@intentsolutionsio/tonone 0.9.7 → 0.9.18

package/skills/keep-playbook/SKILL.md

@@ -0,0 +1,140 @@
+---
+name: keep-playbook
+description: Write churn prevention and win-back playbooks — risk intervention sequences, save conversation guides, and win-back email campaigns. Use when asked to "prevent churn", "save at-risk customers", "win back churned customers", or "build a save play".
+allowed-tools: Read, Bash, Glob, Grep, AskUserQuestion
+version: 0.1.0
+author: tonone-ai <hello@tonone.ai>
+license: MIT
+---
+
+# Churn Prevention and Win-Back
+
+You are Keep — the customer success engineer on the Product Team. Build the intervention playbook that saves at-risk customers and wins back churned ones.
+
+Follow the output format defined in docs/output-kit.md — 40-line CLI max, box-drawing skeleton, unified severity indicators, compressed prose.
+
+## Steps
+
+### Step 0: Classify the Situation
+
+Determine which playbook is needed:
+
+- **A) Risk intervention** — customer health dropped to Yellow/Red, still active
+- **B) Save play** — customer expressed intent to cancel or requested cancellation
+- **C) Win-back campaign** — customer has already churned
+
+Each is a different motion. Don't conflate them.
+
+### Step 1: Root Cause Classification
+
+Before any intervention, classify the churn cause:
+
+| Category               | Signals                                          | Intervention                                         |
+| ---------------------- | ------------------------------------------------ | ---------------------------------------------------- |
+| **Product gap**        | Feature requests unfulfilled, workarounds in use | Escalate to Helm. Honest timeline. Find bridge.      |
+| **Onboarding failure** | Never reached aha moment, low adoption           | Restart onboarding with CSM escort                   |
+| **Champion departure** | New person in role, unfamiliar with product      | Immediate new sponsor mapping                        |
+| **Budget pressure**    | Economic downturn, headcount cuts                | Downgrade option, pause option, quarterly payment    |
+| **Competitor switch**  | Active evaluation of alternative                 | Understand what the competitor offers that you don't |
+| **External change**    | Company acquired, pivoted, shut down             | No intervention — accept and learn                   |
+
+Never prescribe an intervention without classifying the root cause first.
+
+### Step 2: Write Risk Intervention Sequence (Yellow/Red health)
+
+**Yellow (proactive):**
+
+```
+Touch 1 — Check-in email (Day 0 of Yellow flag)
+Subject: [Quick check-in on [Product] — [their name]]
+Body: "Noticed some things might be different with your usage lately — want to make sure you're getting value. 20 minutes this week?"
+Goal: Open conversation before they decide to leave.
+
+Touch 2 — Value summary (Day 3 if no response)
+Subject: [What you've accomplished with [Product]]
+Body: Personalized usage summary — what they've done, what they could still do. Specific, not generic.
+
+Touch 3 — Direct question (Day 7 if no response)
+Subject: [Is [Product] still working for you?]
+Body: Direct ask. What's changed? What would make it more useful?
+```
+
+**Red (urgent):**
+
+```
+Day 0: CSM calls (not emails). Leave voicemail if no answer.
+Day 0: Follow-up email with calendar link. Subject: "[Name] — 15 minutes?"
+Day 1 if no response: Escalation to CS manager or founder email.
+Day 3 if no response: Last-attempt email. Honest. Not guilt.
+```
+
+### Step 3: Write Save Play (intent to cancel)
+
+```
+First response (within 2 hours of cancellation signal):
+"[Name] — saw you're thinking about cancelling. Before you do, can we spend 20 minutes? I want to understand what's not working and whether there's something we can do. If we can't solve it, I'll make the cancellation easy."
+
+Save call structure:
+1. Listen first. "Tell me what happened."
+2. Don't defend. Take notes. Show you heard.
+3. Classify root cause honestly (from table above).
+4. Offer intervention matching root cause — not a discount as first move.
+5. If product gap: "We can't fix that in your timeline. What would make staying worth it while we work on it?"
+6. If budget: Offer pause, downgrade, or payment flexibility.
+7. If competitor: "Can I ask what they offer that we don't?"
+Close: Specific next step. Date. Don't leave it open.
+```
+
+### Step 4: Write Win-Back Campaign (churned customers)
+
+Win-back works best 60-90 days after churn, when the pain returns.
+
+```
+Email 1 — Day 60 post-churn
+Subject: [What's changed at [Product] since you left]
+Body: 2-3 specific product improvements since they churned. Prove you've been working. Soft re-invite.
+
+Email 2 — Day 90 post-churn
+Subject: [[Name] — a new use case for [Product] that might change things]
+Body: One new use case they weren't using before. Different angle on value.
+
+Email 3 — Day 120 post-churn
+Subject: [One question before I stop reaching out]
+Body: "What would have to be true for [Product] to be worth another look?"
+```
+
+Win-back rates: 10-20% is excellent. 5-10% is normal. Under 5% suggests the root cause was product-market fit, not CS failure.
+
+### Step 5: Produce Playbook Document
+
+```markdown
+# Churn Prevention and Win-Back Playbook
+
+## Risk Intervention (Yellow/Red health)
+
+[email sequence + call guide]
+
+## Save Play (intent to cancel)
+
+[call structure + email template]
+
+## Win-Back Campaign (churned)
+
+[3-email sequence]
+
+## Root Cause Classification
+
+[table with categories and interventions]
+
+## Metrics
+
+- Save rate (target: 30-50% of at-risk, 20-30% of save attempts)
+- Win-back rate (target: 5-15%)
+- Time-to-intervention after health drop
+- Root cause distribution (% by category each quarter)
+```
+
+## Delivery
+
+Produce complete playbook with all email copy written out, subject lines included, and call guides ready to use. Every piece should be ready to send without editing.
+If output exceeds 40 lines, delegate to /atlas-report.

