Find the aha moment.
Activation is the earliest action that predicts a customer will stick around. Get more people there, sooner.
How To Find It
1 · List candidate actions
First call, first voicemail, first app login, first routing rule.
2 · Compare groups
What did customers who stayed do early that leavers didn't?
3 · Set the threshold
The action, plus how many times, within how many days.
4 · Design onboarding for it
Remove every step that doesn't lead there.
Get them to value, fast.