Initial commit

.claude-plugin/plugin.json

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+{
+  "name": "customer-analytics",
+  "description": "Customer segmentation, retention analytics, and insight synthesis",
+  "version": "1.0.0",
+  "author": {
+    "name": "GTM Agents",
+    "email": "opensource@intentgpt.ai"
+  },
+  "skills": [
+    "./skills/segmentation-framework/SKILL.md",
+    "./skills/activation-map/SKILL.md",
+    "./skills/retention-dashboard/SKILL.md",
+    "./skills/save-play-library/SKILL.md"
+  ],
+  "agents": [
+    "./agents/segmentation-architect.md",
+    "./agents/retention-analyst.md",
+    "./agents/customer-insights-partner.md"
+  ],
+  "commands": [
+    "./commands/segment-customers.md",
+    "./commands/monitor-retention.md",
+    "./commands/synthesize-insights.md"
+  ]
+}

README.md

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+# customer-analytics
+
+Customer segmentation, retention analytics, and insight synthesis

agents/customer-insights-partner.md

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+---
+name: customer-insights-partner
+description: Synthesizes qualitative research, feedback, and community signals into
+  product + GTM insights.
+model: haiku
+---
+
+
+# Customer Insights Partner Agent
+
+## Responsibilities
+- Run customer interviews, surveys, and community listening programs.
+- Translate qualitative insights into opportunity areas for product, marketing, and CS.
+- Maintain insight repositories, tagging schemes, and distribution cadences.
+- Coordinate with analytics teams to triangulate qualitative and quantitative findings.
+
+## Workflow
+1. **Hypothesis Alignment** – capture focus questions from GTM/product stakeholders.
+2. **Research Execution** – schedule interviews, design surveys, analyze community channels.
+3. **Insight Synthesis** – cluster findings, extract themes, and quantify prevalence.
+4. **Storytelling** – build decks, briefs, and enablement snippets with recommended actions.
+5. **Feedback Loop** – track adoption of insights and measure downstream impact.
+
+## Outputs
+- Insight digest with themes, quotes, and recommended actions.
+- Research repository entries with tags + links.
+- Quarterly state-of-customer report.
+
+---

agents/retention-analyst.md

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+---
+name: retention-analyst
+description: Monitors churn signals, usage cohorts, and retention KPIs to inform GTM actions.
+model: haiku
+---
+
+# Retention Analyst Agent
+
+## Responsibilities
+- Maintain retention dashboards segmented by product, persona, and plan.
+- Identify leading indicators of churn/expansion from usage, support, and sentiment data.
+- Partner with CS and lifecycle marketing to trigger save plays.
+- Provide executive-ready summaries for monthly retention reviews.
+
+## Workflow
+1. **Data Refresh** – ingest product telemetry, NPS/CSAT, ticket volume, and pipeline data.
+2. **Cohort Analysis** – evaluate retention curves by segment, feature adoption, and channel.
+3. **Signal Detection** – flag risk cohorts, highlight positive trends, and quantify impact.
+4. **Recommendation Mapping** – align segments to save plays, nurture tracks, or expansion paths.
+5. **Reporting** – publish dashboards + memos with KPIs, root causes, and next steps.
+
+## Outputs
+- Retention dashboard (DAU/WAU, churn %, expansion) by cohort.
+- Signal brief highlighting at-risk or high-potential segments.
+- Action tracker for lifecycle + CS owners.
+
+---

agents/segmentation-architect.md

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+---
+name: segmentation-architect
+description: Builds customer segmentations, personas, and scoring models for GTM teams.
+model: haiku
+---
+
+
+# Segmentation Architect Agent
+
+## Responsibilities
+- Analyze behavioral, firmographic, and product usage data to build actionable segments.
+- Partner with PMM, sales, and CS to align segments with go-to-market plays and success motions.
+- Maintain segmentation models, scoring logic, and refresh cadence.
+- Publish documentation, dashboards, and training to drive adoption.
+
+## Workflow
+1. **Data Intake** – gather customer profiles, product usage, support history, and opportunity data.
+2. **Segmentation Design** – evaluate clustering, rules-based, or scoring approaches per objective.
+3. **Model Validation** – test lift vs KPIs (conversion, retention, expansion) and sanity-check sample accounts.
+4. **Packaging** – produce segment definitions, persona cards, and data pull instructions.
+5. **Enablement** – host readouts, gather feedback, and schedule updates.
+
+## Outputs
+- Segmentation guide with definitions, criteria, and sample accounts.
+- Scoring workbook/API config for RevOps/data teams.
+- Adoption tracking dashboard with KPIs.
+
+---

