Memvera

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Retention Engine ​

CRM & Marketing

What it does ​

Keeping a member is far cheaper than finding a new one — so Memvera treats retention as a full engine, not a single list. It predicts which members are drifting toward cancelling, prioritises who to save first by how much revenue is at stake, automates the lifecycle messages that keep members engaged, listens to how members feel, and measures the result — so you can prove how many members (and how much money) you saved.

Everything lives on one page — Retention — split into five tabs: Save list, Worklist, Playbook, Voice, and Impact.

Key concepts ​

  • Churn-risk score — every active member gets a nightly score from 0–100 and a band: Healthy → Watch → At-risk → Critical. It's transparent, not a black box: the score is built from real signals — how recently and often they visit, whether their membership is expiring without a renewal, failed payments or overdue dues, weak class/trainer ratings, open complaints, and their satisfaction (NPS) answer. Each member shows why they're at risk in plain words ("No visit in 21 days", "Expires in 5 days, no renewal") plus a recommended save action.
  • Revenue at risk — the total membership value tied to your at-risk and critical members. The number that makes retention a business priority, not a nice-to-have.
  • Save list — at-risk members ranked by risk × value, so the biggest, most-likely losses rise to the top. Each row shows the score, the reasons, the recommended action, the member's value, and one-tap actions (WhatsApp, or add a follow-up to the worklist).
  • Worklist — the retention to-do list: every member who needs a call or message, filterable (overdue / due today / upcoming, by type, by name) and paginated, most-urgent first.
  • Playbook — a one-tap automated lifecycle program. A curated set of "plays" — welcome a new member, celebrate their first visit, nudge them when they go quiet, remind them before expiry, recover a failed payment, win back a lapsed member — each running automatically, some with a coupon attached.
  • Voice (NPS) — the member pulse: "How likely are you to recommend us?" (0–10). It rolls up to your Net Promoter Score, and an unhappy answer (a detractor) both raises that member's churn risk and opens a service-recovery task.
  • Impact (ROI) — the proof: how many members you saved (they re-engaged after a follow-up), the revenue retained, your save-rate, and each rep's save performance.

Main tasks ​

Save the members most at risk ​

  1. Open Retention → Save list. The top of the list is where your money is — members ranked by risk × value.
  2. Read each member's reasons and recommended action (e.g. "Resolve payment", "Call about renewal").
  3. Act: WhatsApp them, or tap Save to drop a follow-up into the worklist with the recommended action pre-filled. Select several to queue them in bulk.

Work the worklist ​

  1. Open Retention → Worklist — your to-do list, most urgent first.
  2. Filter to Overdue or Due today, by task type, or by member name.
  3. Contact the member, then mark the task done.

Turn on the retention playbook ​

  1. Open Retention → Playbook.
  2. Switch on the plays you want — or tap Enable recommended program to turn on the whole set at once.
  3. From then on Memvera sends each message automatically at the right moment (welcome, we-miss-you, pre-expiry, failed-payment, win-back), with coupons where useful.

Listen with NPS (Voice) ​

  1. Members answer a quick 0–10 pulse in the app.
  2. Open Retention → Voice to see your NPS, the promoter / passive / detractor split, the trend, and recent comments.
  3. Detractors are handled for you — they're flagged as higher-risk and a service-recovery task is opened automatically.

Prove the impact ​

  1. Open Retention → Impact and choose a period (30 / 90 / 365 days).
  2. See members saved, revenue retained, and your save-rate, plus current health (at-risk now, NPS, cancellations).
  3. Review per-rep save performance to coach the team.

Tips ​

TIP

The churn score is explainable — every at-risk member shows exactly why, so staff trust it and know what to do, instead of chasing a mystery number.

INFO

Saving is prioritised by risk × value — two members equally likely to leave aren't equal if one is worth three times the other. The Save list puts the money first.

INFO

Satisfaction feeds risk automatically: a low class rating, an open complaint, or an NPS-detractor answer all lift a member's churn score — and a detractor also lands on the worklist for a service-recovery call.

INFO

Prefer automation over manual calls? The Playbook handles the routine outreach (welcome, inactivity, renewal, win-back) on its own, so the team can focus the Save list on the high-value members worth a personal touch.

Related modules

Marketing Automation · Promotions & Coupons · Member Management · Notifications · Loyalty & Rewards