# Retention and expansion

Commercial planning

Offers, messages, prices, guarantees, and delivery targets are proposals to validate. They do not establish available features, customer results, or contractual commitments. Confirm implementation and supporting evidence before using a proposal externally.

Retention requires visible value during live events and quiet periods.

## Monthly value report

The report should summarize events, monitored properties, customer impacts, alerts, action plans, field work, attributed outcomes, source issues, and next actions.

## Quarterly review

The executive review covers adoption, speed, outcome quality, missing data, market performance, attribution completeness, and preparedness.

## Expansion signals

Relevant signals include new markets, branches, property volume, commercial needs, reports, integrations, APIs, widgets, or campaign operations.

## Churn signals

Intervene when customer records remain unimported, replays remain incomplete, alerts remain unopened, action plans remain unused, or CRM outcomes remain disconnected.

Executive disengagement and incomplete value reports are also churn risks.

Customer success should address these signals before renewal. Expansion should follow proven adoption rather than compensate for missing value.