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Plus Retention Journey - final

Sahar BIISahar BII

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Use cases

Customer journeyCustomer journey

About

The Plus Retention Journey mind map is a comprehensive customer lifecycle framework designed for subscription-based services to maximize user lifetime value. This 69-node template outlines a multi-stage communication strategy spanning from the initial 'Subscription' phase to post-expiration recovery. It provides a structured timeline for automated touchpoints, including specific triggers for 'Onboarding' emails, segment-specific messaging for 'Cashback' and 'Amazing' deals, and critical 'Expiration Notification' sequences. By mapping out interactions at intervals such as 'After 3 days' and 'After 5 days', businesses can ensure consistent engagement. This Plus Retention Journey template serves as a professional cheat sheet for CRM managers to visualize the flow of SMS and App push notifications based on user behavior and NPS segments.

customer retentionloyalty strategies
Terms and Conditions

When to use this template

CRM Managers and Growth Marketers

Designing an automated CRM email and push notification workflow for a new subscription service

Customer Experience (CX) Leads

Auditing existing customer touchpoints to identify gaps in the post-purchase experience

Product Marketing Managers

Mapping out a promotional calendar for 'Campaigns' and 'Amazing' deals to boost feature adoption

How to use this template

Step 1

Import and Review Structure

Open the .xmind file in Xmind to view the chronological retention flow from subscription to expiration.

Step 2

Customize Segment Triggers

Modify the 'Used' and 'Not Used' sub-nodes to reflect the specific behavioral triggers relevant to your platform.

Step 3

Define Channel Strategy

Update the 'SMS & App push' nodes with your actual copy and links to finalize the communication plan.

Frequently asked questions

The primary goal is to provide a visual roadmap for maintaining subscriber engagement. It helps teams schedule automated communications at strategic intervals—such as 3, 4, and 5 days post-action—to ensure users are aware of benefits like cashback, free shipment, and special promotions.

The template uses specific nodes like 'Segment - Return & CS' and 'Segment - Free Shipment & Jet' to categorize users based on their feature usage. This allows marketers to send targeted reminders to those who have 'Not Used' specific perks, increasing the relevance of the retention efforts.

Yes, all nodes including the 'After 3 days' and 'After 5 days' labels are fully editable. You can adjust the cadence to match your specific product's churn patterns or extend the journey to cover a longer subscription period.

Yes, the journey includes an 'Expiration Notification' sequence that continues 'After 5 Days' post-expiration. It specifically suggests using 'Just SMS for detractors' to re-engage users who may have had a negative experience or let their subscription lapse.

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