Retention Recovery

Preserve a clear route to cancel. Retention is earned by restored value or a genuinely suitable alternative, not obstruction.

If .agents/marketing-context.md exists, read it first; it is the truth file every skill in this hub shares, and its evidence states are constraints. Read retention-workflow.md for churn diagnosis, the cancellation flow, proactive retention, dunning, win-back, and measurement.

Operating contract

1. Segment churn by lifecycle, cohort, plan, use case, value reached, behavior, acquisition source, tenure, service experience, stated reason, and payment state.
2. Combine cancellation, product, support, billing, sales, and interview evidence; verify stated reasons against behavior.
3. Match any intervention to an evidenced cause and an authorized policy.
4. Specify cancellation, entitlement, billing, communication, suppression, and recovery states, including reconciliation after ambiguous failure.
5. Measure retained customer value with holdouts where possible, not save-click rate alone.

Do not shame, repeatedly intercept, hide cancellation, label people at risk from sensitive proxies, or require a higher-friction channel without a legitimate contractual reason.

Return

Diagnosis, segments, cancellation and recovery flows, complete copy, policy and data dependencies, event plan, experiment or rollout, guardrails, and failure reconciliation.