A worked example
One retention problem,start to finish.
A B2B SaaS company watched customers from its newest cohort cancel before their first renewal, two quarters running. Here is what the four stages produced, in order.
A written walkthrough, not a live demo. The company is invented; the shape is what Stride produces and the figures are illustrative.
What went in
- Company
- B2B SaaS, 60 people, about 400 customers
- Question
- Why is the spring cohort cancelling before renewal, and what do we do?
- Evidence
- Renewal tracker, cancellation notes, onboarding checklist, support export
- Time to first diagnosis
- One session
01 Research & Analysis
What the evidence already said
Stride read the renewal tracker beside the cancellation notes. Most cancelling accounts had never finished the data import step, and the notes named it more often than price. Product usage data was missing, so "never activated" stayed labelled as inference rather than fact.
What it produced
A sourced diagnosis, every claim linked to a passage
Seven claims supported by documents. Two marked as inference. One named gap.
02 Recommendations
Three options, scored against their own criteria
The team set the criteria first: effect on first-renewal retention, cost in customer success hours, and how quickly they would know if it worked. Only then did they see the scores. Guided import beat the renewal discount everyone had assumed.
What it produced
A decision memo, with the reasoning attached
Guided import for new accounts, a renewal discount, or an onboarding hire.
03 Momentum
The decision became somebody's Monday
A 30/60/90 with an owner and a date on every line, a baseline and target for activation, and the assumption the plan depended on written down where the check-ins could find it.
What it produced
A roadmap with owners, dates and measures
Nine actions. Two named risks. Two measures agreed before the work started.
04 Outcomes
The weekly review kept it honest
Owners updated their actions in Momentum. Each week the leadership review opened on what was blocked, what was due, and whether activation had moved, then recorded whether to keep the plan or change it.
What it produced
A weekly review tied to the decision
Owners, deadlines, blockers, and a keep-or-change record each week.
Yours will not look like this one.
The shape is the same: your customers, your evidence, your decision. The first client engagement is free to work end to end.
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