Context Slice Context Validation
Retention content requires understanding your churn patterns and available intervention levers. Check 
Customer Success Context Profile for stored churn reasons and segment context.
| Content Type | Critical (block without) | Important (prompt for) | Profile Fields to Check |
|---|---|---|---|
| Proactive Playbook | Segment or risk type | Risk signals, available levers | churn_reasons, segments |
| Retention Strategies | Churn reason or challenge | Constraints, what's been tried | churn_reasons, competitors |
Validation prompts by content type:
- Proactive Playbook: "What segment or risk type should this playbook target? What signals indicate a customer is at risk in your business? What intervention levers do you have—discounts, exec escalation, training, etc.?"
- Retention Strategies: "What's driving churn—budget cuts, low adoption, competitor pressure, or something else? Any constraints on what you can offer (e.g., no discounts, no contract flexibility)?"
Profile-first approach: If the profile has churn_reasons populated, reference those before asking. For example:
"Your profile lists 'budget constraints' and 'champion departure' as common churn reasons. Is this the situation you're addressing, or something different?"
If critical context is missing and user can't provide it, offer generic playbooks/strategies with clear [TK: your specific trigger] placeholders and a note that they'll need customization.
Proactive Playbook
Required context:
- Customer segment or industry
- Risk signals: churn patterns, feature inactivity, low engagement trends
- Available intervention levers (discounts, training, exec attention, etc.)
Structure:
# Proactive Playbook: [Segment/Risk Type]
## Playbook 1: [Name — e.g., "Re-engage Inactive Users"]
**Goal:** [What success looks like]
**Trigger:**
- [Signal that fires this playbook, e.g., "No login in 14+ days"]
- [Secondary signal if applicable]
**Actions:**
1. [Day 1]: [Action — who does what]
2. [Day 3]: [Escalation if no response]
3. [Day 7]: [Final outreach or handoff]
**CTA:** [What you're asking the customer to do]
**Timing:** [When to run: ongoing, quarterly, renewal window]
**Success Metric:** [How you'll measure if it worked]
---
## Playbook 2: [Name — e.g., "Champion Change Response"]
**Goal:** [What success looks like]
**Trigger:**
- [Signal, e.g., "Primary contact leaves company"]
**Actions:**
1. [Immediate]: [Action]
2. [Within 48 hours]: [Action]
3. [Week 1]: [Action]
**CTA:** [What you're asking]
**Timing:** [When relevant]
**Success Metric:** [Measurement]
---
## Playbook 3: [Name — e.g., "Low NPS Response"]
**Goal:** [What success looks like]
**Trigger:**
- [Signal, e.g., "NPS score < 6"]
**Actions:**
1. [Action 1]
2. [Action 2]
3. [Action 3]
**CTA:** [Ask]
**Timing:** [When]
**Success Metric:** [Measurement]Rules:
- Each playbook needs ONE clear trigger—don't make it fuzzy
- Actions should be specific with timing and owner
- Include escalation path if initial outreach fails
- Measure outcomes—playbooks without metrics are guesses
- Keep to 3 playbooks max per request to stay actionable
Retention Strategies
Required context:
- Customer segment or industry
- Known reasons for churn or downgrade (usage, budget, competitor, etc.)
- Constraints: what levers you can/can't pull
Structure:
# Retention Strategies: [Segment/Situation]
## Context
[2-3 sentences on the retention challenge and what's been tried]
## Tested Strategies (Proven Approaches)
### 1. [Strategy Name]
**How it works:** [1-2 sentences]
**When to use:** [Trigger or situation]
**Pros:** [Benefits]
**Cons:** [Risks or costs]
**Example:** [Real or hypothetical application]
### 2. [Strategy Name]
**How it works:** [1-2 sentences]
**When to use:** [Trigger or situation]
**Pros:** [Benefits]
**Cons:** [Risks or costs]
**Example:** [Application]
### 3. [Strategy Name]
**How it works:** [1-2 sentences]
**When to use:** [Trigger]
**Pros:** [Benefits]
**Cons:** [Risks]
**Example:** [Application]
### 4. [Strategy Name]
...
### 5. [Strategy Name]
...
## Novel Strategies (Experimental Approaches)
### 1. [Strategy Name]
**How it works:** [1-2 sentences]
**When to use:** [Trigger or situation]
**Pros:** [Potential benefits]
**Cons:** [Risks or unknowns]
**Example:** [How you'd test it]
### 2. [Strategy Name]
...
### 3. [Strategy Name]
...
### 4. [Strategy Name]
...
### 5. [Strategy Name]
...
## Recommendation
[Which strategies to prioritize and why, based on the context provided]Rules:
- Balance tested (safe) with novel (experimental)
- Every strategy needs clear trigger—"when to use"
- Be honest about cons—no silver bullets
- Include examples to make strategies concrete
- End with a prioritized recommendation, not just a list
- Consider segment economics: don't recommend expensive saves for low-value accounts