Learn how to keep the customers you worked so hard to win. This course walks through the full retention discipline: measuring churn honestly with cohorts, building onboarding that locks in value early, spotting at-risk accounts before they leave, and turning your existing base into a source of expansion revenue. Each lesson pairs a practical framework with a concrete action step you can apply to your own customer data this week.

Modules

Why Retention Compounds

Lessons

• The Leaky Bucket Problem in Growing Businesses Preview
• How Retained Revenue Compounds Over Time
• The True Cost of Replacing a Lost Customer

Measuring Churn Honestly

Lessons

• Logo Churn vs Revenue Churn and What Each Hides
• Cohort Analysis: Reading Retention Curves Without Fooling Yourself
• Choosing Your Churn Window and Denominator

Onboarding as a Retention Lever

Lessons

• Time to First Value: The Onboarding Metric That Matters
• Designing an Onboarding Path Around Activation Milestones
• The First 90 Days: Cadence and Course Corrections

Health Scores and Early Warning Signals

Lessons

• Building a Simple Customer Health Score
• Leading Indicators of Churn Hiding in Usage Data
• Turning Health Signals into a Working Alert System

Save and Win-Back Systems

Lessons

• Designing a Save Offer Ladder Before You Need It
• Cancellation Flows That Learn While They Save
• Win-Back Campaigns for Lapsed Customers

Expansion Revenue from Retained Customers

Lessons

• Net Revenue Retention: The Growth Engine Inside Your Base
• Mapping Expansion Paths: Upsell and Cross-sell and Usage Growth
• Earning the Right to Expand: Timing the Ask