package/skills/keep-recon/SKILL.md

@@ -0,0 +1,102 @@
+---
+name: keep-recon
+description: Customer success reconnaissance — audit current onboarding completion, health signals, NRR, churn patterns, and CS motion. Use when asked to "audit our customer success", "why are customers churning", "what's our NRR", or before designing any CS playbook.
+allowed-tools: Read, Bash, Glob, Grep, WebFetch, WebSearch, AskUserQuestion
+version: 0.1.0
+author: tonone-ai <hello@tonone.ai>
+license: MIT
+---
+
+# Customer Success Reconnaissance
+
+You are Keep — the customer success engineer on the Product Team. Map the current CS state before building any playbook or scoring model.
+
+Follow the output format defined in docs/output-kit.md — 40-line CLI max, box-drawing skeleton, unified severity indicators, compressed prose.
+
+## Steps
+
+### Step 0: Detect CS Artifacts
+
+Scan for customer success artifacts:
+
+```bash
+# Onboarding flows
+find . -name "*.tsx" -o -name "*.jsx" -o -name "*.vue" 2>/dev/null | xargs grep -l "onboard\|welcome\|setup\|getting.started\|checklist\|tour" 2>/dev/null | head -10
+
+# Email lifecycle
+find . -name "*.ts" -o -name "*.json" -o -name "*.md" 2>/dev/null | xargs grep -l "lifecycle\|drip\|nurture\|activation.email\|day.1\|day.7\|welcome.email" 2>/dev/null | head -10
+
+# Health and metrics
+find . -name "*.md" -o -name "*.ts" 2>/dev/null | xargs grep -l "health.score\|churn\|NRR\|MRR\|retention\|cohort\|CSAT\|NPS" 2>/dev/null | head -10
+
+# CS docs
+find . -name "*.md" 2>/dev/null | xargs grep -l "customer.success\|onboarding\|expansion\|renewal\|QBR\|success.plan" 2>/dev/null | head -10
+```
+
+### Step 1: Diagnose CS Stage
+
+| Signal         | Stage 1 ($0-$1M) | Stage 2 ($1M-$10M) | Stage 3 ($10M-$100M) |
+| -------------- | ---------------- | ------------------ | -------------------- |
+| CS motion      | Founder-led      | First CSM          | CS team              |
+| Onboarding     | Manual calls     | Mixed auto/human   | Mostly automated     |
+| Health scoring | None/informal    | Defined            | Multi-signal         |
+| Expansion      | Reactive         | Proactive triggers | CS owns quota        |
+
+### Step 2: Map the Customer Journey
+
+Walk each stage:
+
+| Stage                    | Mechanism       | Instrumented? | Completion Rate |
+| ------------------------ | --------------- | ------------- | --------------- |
+| Signup → First login     | [auto/manual]   | [✓/✗]         | [%/?]           |
+| First login → Aha moment | [flow steps]    | [✓/✗]         | [%/?]           |
+| Aha moment → Active use  | [habit forming] | [✓/✗]         | [%/?]           |
+| Active use → Expansion   | [trigger]       | [✓/✗]         | [%/?]           |
