From a2a210e594346d1d62f027084ced5a22618bab68 Mon Sep 17 00:00:00 2001 From: Zhongwei Li Date: Sat, 29 Nov 2025 18:30:11 +0800 Subject: [PATCH] Initial commit --- .claude-plugin/plugin.json | 25 ++++++++ README.md | 3 + agents/customer-insights-partner.md | 29 +++++++++ agents/retention-analyst.md | 27 +++++++++ agents/segmentation-architect.md | 28 +++++++++ commands/monitor-retention.md | 35 +++++++++++ commands/segment-customers.md | 35 +++++++++++ commands/synthesize-insights.md | 35 +++++++++++ plugin.lock.json | 81 ++++++++++++++++++++++++++ skills/activation-map/SKILL.md | 31 ++++++++++ skills/retention-dashboard/SKILL.md | 30 ++++++++++ skills/save-play-library/SKILL.md | 31 ++++++++++ skills/segmentation-framework/SKILL.md | 31 ++++++++++ 13 files changed, 421 insertions(+) create mode 100644 .claude-plugin/plugin.json create mode 100644 README.md create mode 100644 agents/customer-insights-partner.md create mode 100644 agents/retention-analyst.md create mode 100644 agents/segmentation-architect.md create mode 100644 commands/monitor-retention.md create mode 100644 commands/segment-customers.md create mode 100644 commands/synthesize-insights.md create mode 100644 plugin.lock.json create mode 100644 skills/activation-map/SKILL.md create mode 100644 skills/retention-dashboard/SKILL.md create mode 100644 skills/save-play-library/SKILL.md create mode 100644 skills/segmentation-framework/SKILL.md diff --git a/.claude-plugin/plugin.json b/.claude-plugin/plugin.json new file mode 100644 index 0000000..02e6a07 --- /dev/null +++ b/.claude-plugin/plugin.json @@ -0,0 +1,25 @@ +{ + "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" + ] +} \ No newline at end of file diff --git a/README.md b/README.md new file mode 100644 index 0000000..d116974 --- /dev/null +++ b/README.md @@ -0,0 +1,3 @@ +# customer-analytics + +Customer segmentation, retention analytics, and insight synthesis diff --git a/agents/customer-insights-partner.md b/agents/customer-insights-partner.md new file mode 100644 index 0000000..597a351 --- /dev/null +++ b/agents/customer-insights-partner.md @@ -0,0 +1,29 @@ +--- +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. + +--- diff --git a/agents/retention-analyst.md b/agents/retention-analyst.md new file mode 100644 index 0000000..1860483 --- /dev/null +++ b/agents/retention-analyst.md @@ -0,0 +1,27 @@ +--- +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. + +--- diff --git a/agents/segmentation-architect.md b/agents/segmentation-architect.md new file mode 100644 index 0000000..c6a2a6e --- /dev/null +++ b/agents/segmentation-architect.md @@ -0,0 +1,28 @@ +--- +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. + +--- diff --git a/commands/monitor-retention.md b/commands/monitor-retention.md new file mode 100644 index 0000000..1ec9ad5 --- /dev/null +++ b/commands/monitor-retention.md @@ -0,0 +1,35 @@ +--- +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. + +--- diff --git a/commands/segment-customers.md b/commands/segment-customers.md new file mode 100644 index 0000000..826baf2 --- /dev/null +++ b/commands/segment-customers.md @@ -0,0 +1,35 @@ +--- +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. + +--- diff --git a/commands/synthesize-insights.md b/commands/synthesize-insights.md new file mode 100644 index 0000000..c1da906 --- /dev/null +++ b/commands/synthesize-insights.md @@ -0,0 +1,35 @@ +--- +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 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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. + +--- diff --git a/skills/retention-dashboard/SKILL.md b/skills/retention-dashboard/SKILL.md new file mode 100644 index 0000000..961bdd2 --- /dev/null +++ b/skills/retention-dashboard/SKILL.md @@ -0,0 +1,30 @@ +--- +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. + +--- diff --git a/skills/save-play-library/SKILL.md b/skills/save-play-library/SKILL.md new file mode 100644 index 0000000..3f703b2 --- /dev/null +++ b/skills/save-play-library/SKILL.md @@ -0,0 +1,31 @@ +--- +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. + +--- diff --git a/skills/segmentation-framework/SKILL.md b/skills/segmentation-framework/SKILL.md new file mode 100644 index 0000000..544d41e --- /dev/null +++ b/skills/segmentation-framework/SKILL.md @@ -0,0 +1,31 @@ +--- +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. + +---