A customer retention decision tree is a guided workflow that helps teams identify, engage, and retain customers at risk of leaving. Rather than relying on manual reviews or generic offers, agents follow a structured process based on customer behavior, feedback, account history, and risk signals. This approach helps teams act quickly, offer tailored solutions, and improve long-term loyalty.

Support, customer success, account management, and even billing teams can use this template to improve retention. It’s especially useful for companies with subscription-based models, high customer lifetime value, or usage-based pricing - where a single saved account can mean significant recurring revenue.

Yes. You can fully customize every step using PixieBrix’s drag-and-drop builder - no code required. Add your own conditions based on CRM data, usage metrics, customer type, or contract terms. You can even trigger Slack alerts, CRM updates, or offer codes right from the workflow.

The PixieBrix decision tree lives right inside your browser - so your team can use it within tools like Salesforce, HubSpot, Intercom, or Gmail. No need to switch tabs or reference docs. It appears next to customer records, tickets, or emails, allowing agents to act in the moment with confidence and context.

✅ Works Inside the Browser

PixieBrix integrates directly into the tools your team already uses. The decision tree overlays your CRM, support platform, or internal tools - so agents can act immediately without switching between apps.

🧠 Intelligence at the Right Moment

Surface relevant information and recommendations in real time. Agents get helpful prompts based on customer type, usage data, and support history - making retention outreach more targeted and effective.

✏️ Simple to Build and Update

Use a visual editor to create and adjust decision flows. No need to wait on development resources. Add logic for contract terms, feedback scores, or escalation thresholds with just a few clicks.

🔄 Trigger Follow-Up Steps

Decision trees can take action automatically:

• Update account status in your CRM
• Send a personalized email or offer
• Notify a customer success manager
• Log a risk review task

🚀 Empower Retention Teams

Give agents and success managers a clear path for saving accounts. Remove uncertainty with guided messaging, resolution paths, and escalation options - all in one place.

📊 Measure What Matters

Track which decision paths lead to saved customers. Use this data to improve your retention strategy and spot patterns in churn risk.

🤖 Enable Proactive Outreach

Pair decision trees with automation to reach out before customers consider leaving. Use triggers based on product usage, billing events, or survey feedback.

📈 Built for Teams of Any Size

PixieBrix makes it easy to scale retention efforts across support, success, and account teams - without building custom tools or managing multiple workflows.

1. Define Retention Triggers
   Identify behaviors or signals that suggest a customer may be at risk - such as low usage, recent complaints, late payments, or NPS drops.
2. Segment by Customer Type
   Create logic for different groups - enterprise clients, new users, or long-term accounts may each require a unique approach.
3. Outline Resolution Paths
   Map out recommended actions for each scenario, such as offering support, providing education, or involving an account manager.
4. Embed Helpful Tools and Actions
   Include links to renewal policies, support documentation, or discount codes directly inside the workflow.
5. Test with Real Scenarios
   Walk through the tree using recent examples to ensure the logic holds up and the messaging feels right.
6. Launch and Train the Team
   Share the tool with your team and provide guidance on how and when to use it during customer interactions.
7. Improve Over Time
   Review retention outcomes and make updates based on agent feedback, customer data, and performance metrics.