Protect — Churn defence overview
What is Protect?
Protect is your daily churn defence command centre. It surfaces every customer whose churn score has entered the Watch, At-Risk, or Critical band, sorted by urgency, and gives you one-click actions to export, flag, or win-back each one.
Reading the Protect screen
The screen opens on All at-risk customers by default — everyone scoring above 30. Use the band tabs to filter:
- Critical (81–100) — Most urgent. Revenue at highest risk. Act today.
- At-Risk (61–80) — Important. Retention offer recommended within 48 hours.
- Watch (31–60) — Early warning. Light nurture sequence recommended.
The customer list columns
| Column | What it shows |
|---|---|
| Name / email | Customer identity — click to open Customer 360 profile |
| Churn score | Current score, with colour coding by band |
| Score change | How much the score has moved in the last 7 days |
| Days since order | Time since their last purchase vs. their personal average |
| Predicted CLV | Revenue at risk if this customer churns |
| Win-back window | Whether their optimal win-back window is currently open |
Per-row actions
- Export to Klaviyo — Push this customer directly to your connected Klaviyo list
- Mark as actioned — Hide from the list once you've taken action (prevents duplicate outreach)
- View profile — Open the full Customer 360 view
Revenue at risk
The right sidebar shows total revenue at risk — the sum of predicted CLV for all customers currently in the Critical and At-Risk bands. This is the business case for your retention programme.
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