Preventing Churn After Contract Renewal Period
Trigger Customer is nearing the end of their 12- or 24-month contract and hasn’t confirmed renewal. Segment: “At-Risk Renewal”
Action Flow Options Co-Pilot randomly tests and measures:
Email reminder with renewal offer or benefits recap
WhatsApp message asking “Need help comparing plans?”
Offer to schedule a support call
Wait step (control)
Co-Pilot Exploration Tests which messages reduce churn and increase contract renewals → Learns what works best based on customer profile or tenure.
Next-Best-Action Push Best-performing message or offer pushed automatically to CRM tools:
Dynamic content (e.g. loyalty perks, usage summary)
Send time optimization (based on response behavior)
Escalation to CSM or support team if no action
KPIs Tracked
Contract renewal rate
Click-through and reply rate per channel
Churn rate reduction
Average customer lifetime value (CLV)
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