Turning Retention Decisions Into Sustainable Growth
A B2B subscription platform serving thousands of repair shops was losing 75% of new subscribers annually. The team was strong at acquisition and had no strategy for activation, so every dollar bought a customer who left before paying for themselves. Comparing retained accounts against churned ones located the failure in the first two weeks, not the eighth month. The roadmap moved entirely to retention. Cancellation fell to under 30% in six months, then held through three consecutive years of 10 to 12% growth.
Best for: B2B subscription product leadership, retention and activation strategy