Retention Command Center Docs
Variables used to score churn risk, select playbooks, and estimate preventable revenue.
Input data fields
| Field | Meaning | Example / range | Used by |
|---|
account.name / segment | Customer account and commercial grouping. | Northstar Health / Enterprise | Risk queue and reporting |
account.MRR | Monthly recurring revenue at risk. | $8,500 | Preventable churn and saved revenue |
account.usageScore | Product usage health where lower values indicate risk. | 0.20-0.95 | Usage-risk contribution |
account.supportTicketCount | Recent support burden or unresolved issue count. | 0-20+ | Support-risk driver |
account.npsScore | Customer sentiment signal. | -100 to 100 | Sentiment-risk driver |
account.renewalDays | Days until renewal or commercial decision point. | 0-365 | Timing-risk contribution |
account.paymentRiskScore | Likelihood of billing/payment friction. | 0-1 | Payment-risk contribution |
account.executiveSponsor | Whether a senior relationship owner exists. | true / false | Relationship-risk adjustment |
account.lastTouchedDays | Days since the account was last contacted. | 0-180 | Relationship-risk contribution |
account.healthTrend | Recent direction of account health. | improving, flat, declining | Trend risk adjustment |
playbook.riskDriver / saveRateLift / cost | Intervention mapped to a driver, expected lift, and cost. | usage_gap / 0.18 / $900 | Playbook selection and payback |
policy.highRiskThreshold / minPaybackRatio | Portfolio thresholds for urgency and economic viability. | 0.70 risk / 2.0x payback | Recommendation and routing |
Model variables and ranges
| Variable | Type | Range | Used by |
|---|
MRR | currency | $0+ | Preventable churn and saved revenue |
usageScore/paymentRiskScore | float | 0-1 | Risk score |
supportTicketCount | integer | 0+ | Support-risk driver |
npsScore | integer | -100 to 100 | Sentiment driver |
renewalDays/lastTouchedDays | integer | 0+ | Timing and relationship-risk drivers |
saveRateLift | float | 0-1 | Playbook economics |
maxDiscountPct | float | 0-1 | Intervention guardrail |
minPaybackRatio | float | 0+ | Portfolio recommendation |
Formulas and recommendation rules
| Model step | Formula | Decision rule |
|---|
| Risk score | usage risk + support risk + NPS risk + renewal timing + payment risk + relationship coverage + trend | Classifies low/medium/high risk. |
| Expected saved revenue | preventable churn * selected playbook saveRateLift | Used to prioritize interventions. |
| Payback ratio | expectedSavedRevenue / interventionCost | Below minPaybackRatio weakens portfolio recommendation. |