Retention Control Center
Real-time visibility into churn risk, conversations and protected revenue.
●
At-risk customers127+9 vs. last week
Active retention cases3418 require human intervention
Retention rate71%+4.2 pts this month
Protected revenue€184,250Last 30 days
Churn risk distribution
LiveTop churn reasons
Last 30 daysPrice / perceived value38%
Service dissatisfaction24%
Competitor offer17%
Low product usage13%
Other8%
Live retention activity
| Customer | Risk | Status | Value | Last signal |
|---|---|---|---|---|
| Santiago López | 78% High | AI Understanding | 948 €/year | Cancellation request |
| Elena García | 61% Medium | Human negotiation | 720 €/year | Competitor mention |
| Álvaro Martín | 34% Low | Offer presented | 1,140 €/year | Usage drop |
| Lucía Fernández | 82% High | Customer retained | 864 €/year | Price objection |
Customer CRM database
Simulated customer records enriched with churn intelligence.
| Customer | Location | Plan | Monthly fee | NPS | Churn risk | Last interaction |
|---|
Customer 360
Santiago López
NC-10047 · Madrid · Customer since March 2019
78% High risk
Relationship & Value
PlanPremium Plus
Monthly fee€79
Annual value€948
Customer lifetime value€6,420
NPS4/10
CSAT62%
Complaints (12m)2
Renewal28 days
Top churn signals
Recent price sensitivityTwo service complaintsDecreasing useNearby renewalNegative NPSCompetitor comparison
Customer history
Jul 28NPS response: 4/10
Jul 12Complaint: support resolution delay
Jun 21Use 18% lower than previous quarter
May 03Support contact: billing clarification
Mar 15Premium Plus renewal
☎
Incoming call
Santiago López
Customer ID NC-10047
CRM matchFound
Churn risk78%
Customer valueHigh
Relationship7 years
Live call
Conversation with the customer
Don't Go
Real-time understanding
PlanPremium Plus
Monthly fee€79
Churn probability
78% · High
Declared motive—
Emotional state—
Openness—
Competitor—
Real motive (inferred)
Valued services—
Retention opportunity—
Triage notes
—
Don't Go
Analyzing the customer
The Don't Go agent is gathering information. Suggestions for the negotiation will appear here when the triage completes.
Retention cases
34 active| Case | Customer | Motive | Status | Revenue |
|---|---|---|---|---|
| RET-2026-00847 | Santiago López | Price / perceived value | Customer retained | 948 € protected |
| RET-2026-00846 | Lucía Fernández | Competitor offer | Customer retained | 864 € protected |
| RET-2026-00845 | David Ramos | Service dissatisfaction | Human negotiation | 1,020 € at risk |
Retention intelligence
From customer data to retained relationship
Don't Go is designed as a decision-support framework, not a static script.
1
→
KNOW
CRM context, history, value and risk.
2
→
UNDERSTAND
Intent, emotion, churn motives and latent needs.
3
→
NEGOTIATE
Identify the conditions that can restore the relationship.
4
→
CLOSE
Wrestling · This or that · Fait accompli
5
LEARN
Record outcomes and improve retention intelligence.
Traditional retention systems know what the customer has. Don't Go understands why the customer wants to leave, what might make them stay, and how to help the agent close the conversation successfully.
Discovery quality94%In retained cases
Negotiation effectiveness91%Methodology adherence
Close execution95%Successful closes
Performance by technique
Case impact
Previous revenue€948
Retained revenue€792
Conceded revenue€156
Final churn risk12%
Retention outcome
Customer retained
Santiago López accepted a revised €66/month plan keeping the services he values most.
Previous fee€79
New fee€66
Annual retained revenue€792
Final churn probability12%
Closing techniques used
✓ WrestlingConditional commitment
✓ This or thatControlled choice
✓ Fait accompliFait accompli close
Automatic CRM update
The customer contacted the company requesting cancellation primarily due to price and declining perceived value after recent service issues. Mentioned a competitor offer at €59/month. During the conversation, Premium Assistance and Priority Support were identified as critical services. A conditional stay commitment was obtained and the customer accepted a new €66/month fee keeping both services. Successful retention. Satisfaction follow-up recommended in 30 days.