> For the complete documentation index, see [llms.txt](https://docs.peakcommerce.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.peakcommerce.com/product/customer-self-service/subscription-management/customer-retention-journey.md). # Customer Retention Journey ### Overview When customers access the portal to manage their subscriptions and initiate a cancellation, they can now encounter an enhanced experience. This entails being prompted with queries to gather insights into their cancellation motives, which are recorded in Salesforce. Additionally, customers may receive retention offers aimed at persuading them to retain their subscriptions. Despite these prompts, customers retain the option to proceed with the cancellation if desired. ### Transitioning to a Retention Journey Experience To transition from the conventional cancellation process to a retention-focused journey, adhere to the following steps: #### Retention Segment Creation Initiate the creation of a Retention Journey by navigating to * Subscribe > Segments > Add Journey Assign a name to the segment and designate it as a Retention type. Locate the segment in the list and access it by clicking Actions > View. #### Category Establishment Establish a category to accommodate the promotional product(s). #### Product Configuration Introduce new products into the system. For discount rate plans, ensure to select "Bundle" as the product type. This allows for the customization of Discount Percentage or Discount Fixed Amount, if necessary. Opt for a retention product template from the provided dropdown list. #### Distinct HTML Templates for Retention Products Note that retention product HTML differs from other product HTML and is not interchangeable. A default retention product HTML template is provided for customization. To create additional templates, proceed to: * Templates > All Templates > Add Template Specify a name for the template and select "Retention Offer" from the system templates dropdown list. Ensure to activate the template and mark it as "Retention Segments Only" for it to appear in the dropdown list for Product HTML on the segment product. #### Journey Steps Configuration Configure steps for the pages customers should navigate through if they opt against canceling. In the event of cancellation, the default cancellation process, devoid of additional steps, will be executed. At minimum, the journey necessitates a Category (product) step and a Confirmation & Details step. Optionally, Content steps can be included to incorporate questions or information before the customer finalizes their decision. #### Customer Information Gathering and Salesforce Integration Integrate Salesforce to gather customer insights by configuring a "Why are You Canceling?" step. This page prompts customers to specify their reasons for cancellation and presents a custom picklist of options sourced from Salesforce. The chosen response is then populated on the customer's account in Salesforce upon completion of this step, irrespective of their cancellation decision. #### Configuration In the journey configurations for Cancellation, two optional fields are available: Retention Answer Custom Field (Picklist Value) and Retention Answer Custom Field (Other Value). These fields enable the integration of custom Account-level fields from Salesforce. The former is designed for picklist-type fields, while the latter accommodates open-text type fields. ### Feature Activation Enable this feature for specific customer cohorts by navigating to: Users > Profiles > select the desired profile > Actions > Edit > Configurations Tab > Journey Choose a retention journey from the dropdown list. If no retention journey is designated, cancellations will proceed as usual. If both a retention journey and a cancellation journey are specified, the retention journey takes precedence, followed by the cancellation journey after the retention journey is utilized. ### Limitations A strict limit of one successful retention promotion checkout per customer account is enforced. Customers can access the retention journey multiple times across subscriptions, but once they opt for the promotional product and update their subscription, they will not encounter the retention journey again, only straightforward cancellations. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.peakcommerce.com/product/customer-self-service/subscription-management/customer-retention-journey.md?ask= ``` The question should be specific, self-contained, and written in natural language. 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