CHURN RISK ANALYSIS — SaaS Project Management HIGH RISK (act within 24 hours): - No login for 14+ consecutive days - Support ticket about cancellation or billing - Downgrade request submitted - Less than 3 tasks created in last 30 days - Trial ending in 48 hours with zero activity MEDIUM RISK (act within 1 week): - Login frequency dropped from daily to weekly - Only 1 team member active (was 3+) - No new projects created in 21 days - Opened pricing page 3+ times this month LOW RISK (nurture proactively): - Login frequency slightly reduced - Not using new features after update - No tasks completed in last 7 days WIN-BACK CAMPAIGN: EMAIL 1 — Day 0: Subject A: "We noticed you've been away, [Name]" Subject B: "[Name] — your projects are waiting" Subject C: "Is everything okay, [Name]?" Hi [Name], We noticed you haven't logged into [Tool] in a while — and we just wanted to check in. We know getting started with a new tool takes time, and we don't want you to miss out on the value we know is there for you. Your account and all your projects are exactly where you left them. [Log back in →] Happy to help if you have any questions. [Your name] from [Tool] team EMAIL 2 — Day 3: Subject A: "A gift for coming back — 30 days free" Subject B: "[Name] — we'd like to offer you this" Subject C: "Still thinking about it? This might help" Hi [Name], We want to make it easy for you to experience [Tool] at its best. So we're extending your account by 30 days — completely free, no action needed. Use this time to try our new AI task assistant that automatically organizes your team's work for you. [Activate your 30 free days →] Offer expires in 72 hours. EMAIL 3 — Day 7: Subject A: "New: AI task assistant your team will love" Subject B: "We just shipped something for teams like yours" Subject C: "[Name] — this new feature solves your problem" Hi [Name], Since you last logged in, we shipped our most requested feature: an AI assistant that automatically assigns tasks based on team workload. This directly solves what most customers tell us is their biggest challenge — knowing who should do what and when. Takes 5 minutes to set up for your team. [Try the AI assistant →] EMAIL 4 — Day 14: Subject A: "Last note from us, [Name]" Subject B: "Before you go — one final offer" Subject C: "No hard feelings, but read this first" Hi [Name], This is our last email on this — promise. If [Tool] isn't the right fit right now, we completely understand. Timing matters. But if budget was a concern, we'd like to offer you our Starter plan at 50% off for 3 months — just reply to this email and we'll apply it instantly. If you'd prefer to cancel, no hard feelings. [Manage your account here] Either way, we wish you all the best. LOYALTY PROGRAM: Program name: [Tool] Champions Tagline: "The more you grow, the more you get" Tier 1 — Builder (month 1-6): - Access to all core features - Priority email support - Monthly product webinar access Tier 2 — Grower (month 7-12): - Everything in Builder - 1 free seat for a team member - Early access to new features - Dedicated onboarding call Tier 3 — Champion (12+ months): - Everything in Grower - 20% discount on annual plan - Direct line to product team - Featured customer case study Points system: Earn: 10 pts per task completed, 50 pts per team member invited, 100 pts per month as paying customer Redeem: 500 pts = 1 month free, 1000 pts = feature request priority, 2000 pts = lifetime discount 10% RETENTION MESSAGES: Milestone message: "[Name] — you've been with us for 6 months! That means your team has completed [X] tasks and saved approximately [Y] hours of work. Thank you for being a Champion customer. As a token of appreciation, we've added 1 free month to your account. 🎉" Feedback request: "Hi [Name], you recently stopped using [Tool] and your feedback would mean the world to us. What was the main reason you left? [Too expensive] [Didn't use it enough] [Missing a feature] [Found another tool] [Other] Takes 10 seconds. Helps us build better." Exclusive offer: "Hi [Name], this message is only going to our longest-standing customers — that's you. As a thank you, we're offering you a permanent 20% discount on your subscription. No strings. Just our way of saying thank you for being with us from the beginning." 30-DAY ACTION PLAN: Week 1: Export list of customers inactive 30+ days → segment by risk level Week 2: Send win-back sequence to high risk → track open and click rates daily Week 3: Launch Champions program → email all active customers to join Week 4: Review win-back results → measure reactivation rate and adjust offer KPIs to track: - Churn rate: target reduce from 28% to 20% - Win-back open rate: target 35%+ - Win-back conversion: target 15%+ - Champions program signup: target 40% of active customers in month 1