+| Renewal approach         | [process]       | [✓/✗]         | [%/?]           |
+
+### Step 3: NRR Health Check
+
+| Metric                  | Current    | Target   | Gap |
+| ----------------------- | ---------- | -------- | --- |
+| Gross Revenue Retention | [%]        | 90%+     |     |
+| Net Revenue Retention   | [%]        | 100-120% |     |
+| Onboarding completion   | [%]        | 80%+     |     |
+| D30 activation          | [%]        | 40%+     |     |
+| Average churn reason    | [category] |          |     |
+
+### Step 4: Inventory CS Assets
+
+| Asset                     | Exists? | Quality |
+| ------------------------- | ------- | ------- |
+| Onboarding checklist/flow | [✓/✗]   |         |
+| Welcome email sequence    | [✓/✗]   |         |
+| Health score model        | [✓/✗]   |         |
+| Churn risk playbook       | [✓/✗]   |         |
+| Expansion playbook        | [✓/✗]   |         |
+| QBR template              | [✓/✗]   |         |
+| Success plan template     | [✓/✗]   |         |
+
+### Step 5: Present Assessment
+
+```
+## Customer Success Reconnaissance
+
+**Stage:** [1/2/3] | **NRR:** [%] | **Primary churn reason:** [category]
+**Onboarding completion:** [%] | **Aha moment defined:** [✓/✗]
+**Biggest CS constraint:** [single bottleneck]
+
+### Journey State
+[table from Step 2, compressed]
+
+### Critical Gaps
+- [Gap 1]
+- [Gap 2]
+- [Gap 3]
+
+### Highest Leverage Action
+[Single most important CS improvement this week]
+```
+
+## Delivery
+
+If output exceeds 40-line CLI budget, invoke `/atlas-report` with full findings. CLI is the receipt — box header, one-line verdict, top 3 findings, report path.

package/skills/lens/SKILL.md

@@ -5,8 +5,6 @@ allowed-tools: Read, Write, Edit, Bash, Glob, Grep, WebFetch, WebSearch, Task, T
 version: 0.9.1
 author: tonone-ai <hello@tonone.ai>
 license: MIT
-tags: ["ai-agency", "tonone"]
-compatibility: "Designed for Claude Code"
 ---
 
 # Lens — Data Analytics & BI

package/skills/lens-audit/.claude-plugin/plugin.json

@@ -1,6 +1,6 @@
 {
   "name": "lens-audit",
-  "version": "0.9.7",
+  "version": "1.9.1",
   "description": "Review existing analytics \u2014 find all dashboards and reports, check who uses them, whether metrics are defined, and whether they drive decisions. Recommend what to keep, kill, or add. Use when asked \"are our dashboards useful\", \"analytics review\", or \"metrics audit\".",
   "author": {
     "name": "tonone-ai",
@@ -9,8 +9,5 @@
   "repository": "https://github.com/tonone-ai/tonone",
   "license": "MIT",
   "type": "skill",
-  "keywords": [
-    "lens",
-    "skill"
-  ]
+  "keywords": ["lens", "skill"]
 }

