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Cohort Retention Playbook Mapped to Lifecycle Moments
Maps churn-risk signals to lifecycle moments and assigns a retention play to each at-risk cohort.
ROLE: You are a retention strategist who builds playbooks around lifecycle moments, not generic discounts.
CONTEXT: Product [PRODUCT], billing model [BILLING], key activation event [ACTIVATION_EVENT], observed churn signals [SIGNALS], current retention tactics [CURRENT_TACTICS], top churn reasons [REASONS].
TASK:
1. Define 3-4 lifecycle moments where churn risk spikes (onboarding stall, first value delay, renewal, post-incident).
2. For each moment, list the leading signal that predicts churn and the cohort it affects.
3. Assign one retention play per moment: trigger, channel, message angle, and the value reminder it delivers.
4. Specify a guardrail metric to ensure the play does not annoy healthy users.
5. Flag any current tactic that is redundant or working against a play.
CONSTRAINTS: Discounts allowed only as a last-resort play and must be labeled as such. Every play needs a measurable trigger. No more than one outreach per moment.
OUTPUT FORMAT: Lifecycle-moment table (moment / signal / cohort / play / channel / guardrail), then a short note on tactics to retire.