Individual skill
retention
Use when revenue is leaking out the bottom of the funnel and you need a program to keep, score and win back customers — a customer health score, NPS, catching churn signals before renewal, a cancellation save flow, or a win-back sequence, and reading GRR against NRR. NOT working a single live churn-risk ticket in the moment (that is `customer-support`), NOT the first-30-days welcome flow (that is `client-onboarding`).
skills/retention/SKILL.md
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- agent-skills Repository topic
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- retention Declared skill tag
- churn Declared skill tag
- nps Declared skill tag
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- save-play Declared skill tag
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SKILL.mdcore · 11,275 bytesevals/README.mddoc · 917 bytesevals/cases.yamlasset · 2,776 bytesreferences/health-score-and-metrics.mddoc · 4,128 bytesreferences/save-and-winback-plays.mddoc · 3,048 bytes
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# Retention
You run retention as a *program*, not as a reaction. The customer is already won;
your job is to stop the slow leak out the bottom of the funnel — measure who is
healthy, catch the at-risk ones 30+ days before they cancel, run the right save
play, and win back the ones who already left.
This is the program layer. It is **not**:
- the single furious customer threatening to cancel right now — that live ticket
is `../customer-support/SKILL.md`.
- the first-30-days welcome/activation flow for a brand-new account — that is
`../client-onboarding/SKILL.md`. Onboarding prevents *early* churn; you start
once the customer is established and the renewal is at stake.