package/skills/lens-chart/.claude-plugin/plugin.json

@@ -1,6 +1,6 @@
 {
   "name": "lens-chart",
-  "version": "0.9.7",
+  "version": "1.9.1",
   "description": "|",
   "author": {
     "name": "tonone-ai",
@@ -9,8 +9,5 @@
   "repository": "https://github.com/tonone-ai/tonone",
   "license": "MIT",
   "type": "skill",
-  "keywords": [
-    "lens",
-    "skill"
-  ]
+  "keywords": ["lens", "skill"]
 }

package/skills/lens-dashboard/.claude-plugin/plugin.json

@@ -1,6 +1,6 @@
 {
   "name": "lens-dashboard",
-  "version": "0.9.7",
+  "version": "1.9.1",
   "description": "Design and spec an analytical dashboard \u2014 define the question each chart answers, write the SQL queries, spec the layout and refresh cadence. Produces a complete dashboard spec ready to implement. Use when asked to \"build a dashboard\", \"analytics dashboard\", \"BI dashboard\", \"weekly product health\", or \"visualize this data\".",
   "author": {
     "name": "tonone-ai",
@@ -9,8 +9,5 @@
   "repository": "https://github.com/tonone-ai/tonone",
   "license": "MIT",
   "type": "skill",
-  "keywords": [
-    "lens",
-    "skill"
-  ]
+  "keywords": ["lens", "skill"]
 }

package/skills/lens-dashboard/SKILL.md

@@ -5,8 +5,6 @@ allowed-tools: Read, Write, Edit, Bash, Glob, Grep, WebFetch, WebSearch, Task, T
 version: 0.6.4
 author: tonone-ai <hello@tonone.ai>
 license: MIT
-tags: ["ai-agency", "tonone"]
-compatibility: "Designed for Claude Code"
 ---
 
 # Build Analytical Dashboard

package/skills/lens-metrics/.claude-plugin/plugin.json

@@ -1,6 +1,6 @@
 {
   "name": "lens-metrics",
-  "version": "0.9.7",
+  "version": "1.9.1",
   "description": "Produce a complete metrics definition doc \u2014 metric name, formula, data source, segmentation, SQL or event tracking spec, and what good/bad looks like. Given a product area, outputs the full metrics spec. Use when asked to \"define KPIs\", \"metrics framework\", \"what should we measure\", \"north star metric\", or \"instrument this feature\".",
   "author": {
     "name": "tonone-ai",
@@ -9,8 +9,5 @@
   "repository": "https://github.com/tonone-ai/tonone",
   "license": "MIT",
   "type": "skill",
-  "keywords": [
-    "lens",
-    "skill"
-  ]
+  "keywords": ["lens", "skill"]
 }

package/skills/lens-metrics/SKILL.md

@@ -5,8 +5,6 @@ allowed-tools: Read, Write, Edit, Bash, Glob, Grep, WebFetch, WebSearch, Task, T
 version: 0.6.4
 author: tonone-ai <hello@tonone.ai>
 license: MIT
-tags: ["ai-agency", "tonone"]
-compatibility: "Designed for Claude Code"
 ---
 
 # Define and Implement Metrics

package/skills/lens-recon/.claude-plugin/plugin.json

@@ -1,6 +1,6 @@
 {
   "name": "lens-recon",
-  "version": "0.9.7",
+  "version": "1.9.1",
   "description": "Analytics reconnaissance for takeover \u2014 find all analytics tools, inventory what's tracked and dashboarded, assess data freshness and metric definitions, and present a coverage map. Use when asked \"what analytics exist\", \"BI assessment\", or \"what do we track\".",
   "author": {
     "name": "tonone-ai",
@@ -9,8 +9,5 @@
   "repository": "https://github.com/tonone-ai/tonone",
   "license": "MIT",
   "type": "skill",
-  "keywords": [
-    "lens",
-    "skill"
-  ]
+  "keywords": ["lens", "skill"]
 }

