When the user wants to reduce churn, improve customer retention, or plan lifecycle marketing. Also use when the user mentions "retention," "churn," "customer lifecycle," "churn prevention," "at-risk customers," or "loyalty program." For lifecycle, use growth-funnel.
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Guides customer retention and churn prevention. Acquiring new customers costs 5–25× more than retaining; 5% retention improvement can increase profitability 25–95%. Use this skill when reducing churn, building retention programs, or identifying at-risk customers.
When invoking: On first use, if helpful, open with 1–2 sentences on what this skill covers and why it matters, then provide the main output. On subsequent use or when the user asks to skip, go directly to the main output.
Check for project context first: If .claude/project-context.md or .cursor/project-context.md exists, read Sections 4 (Audience), 9 (Documentation).
Identify:
| Type | Share | Causes |
|---|---|---|
| Voluntary | 60–80% | Pricing, missing features, poor onboarding, relationship |
| Involuntary | 20–40% | Payment failures, expired cards, billing |
Predictability: Most churn is predictable 30–90 days before cancellation via behavioral signals.
| Approach | Conversion |
|---|---|
| Reactive (after cancel) | 15–20% |
| Proactive (before decision) | 60–80% |
Move from lagging indicator to early warning systems.
| Strategy | Use |
|---|---|
| Health scoring | Behavioral + transactional + relationship signals |
| Loyalty programs | 5–15 percentage point retention lift |
| Segmentation | Predictive modeling for at-risk |
| Onboarding | Prevent low value realization early |
| Dunning | Retry logic; pre-expiry card updates for involuntary |
| Dimension | Use |
|---|---|
| Product value | Registration; feature usage; payment |
| Marketing value | Testimonials; customer stories; webinar guests; feedback, bug reports, feature requests |
| Feedback analysis | Email, community, reviews—AI-assisted analysis; prioritize by impact; route to product vs ops |
Avoid: Treating users only as MAU/registration denominators. See creator-program for creator ecosystem.
Retention occurs after conversion; ongoing investment in customer success, not isolated campaigns. Map touchpoints: onboarding → adoption → expansion → renewal.
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When the user wants to create, optimize, or audit 404 error pages. Also use when the user mentions "404 page," "404 error," "error page," "page not found," "broken link page," "404 design," "custom 404," "404 redirect," "404 page UX," or "404 recovery." For sitewide page planning, use website-structure.
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When the user wants to create, optimize, or audit About page content. Also use when the user mentions "about page," "about us," "company story," "our team," "about section," "company overview," "brand story," "team page," or "who we are." For sitewide page planning, use website-structure.
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When the user wants to plan, implement, or optimize affiliate marketing strategy. Also use when the user mentions "affiliate marketing," "affiliate program strategy," "CPS model," "affiliate recruitment," "commission structure," "affiliate partners," "affiliate network," "affiliate tracking," "affiliate commission," or "partner marketing." For affiliate page, use affiliate-page-generator.
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When the user wants to create, optimize, or audit affiliate program page content. Also use when the user mentions "affiliate program," "affiliate page," "partner program," "referral program page," "affiliate landing," "partner landing," "commission page," or "affiliate signup." For affiliate program strategy, use affiliate-marketing.
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When the user wants to track AI search traffic in GA4 or GSC. Also use when the user mentions "AI traffic," "ChatGPT referral," "Perplexity traffic," "AI Overviews," "GA4 AI sources," "AI search analytics," "track AI referrals," "AI search traffic," "Claude traffic," or "how to track AI traffic." For AI SEO strategy, use generative-engine-optimization.
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When the user wants to create, optimize, or audit alternatives or comparison content (page or blog article). Also use when the user mentions "alternatives page," "alternatives listicle," "X alternatives," "competitor comparison," "vs page," "compare page," "best alternatives to X," "switch from X," "competitor brand traffic," "brand keyword ads," or "intercept competitor search." For competitor research, use competitor-research.
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