The Business Context
Acme SaaS Corp
Acme SaaS Corp runs a B2B project management platform. Key numbers:
| Metric | Value |
|---|---|
| Customers | 5,000 |
| MRR | $2.5M |
| Monthly churn | 8% (400 customers/month) |
| Revenue at risk | $200K/month |
| Customer segments | Startup, Mid-Market, Enterprise |
The 8% churn rate is unsustainable. Each lost customer costs roughly $500/month in MRR, and acquiring a replacement costs 5x more than retention.
Q1 OKR
Objective: Improve customer retention
Key Result: Reduce monthly churn from 8% to 5%
Target delta: -3 percentage points
Revenue saved: ~$75K/month at target
Timeline: End of Q1 2026 (4 weeks)
KPIs Being Tracked
Sarah (VP Product) defines the key performance indicators that the Q1 OKR targets:
| Metric | Baseline | Target | How Measured |
|---|---|---|---|
| Monthly churn rate | 8% | 5% | Billing system exports |
| 30-day activation rate | 62% | 75% | Product analytics |
| Support ticket volume | 340/week | <250/week | Zendesk |
| NPS score | 32 | 40+ | Quarterly survey |
Churn Breakdown (Current State)
Mike (Data Analyst) pulls initial numbers by segment:
| Segment | Customers | Churn Rate | Lost/Month |
|---|---|---|---|
| Startup (<50 seats) | 3,200 | 11% | 352 |
| Mid-Market (50-500) | 1,400 | 4% | 56 |
| Enterprise (500+) | 400 | 1% | 4 |
The problem is concentrated in the Startup segment. Mid-Market and Enterprise are healthy.
Team Structure
The project follows chant’s orchestrator pattern:
- Sarah creates specs, reviews findings, approves work
- Mike gathers external data, creates context digests for chant
- Chant agents analyze data (research specs) and implement fixes (code specs)
- CI/CD runs daily activity reports and KPI tracking
Project Setup
# Initialize chant with enterprise features
chant init --agent claude
# Create context directory for KPI data
mkdir -p .chant/context/kpi-churn-q1
The .chant/context/ directory holds human-curated data that agents can reference during research and implementation.
What’s Next
With the OKR defined and project initialized, the team begins the four-phase workflow:
- Data Ingestion — Mike gathers metrics, support data, and survey results
- Research — Chant agent analyzes the data for churn drivers
- Approval — Sarah reviews and approves the analysis
- Implementation — Chant executes approved fixes in parallel