package/skills/lens-report/.claude-plugin/plugin.json

@@ -1,6 +1,6 @@
 {
   "name": "lens-report",
-  "version": "0.9.7",
+  "version": "1.9.1",
   "description": "Build a reporting pipeline \u2014 scheduled reports with SQL queries, delivery via Slack or email, threshold alerts, and historical comparison. Use when asked for \"automated reports\", \"scheduled report\", \"email digest\", or \"Slack alerts for metrics\".",
   "author": {
     "name": "tonone-ai",
@@ -9,8 +9,5 @@
   "repository": "https://github.com/tonone-ai/tonone",
   "license": "MIT",
   "type": "skill",
-  "keywords": [
-    "lens",
-    "skill"
-  ]
+  "keywords": ["lens", "skill"]
 }

package/skills/lens-report/SKILL.md

@@ -5,8 +5,6 @@ allowed-tools: Read, Write, Edit, Bash, Glob, Grep, WebFetch, WebSearch, Task, T
 version: 0.6.4
 author: tonone-ai <hello@tonone.ai>
 license: MIT
-tags: ["ai-agency", "tonone"]
-compatibility: "Designed for Claude Code"
 ---
 
 # Build Reporting Pipeline

package/skills/lumen/SKILL.md

@@ -5,8 +5,6 @@ allowed-tools: Read, Write, Edit, Bash, Glob, Grep, WebFetch, WebSearch, Task, T
 version: 0.9.1
 author: tonone-ai <hello@tonone.ai>
 license: MIT
-tags: ["ai-agency", "tonone"]
-compatibility: "Designed for Claude Code"
 ---
 
 # Lumen — Product Analytics

package/skills/lumen-abtest/.claude-plugin/plugin.json

@@ -1,6 +1,6 @@
 {
   "name": "lumen-abtest",
-  "version": "0.9.7",
+  "version": "1.9.1",
   "description": "A/B test design \u2014 produce an experiment spec with hypothesis, primary metric, MDE, sample size, run time, and decision rule. Also determines when NOT to A/B test and what to do instead. Use when asked to \"design an A/B test\", \"should we test this\", \"experiment design\", \"how do we know if this works\", \"what's the sample size\", or \"set up an experiment\".",
   "author": {
     "name": "tonone-ai",
@@ -9,8 +9,5 @@
   "repository": "https://github.com/tonone-ai/tonone",
   "license": "MIT",
   "type": "skill",
-  "keywords": [
-    "lumen",
-    "skill"
-  ]
+  "keywords": ["lumen", "skill"]
 }

package/skills/lumen-abtest/SKILL.md

@@ -5,8 +5,6 @@ allowed-tools: Read, Write, Edit, Bash, Glob, Grep, WebFetch, WebSearch, Task, T
 version: 0.6.4
 author: tonone-ai <hello@tonone.ai>
 license: MIT
-tags: ["ai-agency", "tonone"]
-compatibility: "Designed for Claude Code"
 ---
 
 # Lumen A/B Test

package/skills/lumen-funnel/.claude-plugin/plugin.json

@@ -1,6 +1,6 @@
 {
   "name": "lumen-funnel",
-  "version": "0.9.7",
+  "version": "1.9.1",
   "description": "|",
   "author": {
     "name": "tonone-ai",
@@ -9,8 +9,5 @@
   "repository": "https://github.com/tonone-ai/tonone",
   "license": "MIT",
   "type": "skill",
-  "keywords": [
-    "lumen",
-    "skill"
-  ]
+  "keywords": ["lumen", "skill"]
 }

package/skills/lumen-instrument/.claude-plugin/plugin.json

@@ -1,6 +1,6 @@
 {
   "name": "lumen-instrument",
-  "version": "0.9.7",
+  "version": "1.9.1",
   "description": "Instrumentation plan \u2014 design event taxonomy, property schema, and tracking plan for analytics tools. Use when asked to \"what should we track\", \"instrumentation plan\", \"set up analytics events\", \"analytics event schema\", \"tracking plan\", or \"instrument this feature\".",
   "author": {
     "name": "tonone-ai",
@@ -9,8 +9,5 @@
   "repository": "https://github.com/tonone-ai/tonone",
   "license": "MIT",
   "type": "skill",
-  "keywords": [
-    "lumen",
-    "skill"
-  ]
+  "keywords": ["lumen", "skill"]
 }

package/skills/lumen-instrument/SKILL.md

@@ -5,8 +5,6 @@ allowed-tools: Read, Write, Edit, Bash, Glob, Grep, WebFetch, WebSearch, Task, T
 version: 0.6.4
 author: tonone-ai <hello@tonone.ai>
 license: MIT
-tags: ["ai-agency", "tonone"]
-compatibility: "Designed for Claude Code"
 ---
 
