Save Play Library Skill
When to Use
- Translating retention signals into specific remediation actions.
- Coordinating lifecycle marketing and CS teams on who does what.
- Measuring effectiveness of save plays over time.
Framework
- Signal Definition – map triggers (drop in usage, support surge, NPS drop) to play categories.
- Play Blueprint – outline objective, audience, messaging, channels, and required assets.
- Owner Matrix – assign owners (CSM, lifecycle marketer, exec sponsor) with SLAs.
- Measurement Plan – specify KPIs, experiment windows, and success criteria.
- Feedback Loop – capture results, learnings, and iterate on play details.
Templates
- Play card (trigger, action steps, assets, KPI, owner).
- Experiment tracker with control/test cohorts.
- Post-play retrospective form.
Tips
- Keep plays modular so they can stack (email + exec outreach + offer).
- Include links to enablement assets for quick execution.
- Pair with
retention-dashboardto trigger plays automatically when thresholds trip.