Retention

Every churn tool I evaluated sold me the same motion: spot the leaver, offer a discount, dun the failed cards. I nearly shipped that, then checked it against my own book of business and found it was wrong for two of my three customer types. A discount rescues a consumer who drifted off. Offered to an agency client who is quietly unhappy, the same discount tells them you knew the work was not worth the price. So retention branches on business model before anything else. Agency churn is a slow fade you score on relationship signals, not logins, and 51% of clients leave within a year of their champion. SaaS churn turns on activation and reason code, where frustration churn needs a conversation rather than a price cut. B2C churn is about recency, on a 60 to 90 day win-back window. Worked example: a six-month client, quiet for 14 days, champion departed. The agency branch returns an executive review, not a discount, and schedules it. Guidance-only. It decides and composes, then hands drafting to outbound-engine, sending to smartlead, copy to copy-engine, register to voice-builder, and timing to SpiderFlow.