Stop Treating Retention Like a Single-Team Problem
Your CSM team is drowning. Your renewals feel defensive. Your onboarding still doesn't scale. The issue isn't effort — it's that nobody's looking at retention as a cross-functional system.
Get a zone-by-zone diagnosis of where your retention architecture breaks down and where the fixes actually live. No vendor pitches. Just a strategic map of what's limiting compounding customer value.
What You'll Discover
Most assessments tell you to "improve onboarding" or "add more content."
This one tells you which constraint is actually limiting growth (and which teams need to be in the room to fix it).
Strategic Constraint Mapping
See which zone of your customer journey is the primary bottleneck — and why fixing downstream problems won't work until you fix this first.
Cross-Functional Visibility
Get clear on which systems break down before churn happens, so you can prevent fires instead of fighting them.
Leadership-Ready Diagnosis
Walk away with specific evidence of where retention architecture fails — the kind that helps you make the case for strategic investment, not another point solution.
The Six Zones Where Retention Actually Breaks Down
Most SaaS companies optimize individual touchpoints — better onboarding emails, slicker UI, more CS outreach. But retention doesn't fail at single touchpoints. It fails when zones don't connect.
This assessment measures your retention architecture across the six interconnected zones where customer value either compounds... or collapses.
Belief
Authority & ExpectationPre-purchase trust signals that shape buyer expectations
Commitment
Decision ConfidencePost-purchase stability and decision reinforcement
Activation
First ValueTime-to-value delivery and momentum building
Realization
Feature-to-OutcomeTranslating features into meaningful outcomes
Expansion
ROI & GrowthCompounding value and expansion opportunities
Recognition
Identity & AdvocacyBelonging, identity formation, and customer advocacy
Get the Diagnosis Your Leadership Team Needs to See
Each zone contains three thresholds that reveal why customers succeed or stall. Based on your answers, each threshold receives a status that rolls up to show you exactly where your retention system is breaking.
This threshold or zone is well-developed and working effectively
There's room to grow — some practices exist but aren't systematic
This is a priority area where the customer experience is breaking down