retention-feedback

Name: retention-feedback
Author: etrebels

17stars1forks

How to install retention-feedback?

etrebels/claude-code-growth-os/retention-feedback

$npx -y skills add etrebels/claude-code-growth-os --skill retention-feedback

Installs into the current project.

Summary

Turn what customer success hears after the sale into product and retention actions. Trigger when an onboarding note, QBR, support thread, or usage review surfaces adoption friction, a churn-risk signal, a feature request that blocks expansion, or a customer who's ready to grow —

Files · 1

View on GitHub

SKILL.md

1	# Retention Feedback
2
3	The loop that keeps the post-sale half of the motion connected to product — the half the funnel forgets. Sales→marketing is the loop everyone can see; this is its mirror on the right side of the bowtie. Field intelligence from onboarding, adoption, and renewal flows back to product and CS on a cadence, instead of dying in a QBR. This is the four-function version of the alignment thesis in [`docs/why-align.md`](../../../docs/why-align.md) — made concrete as a tagged line in the same shared log the `marketing-feedback` skill writes to.
4
5	From a source — an onboarding note, a usage review, a support thread, a renewal call, a deal update:
6
7	1. Scan for the four signal types:
8	- Adoption friction — where customers stall between signing and getting value (the workflow they never turned on, the setup step that blocks them).
9	- Churn risk — the real leading indicator: usage trending down, a champion gone quiet, a single-threaded account after a reorg.
10	- Expansion blocker / signal — a missing feature that's holding back a renewal or a second department; or, the opposite, a customer asking for more unprompted.
11	- Renewal-loss reason — the real one, logged, not remembered (people misdiagnose why accounts leave as often as why deals are lost).
12	2. Log each as a tagged line in `ops/feedback-log.md` — the same single home marketing's tags use — so product and CS can act without a meeting:
13	- `RETENTION-RISK: [account] — [the adoption/churn/blocker signal] → [product or CS action]`
14	- `EXPANSION-SIGNAL:` when a healthy account is ready to grow (hand to sales with the CS context attached).
15	3. Route, don't dump. A feature request that blocks adoption goes to the roadmap, not the backlog void. A churn signal triggers the renewal motion early — day 60, not day 85. Don't tag every quiet week as a risk; tag it when usage, the champion, or the value story is actually slipping.
16
17	The tag is the hand-off. One file — the same one marketing reads — now carries both loops, so a post-sale signal can't quietly die any more than a field objection can. Product's job is to clear the `RETENTION-RISK` lines that are really roadmap; CS's job is to keep them honest and act on the renewal clock.
18
19	## Depth
20	- quick: scan one note, emit any `RETENTION-RISK` / `EXPANSION-SIGNAL` lines.
21	- standard: the full four-signal scan across recent post-sale notes, tagged and routed to product vs. CS.
22	- deep: + a one-line "what this means for the buyer" for the top signal, and the renewal-clock implication (when the motion should start).

People who liked this also viewed

6 picks

Type

retention-feedback

17stars1forks

View on GitHub

How to install retention-feedback?

etrebels/claude-code-growth-os/retention-feedback

$npx -y skills add etrebels/claude-code-growth-os --skill retention-feedback

Installs into the current project.

Summary

Files · 1

View on GitHub

SKILL.md

1	# Retention Feedback
2
3	The loop that keeps the post-sale half of the motion connected to product — the half the funnel forgets. Sales→marketing is the loop everyone can see; this is its mirror on the right side of the bowtie. Field intelligence from onboarding, adoption, and renewal flows back to product and CS on a cadence, instead of dying in a QBR. This is the four-function version of the alignment thesis in [`docs/why-align.md`](../../../docs/why-align.md) — made concrete as a tagged line in the same shared log the `marketing-feedback` skill writes to.
4
5	From a source — an onboarding note, a usage review, a support thread, a renewal call, a deal update:
6
7	1. Scan for the four signal types:
8	- Adoption friction — where customers stall between signing and getting value (the workflow they never turned on, the setup step that blocks them).
9	- Churn risk — the real leading indicator: usage trending down, a champion gone quiet, a single-threaded account after a reorg.
10	- Expansion blocker / signal — a missing feature that's holding back a renewal or a second department; or, the opposite, a customer asking for more unprompted.
11	- Renewal-loss reason — the real one, logged, not remembered (people misdiagnose why accounts leave as often as why deals are lost).
12	2. Log each as a tagged line in `ops/feedback-log.md` — the same single home marketing's tags use — so product and CS can act without a meeting:
13	- `RETENTION-RISK: [account] — [the adoption/churn/blocker signal] → [product or CS action]`
14	- `EXPANSION-SIGNAL:` when a healthy account is ready to grow (hand to sales with the CS context attached).
15	3. Route, don't dump. A feature request that blocks adoption goes to the roadmap, not the backlog void. A churn signal triggers the renewal motion early — day 60, not day 85. Don't tag every quiet week as a risk; tag it when usage, the champion, or the value story is actually slipping.
16
17	The tag is the hand-off. One file — the same one marketing reads — now carries both loops, so a post-sale signal can't quietly die any more than a field objection can. Product's job is to clear the `RETENTION-RISK` lines that are really roadmap; CS's job is to keep them honest and act on the renewal clock.
18
19	## Depth
20	- quick: scan one note, emit any `RETENTION-RISK` / `EXPANSION-SIGNAL` lines.
21	- standard: the full four-signal scan across recent post-sale notes, tagged and routed to product vs. CS.
22	- deep: + a one-line "what this means for the buyer" for the top signal, and the renewal-clock implication (when the motion should start).

People who liked this also viewed

6 picks

Type