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winback-playbook

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Turn an at-risk or churned account into a save play — root-cause hypothesis, the offer ladder, the outreach sequence, and the honest call on when to let go. Use when asked to save a churning customer, build a win-back plan, re-engage a lost account, or stop a renewal from slipping. Produces the churn diagnosis, a ranked set of save levers, a timed outreach sequence, and the walk-away line so you don't over-invest in an account that's gone.

plugins/pm-cs/skills/winback-playbook/SKILL.md

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Nov 10, 2026
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# Win-back Playbook

Most churn saves fail because they lead with a discount before anyone knows *why* the customer is leaving. This starts with the diagnosis — is it value, fit, budget, a champion who left, or a competitor? — then matches the save lever to the cause, sequences the outreach, and sets a walk-away point so a healthy team doesn't burn a month chasing an account that was never coming back.

## What This Skill Produces

- **The churn diagnosis** — the most likely root cause(s), and the evidence for each
- **The save ladder** — levers ranked by cost and fit-to-cause (not "offer 20% off" reflexively)
- **The outreach sequence** — who reaches out, when, with what message
- **The walk-away line** — the signal that says stop, and the graceful close (leave the door open)

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