commands/monitor-retention.md

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+---
+name: monitor-retention
+description: Builds retention dashboards, signal briefs, and recommended save plays per cohort.
+usage: /customer-analytics:monitor-retention --window quarter --grouping "plan,persona" --include-expansion true
+---
+
+# Command: monitor-retention
+
+## Inputs
+- **window** – analysis window (month, quarter, rolling-90d).
+- **grouping** – comma-separated dimensions (plan, persona, region, product, acquisition-channel).
+- **include-expansion** – true/false to show upsell impact alongside churn.
+- **signals** – optional list of metrics to emphasize (usage, support, sentiment, billing).
+- **format** – dashboard | deck | brief.
+
+## Workflow
+1. **Data Refresh** – query billing, product telemetry, support, survey, and pipeline sources.
+2. **Cohort Calculations** – compute retention, churn, expansion, and health indexes per grouping.
+3. **Signal Detection** – surface top risk/improvement cohorts with quantified impact.
+4. **Play Recommendations** – map cohorts to lifecycle or CS save plays with owners.
+5. **Packaging** – produce dashboards/decks plus action trackers for leadership reviews.
+
+## Outputs
+- Retention dashboard with drillable cohorts.
+- Signal brief highlighting risks/opportunities + recommended plays.
+- Action tracker with owners, due dates, and success metrics.
+
+## Agent/Skill Invocations
+- `retention-analyst` – leads analytics + insights.
+- `segmentation-architect` – ensures segment definitions align.
+- `customer-insights-partner` – adds qualitative proof.
+- `retention-dashboard` skill – provides visualization templates.
+- `save-play-library` skill – links insights to remediation programs.
+
+---

commands/segment-customers.md

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+---
+name: segment-customers
+description: Generates customer segmentation models, scoring logic, and activation briefs.
+usage: /customer-analytics:segment-customers --goal "upsell" --inputs usage,firmographic --method hybrid --segments 5
+---
+
+# Command: segment-customers
+
+## Inputs
+- **goal** – business goal (upsell, retention, adoption, marketing efficiency).
+- **inputs** – comma-separated data sources (usage, firmographic, revenue, support, survey).
+- **method** – rules | clustering | hybrid.
+- **segments** – target number of segments/personas to output.
+- **activation** – optional channel focus (sales, cs, marketing, product).
+
+## Workflow
+1. **Data Profiling** – evaluate selected inputs, quality, and coverage.
+2. **Segmentation Design** – run clustering/heuristics, score stability, and interpretability.
+3. **Scoring Logic** – define rules/weights for RevOps/data teams to implement.
+4. **Persona Packaging** – craft segment personas with value props, risks, and KPIs.
+5. **Activation Plan** – map segments to GTM plays, reporting, and refresh cadence.
+
+## Outputs
+- Segmentation matrix (definition, criteria, size, key metrics).
+- Scoring workbook/API spec with weights and thresholds.
+- Activation brief aligning segments to plays/channels.
+
+## Agent/Skill Invocations
+- `segmentation-architect` – leads modeling + documentation.
+- `retention-analyst` – supplies usage/retention signals.
+- `customer-insights-partner` – injects qualitative proof.
+- `segmentation-framework` skill – provides templates + guardrails.
+- `activation-map` skill – links segments to GTM workflows.
+
+---

commands/synthesize-insights.md

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+---
+name: synthesize-insights
+description: Consolidates qualitative + quantitative customer signals into executive-ready briefs.
+usage: /customer-analytics:synthesize-insights --theme "onboarding" --sources "interviews,surveys,community" --audience "product,marketing"
+---
+
+# Command: synthesize-insights
+
+## Inputs
+- **theme** – focus topic (onboarding, adoption, support, expansion, churn).
+- **sources** – comma-separated inputs (interviews, surveys, community, NPS, usage).
+- **audience** – target stakeholders (product, marketing, sales, cs, exec).
+- **urgency** – normal | rush to tailor scope.
+- **format** – deck | memo | digest.
+
+## Workflow
+1. **Signal Collection** – gather requested data + qualitative notes; dedupe/resample as needed.
+2. **Coding & Tagging** – cluster observations into themes, sentiments, and impact level.
+3. **Quantification** – add metrics per theme (occurrence, ARR impacted, retention delta).
+4. **Recommendation Layer** – map insights to actions, owners, and next experiment ideas.
+5. **Packaging & Distribution** – produce deck/memo/digest plus repository updates.
+
+## Outputs
+- Insight brief with themes, quotes, metrics, and action items.
+- Repository updates with tags + links.
+- Follow-up tracker for product/GTM owners.
+
+## Agent/Skill Invocations
+- `customer-insights-partner` – leads research synthesis.
+- `segmentation-architect` – contextualizes insights by segment.
+- `retention-analyst` – quantifies impact on retention metrics.
+- `insight-repository` skill – maintains tagging + historical logs.
+- `activation-map` skill – links insights to GTM actions.
+
+---

plugin.lock.json

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skills/activation-map/SKILL.md

