{"id":"cs-weekly-churn-signal-checklist-five","audience":"customer-success","category":"support-work","technique":"format","track":"support","level":"beginner","title":"Write a weekly churn-signal checklist with thresholds","free":false,"task":"Write a weekly checklist for CSMs with exactly five lines starting \"[ ]\", one per churn signal in the notes, each formatted \"[ ] Signal - how to check\" and 14 words or fewer. Use the exact thresholds from the notes. Plain text.","materialLabel":"Your material (attached to your prompt automatically)","material":"CHURN SIGNALS (CS playbook v3)\n1. Usage: weekly active users down more than 20% week over week. Check the usage dashboard on Mondays.\n2. Admin logins: no admin has logged in for 14 days or more. Check the admin activity report.\n3. Cancel language: any support ticket or email containing the word 'cancel'. Search the helpdesk for 'cancel' weekly.\n4. Sponsor change: the executive sponsor left or changed roles. Check the CRM contact status and LinkedIn.\n5. Late payment: an invoice more than 30 days overdue. Check the finance report on Fridays.\n\nOLD PLAYBOOK (v2, retired): 'usage down 10%' and 'no login for 30 days'.\nCSM comment: 'Add NPS below 7 as a sixth signal.' (Not in v3.)\nKeep each line short: signal, a dash, how to check.","rules":[{"type":"plainText"},{"type":"maxWords","max":90}],"mistakes":[{"title":"Using the old thresholds","why":"The retired playbook is in the notes.","fix":"Say: \"Use the v3 thresholds only.\"","checks":["r2"]},{"title":"Adding a sixth signal","why":"The CSM comment adds NPS.","fix":"Say: \"Exactly five lines.\"","checks":["r0"]},{"title":"Missing how to check","why":"The AI lists signals without the check.","fix":"Say: \"Format: [ ] Signal - how to check.\"","checks":["r1"]},{"title":"Getting markdown back","why":"AI adds bold and headings by default, which show up as stray symbols where this is pasted.","fix":"Say \"plain text, no bold, no headings, no asterisks\".","checks":["plainText"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting and usually runs long, so a vague \"keep it short\" lands well over the limit.","fix":"Cap each part instead of the total, for example \"each line under 15 words\".","checks":["maxWords"]}],"promptHints":[{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a length limit","patterns":["\\d+\\s*words","word (limit|count)","under \\d+"]},{"label":"Shows the line format","patterns":["\\[ \\]","signal - how to check"]},{"label":"Uses v3 thresholds","patterns":["20%","14 days","30 days"]}],"hint":"Checklists need exact thresholds and a line format. Say which version to use and the number of lines.","rubricLabels":["The output has exactly five lines starting \"[ ]\" formatted Signal - how to check, with each line 14 words or fewer","The thresholds are usage down more than 20% week over week, no admin login for 14 days, the word cancel, a sponsor change and an invoice over 30 days overdue","The retired v2 thresholds (10%, 30 days of no login) and an NPS signal are not included"]}