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PillarsAdoptionAdvocacyRetention
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Introduce users to new cases and featuresIdentify and empower our most successful users to tell their storyUnderstand cancelation reasons and improve offboarding
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Themes/Focusesconfidence after onboardingfinding the diamondslearn from churn
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Strategies continually introduce new use casesmake it easy to advocate for "company"improve churn reason visiblity
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regular customer-focused programsmake advocates feel specialmake it easier to cancel
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connect more customers to our peoplequantify advocacy effortsimprove reactivation flow
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Tacticsbehavior-based midlifecycle messages (push, in-app, email)create opt-in advocacy surveybuild churn dashboards
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live customer events (office hours, workshops)build gifting strategysend monthly churn recap email to everyone
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automated pre-renewal emails from CSMstart tracking case studies/referrals used in dealsupdate churn reasons
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build advocacy dashboardpilot "pause" button
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start using satisfaction survey to uncover advocatesadd in-product cancelation saves based on reason
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