Customer Retention & Win-Back
Proactive retention sequences that identify at-risk customers and re-engage churned users.
Challenges
- ✗12% monthly churn rate
- ✗No early warning system for at-risk accounts
- ✗Win-back emails sent too late
- ✗One-size-fits-all retention messaging
Solutions
- ✓Predictive churn scoring triggers proactive outreach
- ✓Usage-based segmentation for targeted messaging
- ✓Escalation paths from email to success team
- ✓Personalized value reminders based on actual usage
Results
- ▲Churn reduced from 12% to 7.8%
- ▲At-risk accounts identified 3 weeks earlier
- ▲Win-back campaign reactivated 18% of churned users
- ▲NPS improved from 32 to 54
“We cut churn by a third in one quarter. The predictive triggers catch at-risk accounts before they even think about leaving.”
Diana Foster
VP Customer Success, Workflow.io