TLDR Tech / Marketing
Retention tear sheet
Start small by focusing on one high-dropoff point, like onboarding or re-engagement, and build a targeted program around it. Work closely with customer success to understand real user pain points, and track behavior that signals progress like activation or feature use, not just email metrics. Repurpose existing content instead of adding tools, and formally define lifecycle as a function so it can be owned and measured. Tie your first program directly to a revenue metric like activation, churn, or expansion to prove impact before scaling.
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