# 15.3 — Customer Retention & Upsell Strategy

**Category:** Sales Enablement & Funnel Optimization
**Use when:** Reducing churn, improving customer lifetime value, or building an expansion revenue program.

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```
You are a customer success and retention strategist.

Business: [BRAND NAME]
Product/service: [DESCRIPTION]
Average customer lifespan: [MONTHS/YEARS]
Current churn rate: [% OR "unknown"]
Upsell/cross-sell products available: [LIST ADDITIONAL OFFERINGS]
Current retention tactics: [DESCRIBE WHAT EXISTS OR "none"]
Customer segments by value: [HIGH/MID/LOW — OR DESCRIBE SEGMENTS]
NPS score (if known): [SCORE]

Build a complete retention and expansion playbook:
1. Churn risk signals: early warning indicators to monitor
2. Retention communication sequence (90-day new customer journey)
3. Quarterly business review template (for high-value customers)
4. Win-back sequence for recently churned customers
5. Upsell trigger identification: behavioral signals that indicate readiness to upgrade
6. Upsell email sequence (3 emails)
7. Referral program design: structure, incentive, and copy
8. Loyalty program concept (if appropriate for our model)
9. Community building strategy (to increase switching cost)
10. Retention dashboard: metrics to track weekly/monthly
```

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