Churn Reduction 101: the Ultimate Guide to Reducing Churn

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Dive into your churn analytics and learn how to define, identify and ultimately combat SaaS customer turnover. This free guide on churn is a blueprint to find your way to negatuve churn (which is actually a positive!), while also laying out what the different types of churn are along the way. Whether you're fighting voluntary or involuntary churn, defining it by customer or revenue (preferably both), and looking at it through cohorts or behavior, there's something in this customer churn ebook for you.

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you should read this ebook if...

  • You work at a SaaS startup/company
  • You're pretty unfamiliar with customer retention and churn, and need a basic primer
  • You're familiar with the concept of churn and retention but need a better understanding of how to analyze it and adjust strategy accordingly

about this ebook

There are two aspects of customer turnover that you need to address before you can reach the holy grail of positive MRR: voluntary churn and involuntary churn. It's important to properly identify and segment your customers' reasons for cancelling so that you can tweak your approach as needed. 

Voluntary churn is from customers who have actively decided to cancel their subscription (because of a missing feature, competitor, or bad support). It’s also voluntary if the company goes out of business. If you have a lot of voluntary churn, you probably have a Customer Support/Success or a Product concern. 

Involuntary churn simply refers to subscriptions that lapse due to payment failures from declined cards or billing info issues. These are a question of account procedures and payment options.

Dive into your churn analytics and learn how to define, identify and ultimately combat SaaS customer turnover. This free guide on churn is a blueprint to find your way to negatuve churn (which is actually a positive!), while also laying out what the different types of churn are along the way. Whether you're fighting voluntary or involuntary churn, defining it by customer or revenue (preferably both), and looking at it through cohorts or behavior, there's something in this customer churn ebook for you.

Churn Reduction 101CustifyRetention & ChurnChurn Reduction 101: the Ultimate Guide to Reducing ChurnAre you holding on to the customers that sign up? Or are they dropping as soon as the trial period is up? It doesn’t matter how many signups you’re getting if they don’t stick around long enough to make you money. Depending on acquisition costs, maybe you’re taking a loss! Check out these free guides to retention and churn to identify your performance indicators, problems areas, and learn how to track revenue metrics.CustomerHey CS pros, lean on us. We've got the free resources every customer support professional needs. Learn from the best customer experience ebooks to reduce churn and improve retention. Find support team-tested best practices for amplifying the voice of the customer within your org. And get buy-in for the customer service tools your team and your customers need to thrive.Churn Reduction 101CustifyRetention & ChurnChurn Reduction 101: the Ultimate Guide to Reducing ChurnAre you holding on to the customers that sign up? Or are they dropping as soon as the trial period is up? It doesn’t matter how many signups you’re getting if they don’t stick around long enough to make you money. Depending on acquisition costs, maybe you’re taking a loss! Check out these free guides to retention and churn to identify your performance indicators, problems areas, and learn how to track revenue metrics.CustomerHey CS pros, lean on us. We've got the free resources every customer support professional needs. Learn from the best customer experience ebooks to reduce churn and improve retention. Find support team-tested best practices for amplifying the voice of the customer within your org. And get buy-in for the customer service tools your team and your customers need to thrive.

Key insights

There are two aspects of customer turnover that you need to address before you can reach the holy grail of positive MRR: voluntary churn and involuntary churn. It's important to properly identify and segment your customers' reasons for cancelling so that you can tweak your approach as needed. 

Voluntary churn is from customers who have actively decided to cancel their subscription (because of a missing feature, competitor, or bad support). It’s also voluntary if the company goes out of business. If you have a lot of voluntary churn, you probably have a Customer Support/Success or a Product concern. 

Involuntary churn simply refers to subscriptions that lapse due to payment failures from declined cards or billing info issues. These are a question of account procedures and payment options.

Discuss this free ebook

What are the best ways to prioritize the user feedback we receive from people who churn, and how can we then create a feedback/product loop?

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Churn Reduction 101: the Ultimate Guide to Reducing Churn
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Churn Reduction 101: the Ultimate Guide to Reducing Churn
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Mekkie Bansil
3.4
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What we loved:

Shockingly, the case studies. They focus on applying the lessons of the chapter and mention Custify only in passing. That’s just the right level of pitch we like to see in an ebook.

What we didn't love:

The rest of the Custify mentions. The neon green headings of “Custify can also help you with this” are no bueno in our book

Summary:

We all know churn is a scary word, but to quote the late businessman W. Clement Stone, “Thinking will not overcome fear but action will”. 

This free guide isn’t difficult to skim, but it’s definitely not easy. Also, we could have done without the constant Custify plugs throughout. But if you’re looking for a free resource on analyzing, calculating, finding, and learning from it-who-shall-not-be-named (churn), this isn’t such a bad place to start.


50 pages
Table of Contents
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ISBN
978-6481466238

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