Churn-Save Offer Decision Kit
A customer's about to leave and you're tempted to throw a discount at them. Run the numbers first: save, pause, or let go — and never save a customer into a loss.
Same shape as the Should I Raise My Prices? kit — a decision with the actual math behind it, not a gut call dressed up as strategy.
instant download · .xlsx · yours to keep
The problem
“Just give them 30% off to keep them” — is that actually a win?
When a customer threatens to leave, the reflex is to discount them into staying. Sometimes that's right. Sometimes you're paying to keep a customer who's now barely profitable, when replacing them would have cost less. The only way to know is the math — what the offer costs, how long they'll stay, what a replacement costs, and what margin you have left after the discount. This kit runs it in under a minute.
Try it
Watch a tempting SAVE get flipped to PAUSE.
Run the save decision
SAVE
$2,160
PAUSE
$2,100
LET GO cost
$1,320
Retained margin after offer: 30.0% · margin-floor gate: FIRED
The save path is the highest-value option, but it would retain this customer below your margin floor — so it can't be a SAVE.
Don't full-save — the offer drops retained margin to 30.0%, below your 40% floor. Offer the pause/downgrade instead.
Your numbers, not a benchmark · not financial advice · same inputs, same verdict
This is the live engine. The full .xlsx decision tool — Start Here, Dashboard, Decision Tool All three paths and the margin-floor gate, run per customer A worked example, pre-filled and ready to overwrite
Get the kit — $49The standard
Honest math, your numbers.
Your numbers, no benchmark
Every figure is computed from the inputs you enter. There's no baked-in industry rate and no inflated lifetime-value to make the save look better than it is.
A floor you can't cross
The margin-floor gate forbids a SAVE that retains the customer below the margin you set — however good the lifetime value looks. Saving into a loss isn't saving.
A decision, not advice
It models the trade-off and returns a verdict you can act on or override. It's a decision tool, not financial advice, and it keeps the math deliberately simple.
How it works
Enter the numbers, read the verdict.
- 1Enter this customer's revenue and margin, and what the save offer would cost you per month.
- 2Add the pause/downgrade alternative and what a replacement customer costs to acquire and ramp.
- 3Set your minimum acceptable margin — the floor a save can't drop below.
- 4Read the verdict — SAVE, PAUSE, or LET GO — with the dollar figure behind each path.
What you'll see
Three numbers and one decision.
The three paths
Retained gross margin if you save, if you pause, and the cost if you let them go and replace them — side by side, in dollars.
The verdict
SAVE, PAUSE, or LET GO — with the retained-margin percentage and whether the margin-floor gate vetoed a save.
Who it's for
For anyone who handles a “please don't cancel me” conversation.
For you if
- You run a subscription, retainer, or membership and field cancellations.
- You approve save offers and want a consistent bar, not a vibe.
- You suspect some saves cost more than the customer is worth.
Not for you if
- You want to understand why customers churn — start with the Customer Churn Autopsy Kit.
- You want a full win-back campaign system — that's the CRM Win-Back System.
- You want guaranteed retention outcomes (no honest tool promises that).
Common questions
Straight answers before you buy.
The Autopsy Kit explains why customers leave — exit interviews, a churn classifier, win-back sequences. This is the decision you make in the moment one specific customer threatens to leave: do you spend money to save them? It does the math on a single save offer — save vs pause vs let go — and tells you whether keeping them is worth it. Diagnosis vs decision; they pair well.
The margin-floor gate. A save offer can look great on lifetime value and still be a bad save if the discount craters your margin. If the offer drops the retained customer's gross margin below the floor you set, the verdict can't be SAVE — it's capped to PAUSE or LET GO. The worked example shows it: a save that retains the most margin overall is still flipped to PAUSE because it would keep the customer at 30% margin against a 40% floor. Saving a customer into a loss isn't a save.
This customer's monthly revenue and gross margin, what the save offer costs you per month (the discount or credit value), how long you'd expect to keep them, the value and length of a pause or downgrade tier, what a replacement customer costs to acquire and how long it ramps, and your minimum acceptable margin. All your own numbers — there's no baked-in benchmark.
No. It's a decision tool that models the trade-off from the numbers you enter and returns a verdict you can act on or override. It keeps the math deliberately simple — no NPV discounting — so for a very long horizon, treat the figures as directional. The verdict is yours; the kit just makes the math honest and explicit.
Yes. Every figure is a transparent calculation from your inputs, and the same deterministic logic runs in the workbook and the on-page demo — same numbers, same verdict, every time. No AI, no randomness, nothing uploaded.
One polished .xlsx with three tabs — Start Here, Dashboard, and the Decision Tool — with a worked example, the full three-path math, and the margin-floor gate built in. Run it per customer in under a minute. Opens in Excel, Google Sheets, or Numbers. Yours to keep, with 12 months of updates.
Get the Kit
Decide with the math.
- Three retained-margin paths + the margin-floor gate.
- Run it per customer in under a minute.
- One .xlsx, yours to keep, 12 months of updates.
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