Role-Based Programme
RB1278

AI for Customer Retention & Renewals

Churn Intelligence, Renewal Strategy & Customer Value Growth

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Duration
16 Hours
Level
Intermediate
Delivery
Instructor-Led
Format
Capability Training

Programme Objectives

  • Develop practical AI capabilities for customer retention, renewal planning, churn-risk identification, and relationship strengthening.
  • Apply AI to analyse customer health, product usage, support history, engagement patterns, feedback, commercial signals, and renewal readiness.
  • Use AI to improve renewal preparation, customer communication, recovery planning, value articulation, and account prioritisation.
  • Strengthen retention decisions through structured risk analysis, customer segmentation, renewal forecasting, and performance insights.
  • Apply responsible AI practices related to customer confidentiality, commercial sensitivity, privacy, data quality, and human judgement.

Tools covered

Generative AI AssistantsAI Search & ResearchCustomer Health AnalysisChurn Risk AnalysisRenewal IntelligenceCustomer Feedback AnalysisProduct Usage AnalysisAccount IntelligenceCRM Workflow ConceptsCustomer Communication SupportRetention AnalyticsExecutive Summarisation

Who should attend

  • Customer Retention Managers
  • Renewal Managers
  • Renewal Specialists
  • Customer Success Managers
  • Customer Relationship Managers
  • Account Managers
  • Customer Experience Managers
  • Customer Lifecycle Professionals
  • Customer Loyalty Professionals
  • Customer Success Operations Professionals
  • Retention Analysts
  • Commercial Renewal Professionals
  • Customer Engagement Managers
  • Customer Success Team Leaders
  • Customer Service & Success Leaders

Prerequisites & Participant Readiness

  • Experience in customer success, retention, renewals, account management, customer service, or relationship management
  • Familiarity with customer health, CRM systems, renewal cycles, customer feedback, and account performance
  • Basic familiarity with Generative AI tools is recommended
  • Ability to interpret customer, product usage, service, and commercial information
  • No programming knowledge required

TOC Modules

Concepts
  • Understanding Generative AI, reasoning models, multimodal AI, and AI assistants
  • Exploring AI applications across retention, renewals, customer health, and account risk
  • Understanding how AI differs from CRM, customer-success, analytics, and automation platforms
  • Recognising hallucinations, weak assumptions, and AI limitations in customer decisions
Practical activities
  • Mapping the retention and renewal lifecycle to practical AI applications
  • Identifying high-value versus high-risk AI use cases
  • Comparing traditional and AI-assisted retention workflows

Scenarios

At-Risk Customer to Renewal Recovery Plan

Customer Health → Churn Signals → Usage & Support Analysis → Root-Cause Hypotheses → Value Gaps → Retention Actions → Renewal Conversation → Recovery Plan

Participants use AI to analyse a simulated at-risk customer, identify the strongest churn indicators, develop recovery actions, and prepare a structured renewal plan.

Renewal Portfolio to Retention Growth Strategy

Renewal Pipeline → Customer Segmentation → Risk Prioritisation → Value Analysis → Forecast Scenarios → Retention Campaigns → Renewal Actions → Portfolio Strategy

Participants use AI to analyse a simulated renewal portfolio, identify high-risk and high-value customer groups, create retention interventions, and develop a structured renewal strategy for improved customer and revenue retention.

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