Churn Prevention

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. Read retention-workflow.md for diagnosis, cancel flows, proactive response, dunning, 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.
3. Match any intervention to an evidenced cause and authorized policy.
4. Specify cancellation, entitlement, billing, communication, suppression, and recovery states.
5. Measure retained customer value, not save-click rate alone.

Never shame, repeatedly intercept, hide cancellation, or require a higher-friction channel without a legitimate contractual reason.