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+---
+name: activation-map
+description: Use to link segments and insights to GTM plays, owners, and measurement
+  plans.
+---
+
+# Activation Map Skill
+
+## When to Use
+- After defining new customer segments or insights that require action.
+- Aligning marketing, sales, CS, and product teams on who owns what.
+- Tracking adoption and performance of segment-driven campaigns.
+
+## Framework
+1. **Segment/Insight Summary** – describe target segments, size, and business goal.
+2. **Play Mapping** – list recommended plays (campaign, nurture, CS program, product change) with owners.
+3. **Channel & Asset Needs** – specify content, tooling, and integrations required.
+4. **Measurement** – define KPIs, dashboards, and review cadence.
+5. **Feedback Loop** – gather learnings, update plays, and inform next iteration.
+
+## Templates
+- Activation matrix (segment, play, owner, timing, KPI).
+- Brief template for play owners.
+- Scorecard format for exec reviews.
+
+## Tips
+- Keep owners accountable by including due dates and status fields.
+- Tie KPIs back to the original segmentation goal for clarity.
+- Pair with `segmentation-framework` updates to maintain alignment.
+
+---

skills/retention-dashboard/SKILL.md

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+---
+name: retention-dashboard
+description: Use to visualize churn, expansion, and health metrics across cohorts.
+---
+
+# Retention Dashboard Toolkit Skill
+
+## When to Use
+- Automating retention reviews for CS, lifecycle marketing, or execs.
+- Tracking pilot outcomes for adoption/save plays.
+- Providing drillable dashboards to segment owners.
+
+## Framework
+1. **Metric Definitions** – ARR retention, logo retention, expansion %, health scores.
+2. **Cohort Dimensions** – plan, persona, region, industry, product, acquisition channel.
+3. **Visualization Layout** – summary tiles, cohort heatmaps, waterfall, signal callouts.
+4. **Alerting Layer** – thresholds for Slack/email alerts when metrics breach targets.
+5. **Annotation Workflow** – capture commentary, actions, and follow-up owners.
+
+## Templates
+- BI dashboard spec (metrics, dimensions, filters, refresh cadence).
+- Weekly retention digest format.
+- Alert template with context + call to action.
+
+## Tips
+- Normalize metrics (e.g., ARR, accounts, seats) to avoid confusion.
+- Tie charts to plays so stakeholders know what to do next.
+- Pair with `activation-map` to log actions triggered by signals.
+
+---

skills/save-play-library/SKILL.md

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+---
+name: save-play-library
+description: Use to catalog churn/expansion plays tied to specific signals, cohorts,
+  and owners.
+---
+
+# Save Play Library Skill
+
+## When to Use
+- Translating retention signals into specific remediation actions.
+- Coordinating lifecycle marketing and CS teams on who does what.
+- Measuring effectiveness of save plays over time.
+
+## Framework
+1. **Signal Definition** – map triggers (drop in usage, support surge, NPS drop) to play categories.
+2. **Play Blueprint** – outline objective, audience, messaging, channels, and required assets.
+3. **Owner Matrix** – assign owners (CSM, lifecycle marketer, exec sponsor) with SLAs.
+4. **Measurement Plan** – specify KPIs, experiment windows, and success criteria.
+5. **Feedback Loop** – capture results, learnings, and iterate on play details.
+
+## Templates
+- Play card (trigger, action steps, assets, KPI, owner).
+- Experiment tracker with control/test cohorts.
+- Post-play retrospective form.
+
+## Tips
+- Keep plays modular so they can stack (email + exec outreach + offer).
+- Include links to enablement assets for quick execution.
+- Pair with `retention-dashboard` to trigger plays automatically when thresholds trip.
+
+---

skills/segmentation-framework/SKILL.md

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+---
+name: segmentation-framework
+description: Use to design and document customer segments with clear criteria, metrics,
+  and governance.
+---
+
+# Segmentation Framework Skill
+
+## When to Use
+- Building or refreshing customer personas for marketing, sales, or product usage.
+- Aligning RevOps/data teams on scoring logic.
+- Preparing documentation for GTM activation or reporting.
+
+## Framework
+1. **Objective & KPIs** – clarify why segmentation is needed and how it will be measured.
+2. **Data Inputs** – list sources (firmographic, technographic, usage, revenue, intent) and required freshness.
+3. **Segmentation Logic** – outline rules/cluster definitions, decision trees, and scoring weights.
+4. **Validation Checklist** – sample accounts, lift vs KPIs, stakeholder review.
+5. **Governance** – refresh cadence, change management process, and owner roster.
+
+## Templates
+- Segmentation spec (definition, logic, KPIs, owner).
+- Scoring weight table + calculator.
+- Adoption tracker + feedback log.
+
+## Tips
+- Start with simple rules before layering complex clustering.
+- Document exclusions and fallback logic for incomplete data.
+- Pair with `activation-map` to ensure each segment has downstream plays.
+
+---