What’s your strategy for handling customer churn in your SaaS product?

Question

Customer churn is inevitable in any SaaS business, but reducing it is key to sustainable growth. How do you approach managing and reducing churn? Do you focus on improving user experience, offering retention incentives, or conducting exit surveys to learn why users leave?

Pierre-Yves Dubreucq · Accepted Answer

One thing I think is important is to show that the product is evolving regularly

AnnaHo · Answer

We use exit surveys to understand why users churn and then prioritize improving those areas. We also offer discounts or personalized support to at-risk users, which has helped us retain more customers.

AnnaHo · Answer

@pydubreucq Absolutely! Regular product updates show customers you’re improving and listening to feedback, which can significantly reduce churn over time.

What’s your strategy for handling customer churn in your SaaS product?

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