Retention Strategy Optimization

We partnered with a subscription service provider to develop and implement a comprehensive retention strategy powered by Braze's predictive analytics.

The Challenge

The client was experiencing high churn rates in their subscription business, with limited ability to identify at-risk customers before they cancelled. They needed a proactive approach to identify potential churners and engage them with relevant retention offers.

Our Approach

We developed a multi-faceted retention strategy using Braze's capabilities:

• Implementation of Braze's Predictive Churn feature to identify customers likely to cancel
• Creation of custom scoring models based on engagement patterns and subscription history
• Development of tiered intervention strategies based on churn risk levels
• Design of multi-step Canvas journeys specifically for retention
• Implementation of targeted win-back campaigns with personalized offers
• Integration of feedback collection at key touchpoints
• Development of custom reporting dashboard for retention metrics

Results

The retention strategy delivered significant business impact:

• 27% reduction in overall customer churn rate
• 41% of identified at-risk customers successfully retained
• $1.2M annual recurring revenue saved through preventive interventions
• 68% increase in feedback collection from churning customers
• Improved product development prioritization based on churn insights
• Enhanced ability to predict future churn trends