 # Instrumentation Plan

package/skills/lumen-metrics/.claude-plugin/plugin.json

@@ -1,6 +1,6 @@
 {
   "name": "lumen-metrics",
-  "version": "0.9.7",
+  "version": "1.9.1",
   "description": "Metrics architecture \u2014 produce a complete metrics plan given a product description. North Star, input metrics tree, instrumentation spec, action triggers, and counter-metrics. Use when asked to \"design a metrics framework\", \"what should we measure\", \"build a metrics system\", \"define our KPIs\", \"what are our success metrics\", \"metrics strategy\", or \"what do we track\".",
   "author": {
     "name": "tonone-ai",
@@ -9,8 +9,5 @@
   "repository": "https://github.com/tonone-ai/tonone",
   "license": "MIT",
   "type": "skill",
-  "keywords": [
-    "lumen",
-    "skill"
-  ]
+  "keywords": ["lumen", "skill"]
 }

package/skills/lumen-recon/.claude-plugin/plugin.json

@@ -1,6 +1,6 @@
 {
   "name": "lumen-recon",
-  "version": "0.9.7",
+  "version": "1.9.1",
   "description": "Analytics reconnaissance \u2014 scan existing event tracking, metric definitions, dashboards, and analytics configuration to understand what is currently being measured. Use when asked to \"what are we tracking\", \"audit our analytics\", \"what metrics exist\", \"analytics inventory\", or before designing new metrics or instrumentation.",
   "author": {
     "name": "tonone-ai",
@@ -9,8 +9,5 @@
   "repository": "https://github.com/tonone-ai/tonone",
   "license": "MIT",
   "type": "skill",
-  "keywords": [
-    "lumen",
-    "skill"
-  ]
+  "keywords": ["lumen", "skill"]
 }

package/skills/pave/SKILL.md

@@ -5,8 +5,6 @@ allowed-tools: Read, Write, Edit, Bash, Glob, Grep, WebFetch, WebSearch, Task, T
 version: 0.9.1
 author: tonone-ai <hello@tonone.ai>
 license: MIT
-tags: ["ai-agency", "tonone"]
-compatibility: "Designed for Claude Code"
 ---
 
 # Pave — Platform Engineering

package/skills/pave-audit/.claude-plugin/plugin.json

@@ -1,6 +1,6 @@
 {
   "name": "pave-audit",
-  "version": "0.9.7",
+  "version": "1.9.1",
   "description": "Audit developer experience \u2014 measure onboarding time, build speed, deployment friction, and developer satisfaction. Use when asked to \"DX audit\", \"developer experience review\", \"why is development slow\", \"onboarding assessment\", or \"DORA metrics\".",
   "author": {
     "name": "tonone-ai",
@@ -9,8 +9,5 @@
   "repository": "https://github.com/tonone-ai/tonone",
   "license": "MIT",
   "type": "skill",
-  "keywords": [
-    "pave",
-    "skill"
-  ]
+  "keywords": ["pave", "skill"]
 }

package/skills/pave-catalog/.claude-plugin/plugin.json

@@ -1,6 +1,6 @@
 {
   "name": "pave-catalog",
-  "version": "0.9.7",
+  "version": "1.9.1",
   "description": "Build a service catalog \u2014 schema, starter entries, and governance model. Produces what information to capture per service, how it's maintained, and where it lives. Use when asked to \"service catalog\", \"what services do we have\", \"catalog our services\", \"service inventory\", or \"who owns what\".",
   "author": {
     "name": "tonone-ai",
@@ -9,8 +9,5 @@
   "repository": "https://github.com/tonone-ai/tonone",
   "license": "MIT",
   "type": "skill",
-  "keywords": [
-    "pave",
-    "skill"
-  ]
+  "keywords": ["pave", "skill"]
 }