Churn Prevention

Description

Reduce voluntary and involuntary churn through cancel flow design, save offers, exit surveys, and dunning sequences. Use when designing or optimizing a cancel flow, building save offers, setting up dunning emails, or reducing failed-payment churn. Trigger keywords: cancel flow, churn reduction, save offers, dunning, exit survey, payment recovery, win-back, involuntary churn, failed payments, ca...

What this skill does

1. 1Designs a five-stage cancel flow (trigger, exit survey, dynamic save offer, confirmation, post-cancel) with save offers matched to exit reasons rather than a generic discount shown to everyone.
2. 2Builds an exit survey with 6-8 reason categories mapped to specific offer types — pause, downgrade, extended trial, human support — with implementation rules for when each offer applies.
3. 3Sets up an involuntary churn recovery stack: smart retry logic with increasing delays, card updater service configuration, and a five-email dunning sequence with subject lines and body copy.
4. 4Models the MRR impact of improving save rate and recovery rate using a churn impact calculator script.

When to use

• Cancellation today is instant with no flow and you're losing customers without understanding why.
• Your cancel flow shows a save rate below 5% and you suspect offers aren't matched to the real exit reason.
• Failed payment churn is above 1% monthly and there's no dunning sequence in place.
• You want to write the post-cancel reactivation email sequence for the 7-day and 30-day windows.