Role-Based Programme
RB1276

AI for Customer Retention & Renewals

Smarter Risk Detection, Renewal Planning & Customer Growth

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Duration
4 Hours
Level
Awareness
Delivery
Instructor-Led
Format
Awareness Session

Programme Objectives

  • Understand how AI can support Customer Retention and Renewals across risk identification, engagement analysis, renewal planning, and customer communication.
  • Explore practical AI applications for analysing customer health, usage, feedback, service history, and renewal signals.
  • Apply structured prompting techniques to create retention plans, renewal briefs, customer communications, and follow-up actions.
  • Use AI to improve productivity across account reviews, renewal preparation, risk tracking, stakeholder coordination, and reporting.
  • Recognise customer privacy, confidentiality, contractual sensitivity, data quality, bias, and human-review requirements when using AI for retention and renewals.

Tools covered

Generative AI AssistantsCustomer Health AnalysisRenewal Risk AnalysisCustomer Feedback AnalysisEngagement Trend AnalysisRenewal PlanningRetention CommunicationAccount Review SupportAI-Powered Reporting & Productivity Tools

Who should attend

  • Customer Retention Managers
  • Renewal Managers
  • Customer Success Managers
  • Customer Success Executives
  • Account Managers
  • Key Account Managers
  • Customer Relationship Managers
  • Customer Engagement Managers
  • Client Success Managers
  • Subscription Management Professionals
  • Customer Lifecycle Professionals
  • Customer Success Operations Professionals
  • Revenue Retention Professionals
  • Renewal Operations Professionals
  • Customer Retention & Renewals Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of customer success, account management, or customer retention
  • Familiarity with renewals, customer engagement, account reviews, or customer feedback is helpful
  • Basic analytical, communication, and relationship-management skills
  • No programming or technical AI knowledge required
  • No previous AI-tool experience required

TOC Modules

Concepts
  • Understanding Generative AI and its relevance to customer retention and renewal management
  • Exploring AI applications across customer health, risk analysis, engagement, renewals, and communication
  • Understanding the difference between AI assistance, customer-success platforms, predictive analytics, and relationship judgement
  • Recognising AI limitations, hallucinations, incomplete account context, and unsupported churn assumptions
Practical activities
  • Identifying high-value AI applications across a typical retention and renewal workflow
  • Comparing a traditional renewal-preparation activity with an AI-assisted approach

Scenarios

Customer Health to Retention Recovery Plan

Usage + Engagement + Support History → AI-Assisted Analysis → Risk Signals → Customer Concerns → Retention Actions → Stakeholder Plan → Recovery Strategy

Participants use AI to analyse sample customer information, identify potential retention risks, and prepare a structured recovery plan focused on engagement, value realization, and relationship improvement.

Renewal Account to Renewal Readiness Plan

Account History → Customer Outcomes → Renewal Risks → Value Evidence → Renewal Discussion → Follow-Up Actions → Renewal Readiness Summary

Participants use AI to prepare a sample account for renewal by consolidating customer outcomes, risks, engagement history, and value evidence into a concise renewal-readiness plan.

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