of risk, sequences customer-facing outreach and retention offers, and maps internal escalation asks needed to win the renewal.

Trigger

Invoke when an account shows churn signals: low engagement, open support tickets, missed QBRs, downgrade requests, or a direct cancellation notice.

Steps

1. 1

   Analyze the at-risk account signal below and extract every available churn indicator — usage trends, sentiment, support history, stakeholder changes, or explicit complaints. $account_notes

   • □All stated churn signals are listed
   • □Missing context gaps are flagged explicitly
2. 2

   Root-cause the risk. Categorize the primary churn driver into one of: Value Gap, Budget Pressure, Champion Loss, Competitive Displacement, Product Fit, or Relationship Breakdown. Explain the evidence supporting that category and note any secondary drivers.

   • □Primary churn category is assigned with reasoning
   • □Secondary drivers are noted if present
3. 3

   Design a 3-touch outreach sequence tailored to the root cause. For each touch specify: the channel (email, call, in-app), the sender role (CSM, exec, product), the core message angle, and the timing relative to today.

   • □Each touch has channel, sender, message angle, and timing
   • □Sequence escalates appropriately across touches
4. 4

   Recommend 2–3 retention offers or value plays matched to the diagnosed root cause — such as a success plan reset, feature unlock, pricing concession, dedicated support, or executive sponsor pairing. For each offer, state the intended impact and any approval risk.

   • □Each offer directly addresses the root cause
   • □Approval risk or constraints are flagged
5. 5

   List the internal asks required to execute the save play. For each ask identify the team or stakeholder, what you need from them, and the deadline to keep the play on track.

   • □Every cross-functional dependency is named
   • □Deadlines are tied to the outreach sequence timing
6. 6

   Write a one-paragraph executive summary of the save play — risk level (High / Medium / Low), root cause, recommended strategy, and the single most critical action to take in the next 48 hours.

   • □Risk level is stated
   • □Next 48-hour action is concrete and owner-assignable

Output format

Structure the response in clearly labeled sections: (1) Churn Signal Summary, (2) Root Cause Diagnosis, (3) Outreach Sequence (table format: Touch / Channel / Sender / Message Angle / Timing), (4) Retention Offers, (5) Internal Asks, (6) Executive Summary. Use bullet points within sections; keep the executive summary as a single tight paragraph.