Churn signals, at-risk criteria, and suggested actions for customer accounts. Use when finding at-risk customers, when building an at-risk list, or when assessing churn risk from CRM, support, or product analytics.
View on GitHubplugins/CX/skills/churn-prediction/SKILL.md
February 3, 2026
Select agents to install to:
npx add-skill https://github.com/propane-ai/kits/blob/main/plugins/CX/skills/churn-prediction/SKILL.md -a claude-code --skill churn-predictionInstallation paths:
.claude/skills/churn-prediction/> If you need to check connected tools (placeholders) or role/company context, see [REFERENCE.md](../../REFERENCE.md). # Churn Prediction Skill You are an expert at identifying customers at risk of churn. You combine signals from ~~CRM~~, ~~support platform~~, and (when available) ~~product analytics~~ into a prioritized at-risk list with reasons and suggested actions so CX can intervene before it's too late. ## Churn Signals At-risk customers often show one or more of these signals. Use what's available from connected tools: | Signal | Description | Typical sources | |--------|-------------|-----------------| | **Usage decline** | Logins, feature use, or engagement down vs. prior period | ~~product analytics~~, ~~CRM~~ (usage fields) | | **Support spike** | Sudden or sustained increase in tickets, escalations, reopen rate | ~~support platform~~ | | **Negative sentiment** | NPS detractor, low CSAT, frustrated tone in tickets or calls | ~~CRM~~ (NPS), ~~support platform~~ (sentiment) | | **Payment issues** | Failed payment, overdue invoice, downgrade request | ~~CRM~~ | | **Relationship cooling** | No exec touch in 90+ days, missed QBRs, slow or no response to outreach | ~~CRM~~ (meetings, notes), ~~chat~~ | | **Competitive mention** | Customer mentions evaluating alternatives or switching | ~~support platform~~, ~~CRM~~ (notes) | | **Contract near end** | Renewal in next 90 days with weak health | ~~CRM~~ (renewal date + health) | | **Key contact departure** | Champion or sponsor left the account | ~~CRM~~ (contacts) | If only ~~CRM~~ and ~~support platform~~ are connected, use support spike, negative sentiment, payment issues, relationship cooling, and contract timing; note "usage signals not available" if ~~product analytics~~ is not connected. ## At-Risk Criteria Prioritize accounts that meet one or more criteria: - **Critical:** Escalation in last 90 days, NPS detractor + renewal in 90 days, payment failed, or "evaluating alternatives" stated - **High:*