lifecycle-crm-plan

Lifecycle / CRM Plan Skill

Lifecycle marketing is the difference between a product people sign up for and one they actually use.

This skill maps the customer lifecycle to triggered journeys — each with a clear job — so messaging is

behaviour-driven and purposeful, not a batch-and-blast newsletter that trains people to ignore you.

Required Inputs

Ask for these only if they aren't already provided:

• Product & lifecycle stages — what the journey from signup → active → loyal → churned looks like.
• The key moments — activation milestone, the "aha", upgrade triggers, and churn signals.
• Channels available — email, push, in-app, SMS — and any consent/deliverability constraints.
• Goal — the lifecycle metric to move (activation %, D30 retention, expansion, winback rate).

Output Format

Lifecycle / CRM Plan: [product]

1. Lifecycle map — the stages and the one behaviour you want at each (signup → activate → habit → expand → renew; with winback for lapsed).

2. Journey table — the core deliverable:

| Journey | Trigger (behaviour, not date) | Audience/segment | Message & goal | Channel | Timing | Success metric | Exit/suppression |

|---|---|---|---|---|---|---|---|

| Onboarding | signed up, not activated | new, no key action | get to first value | email + in-app | t+0, t+1d, t+3d | activation % | activated → exit |

| Winback | inactive 30d | was active | reason to return | email | t+30, t+37 | reactivation % | returned → exit |

3. Segmentation — the few segments that change the message (by behaviour/value, not vanity demographics).

4. Timing & frequency — cadence rules and a global frequency cap / suppression so journeys don't collide or fatigue.

5. Measurement — per-journey metric, holdout group to prove incrementality, and the deliverability guardrails (bounce/spam/unsub watch).

Quality Checks

• [ ] Journeys are behaviour-triggered, not date-batched
• [ ] Every journey has an explicit goal, success metric, and exit condition
• [ ] A global frequency cap / suppression prevents message collisions and fatigue
• [ ] A holdout group is used to measure incrementality, not just open/click rates
• [ ] Segmentation is based on behaviour/value, not vanity attributes

Anti-Patterns

• [ ] Do not batch-and-blast — untriggered, irrelevant sends train users to ignore and unsubscribe
• [ ] Do not measure success by opens/clicks alone — tie journeys to the lifecycle outcome (activation, retention, revenue) with a holdout
• [ ] Do not forget exit conditions — a user who already activated should not keep getting "activate now" emails
• [ ] Do not ignore frequency capping — overlapping journeys are how you fatigue and burn a list
• [ ] Do not skip deliverability guardrails — a great journey in the spam folder reaches no one

Based On

Lifecycle marketing / behavioural CRM practice — trigger-based journeys, segmentation, and incrementality testing with holdouts.