Customer Feedback to Renewal Risk

What this task does

Churn signals live in support tickets and NPS comments months before the renewal call. This task reads them at scale, clusters the pain themes, cross-references renewal dates, and hands you the accounts drifting toward a non-renewal while there's still time to act.

Set up once

  1. Connect Intercom, or drop support/NPS exports into feedback/.
  2. Keep renewals.md current with account, ARR, and renewal date.
  3. Run the first week of each month.

The task brief

Paste this into Claude Cowork:

Analyze the last 30 days of support conversations and NPS responses. Cluster recurring pain themes with example verbatims. Cross-reference renewals.md and rank accounts by renewal risk (theme severity x proximity to renewal x ARR). For the top five at-risk: summarize their specific friction with quotes and draft a save play — who to contact, what to acknowledge, what to offer. Output an Excel-style summary table plus the five plays.

What you get back

  • Pain themes with verbatim evidence, not anecdote
  • A ranked at-risk list weighted by ARR and renewal proximity
  • Five ready save plays for this month's outreach

Guardrails

  • Acknowledge specific friction in outreach without revealing you mined their tickets wholesale.
  • Keep customer names and contract terms out of the workspace unless you are on a commercial Claude tier.