# Churn Reduction Playbook — Implementation Workbook Version: 1.0 Published: 2026-07-27 Last updated: 2026-07-27 Owner: Rusaka Research Review frequency: Every 6 months ## Decision statement What decision must this workbook support? ________________________________________________________________________________ ## Scope and exclusions In scope: ________________________________________________________________________________ Out of scope: ________________________________________________________________________________ ## Baseline evidence register | Evidence item | Source | Date | Owner | Verified by | Status | |---|---|---|---|---|---| | | | | | | | | | | | | | | | | | | | | | ## Assumption register | Assumption | Rationale | Decision affected | Downside case | Test | Owner | Review date | |---|---|---|---|---|---|---| | | | | | | | | | | | | | | | | ## Options and decision criteria | Option | Outcome | Feasibility | Cost | Time | Risk | Reversibility | Recommendation | |---|---:|---:|---:|---:|---:|---:|---| | | | | | | | | | | | | | | | | | | ## Implementation plan | Phase | Entry evidence | Actions | Owner | Control | Exit evidence | Due date | |---|---|---|---|---|---|---| | 1. Pilot — Churn Reduction Playbook | | During pilot, use Churn Reduction Playbook to coordinate owners, controls, artefacts, and measures through delivery. Start with dated financial statements, operating metrics, contractual terms, and a reconciled assumption register. Name the accountable owner, the evidence reviewer, the decision deadline, and the output that proves this stage is complete. Record exclusions and unresolved questions rather than allowing them to disappear into narrative. The stage closes only when its evidence can be reproduced by someone who did not prepare it. | | | Required output: a phase plan with entry criteria, outputs, owners, and exit evidence. | | | 2. Scale — Churn Reduction Playbook | | During scale, use Churn Reduction Playbook to coordinate owners, controls, artefacts, and measures through delivery. Start with dated financial statements, operating metrics, contractual terms, and a reconciled assumption register. Name the accountable owner, the evidence reviewer, the decision deadline, and the output that proves this stage is complete. Record exclusions and unresolved questions rather than allowing them to disappear into narrative. The stage closes only when its evidence can be reproduced by someone who did not prepare it. | | | Required output: a phase plan with entry criteria, outputs, owners, and exit evidence. | | | 3. Operations — Churn Reduction Playbook | | During operations, use Churn Reduction Playbook to coordinate owners, controls, artefacts, and measures through delivery. Start with dated financial statements, operating metrics, contractual terms, and a reconciled assumption register. Name the accountable owner, the evidence reviewer, the decision deadline, and the output that proves this stage is complete. Record exclusions and unresolved questions rather than allowing them to disappear into narrative. The stage closes only when its evidence can be reproduced by someone who did not prepare it. | | | Required output: a phase plan with entry criteria, outputs, owners, and exit evidence. | | | 4. Discovery — Churn Reduction Playbook | | During discovery, use Churn Reduction Playbook to coordinate owners, controls, artefacts, and measures through delivery. Start with dated financial statements, operating metrics, contractual terms, and a reconciled assumption register. Name the accountable owner, the evidence reviewer, the decision deadline, and the output that proves this stage is complete. Record exclusions and unresolved questions rather than allowing them to disappear into narrative. The stage closes only when its evidence can be reproduced by someone who did not prepare it. | | | Required output: a phase plan with entry criteria, outputs, owners, and exit evidence. | | | 5. Design — Churn Reduction Playbook | | During design, use Churn Reduction Playbook to coordinate owners, controls, artefacts, and measures through delivery. Start with dated financial statements, operating metrics, contractual terms, and a reconciled assumption register. Name the accountable owner, the evidence reviewer, the decision deadline, and the output that proves this stage is complete. Record exclusions and unresolved questions rather than allowing them to disappear into narrative. The stage closes only when its evidence can be reproduced by someone who did not prepare it. | | | Required output: a phase plan with entry criteria, outputs, owners, and exit evidence. | | ## Measures and thresholds | Measure | Definition | Source | Baseline | Target | Threshold | Owner | Frequency | |---|---|---|---:|---:|---:|---|---| | | | | | | | | | | | | | | | | | | ## Risk and control register | Risk | Cause | Impact | Preventive control | Detective control | Owner | Residual risk | |---|---|---|---|---|---|---| | | | | | | | | | | | | | | | | ## Review checklist - [ ] 1. Capability and resourcing: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 2. Scale readiness: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 3. Review and renewal: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 4. Decision boundary: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 5. Stakeholder map: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 6. Current-state baseline: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 7. Evidence design: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 8. Operating model: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 9. Architecture and integration: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 10. Risk and compliance: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 11. Economics and value: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 12. Delivery sequencing: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 13. Vendor and partner assessment: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 14. Measurement system: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. ## Approval record | Role | Name | Decision | Conditions | Date | |---|---|---|---|---| | Accountable owner | | | | | | Subject-matter reviewer | | | | | | Risk or control reviewer | | | | | ## Authoritative references - https://www.ifrs.org/issued-standards/list-of-standards/ifrs-15-revenue-from-contracts-with-customers/ — Authoritative reference 1 for the evidence and standards relevant to SaaS Business Models and Metrics. Confirm the current version and applicability before relying on it. - https://www.sec.gov/edgar/search/ — Authoritative reference 2 for the evidence and standards relevant to SaaS Business Models and Metrics. Confirm the current version and applicability before relying on it. - https://pages.stern.nyu.edu/~adamodar/ — Authoritative reference 3 for the evidence and standards relevant to SaaS Business Models and Metrics. Confirm the current version and applicability before relying on it. ## Related Rusaka resources - https://www.rusaka.com/resources/playbooks - https://www.rusaka.com/resources/templates/saas-financial-model - https://www.rusaka.com/resources/datasets/saas-benchmark-dataset - https://www.rusaka.com/resources/playbooks/cost-optimisation-playbook - https://www.rusaka.com/resources/playbooks/api-testing-playbook - https://www.rusaka.com/resources/calculators/arr-calculator - https://www.rusaka.com/resources/guides/saas-metrics-guide ## Important limitation This educational workbook does not replace legal, investment, tax, accounting, security, clinical, regulatory, or other qualified professional advice. Confirm current requirements and obtain formal organisational approval where applicable.