Role-Based Programme
RB1277

AI for Customer Retention & Renewals

Smarter Churn Prevention, Renewal Planning & Customer Growth

IMAGE REQUIRED
Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Understand how AI can support Customer Retention and Renewals across risk identification, engagement analysis, renewal preparation, and customer communication.
  • Apply AI to analyse customer health, usage, support history, feedback, relationship signals, and renewal indicators.
  • Use AI to improve retention plans, renewal-readiness reviews, customer communication, objection handling, and account follow-up.
  • Develop practical skills for churn-risk analysis, customer segmentation, renewal prioritisation, and evidence-based retention planning.
  • Understand responsible AI use, customer confidentiality, privacy, commercial sensitivity, data quality, and human oversight in retention and renewal decisions.

Tools covered

Generative AI AssistantsCustomer Health AnalysisChurn Risk AnalysisRenewal Readiness AssessmentCustomer Feedback AnalysisEngagement AnalysisRetention PlanningPersonalised CommunicationAccount Review SupportRenewal Reporting

Who should attend

  • Customer Retention Managers
  • Renewal Managers
  • Customer Success Managers
  • Customer Success Executives
  • Account Managers
  • Key Account Managers
  • Customer Relationship Managers
  • Customer Experience Managers
  • Client Success Managers
  • Retention Specialists
  • Renewal Specialists
  • Customer Operations Professionals
  • Customer Success Operations Professionals
  • Customer Service & Customer Success Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of customer success, account management, or customer-service processes
  • Familiarity with renewals, retention, customer engagement, or account reviews is helpful
  • Basic analytical, communication, and digital-tool skills
  • No programming or technical AI knowledge required
  • Prior AI-tool experience is helpful but not mandatory

TOC Modules

Concepts
  • Understanding Generative AI and its relevance to retention and renewal workflows
  • Exploring AI support across customer health, risk analysis, communication, and renewal preparation
  • Distinguishing AI assistance from CRM, customer-success, analytics, and renewal-management platforms
  • Understanding AI limitations, hallucinations, bias, and commercial decision risks
Practical activities
  • Identifying recurring retention and renewal activities suitable for AI assistance
  • Comparing traditional and AI-assisted renewal workflows
  • Mapping AI opportunities across the retention and renewal lifecycle

Scenarios

At-Risk Customer to Retention Recovery Plan

Customer Health → Risk Signals → Usage & Feedback Review → Root Issues → Retention Actions → Stakeholder Engagement → Recovery Milestones → Renewal Readiness

Participants use AI to analyse a sample at-risk customer account, identify evidence-based retention issues, and develop a structured recovery plan leading toward renewal readiness.

Renewal Portfolio to Priority Action Plan

Upcoming Renewals → Customer Segmentation → Health & Risk Review → Account Value → Priority Ranking → Renewal Actions → Owners & Timelines → Management Summary

Participants use AI to review a sample renewal portfolio, prioritise accounts using defined criteria, and create a structured action plan for customer-success and leadership review.

Related programmes

Continue with programmes from the same capability area.

Take the next step

Ready to make this programme work for your team?

Customise modules, duration and business scenarios for your team.

Instructor-ledVirtualHybrid

Designed around your roles, tools and real workflows.