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How do you address churn (users canceling subscriptions)?
Share strategies for reducing churn and keeping customers engaged.
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Engage with them before it's too late. Identify potential churn and re-connect with them with in-app messages, emails etc to help them solve their problem and find value in your product.
@isatanis use your analytics to see uses that stop engage with your product and specifically the your aha moments. You can even try to find users that stopped logging in
1 : Each features separate tutorial videos with written steps.
2 : Good Support
3 : Perfect solution for customer needs.
4 : New features every month.
This could be a symptom of poor qualification of prospects at the top of the funnel. Think about it, if your messaging (your promise) doesn't align with what you deliver, they will churn.
Also, think about who you are targeting. I would look at who is churning vs. who is staying. What about the individual or company is similar. Look for patterns and double down on marketing and selling to those who don't churn.
Hi @isatanis Same advice as @panagiota_gkotsi you need to keep a continuous or regular link with your subscribers. At Gryzzly every three month we do a QBR meeting (Quarterly Business review) where we discuss with our customer about their usage, frustration and it help use monitoring the health of our customer.
By the way, we're launching today, come support us !
Get feedback on exit. Find out why they are churning directly from them without making assumptions. This can be done in the form of an exit survey.
Without knowing "the why" it is difficult to prevent future churn.
Use these findings to spot trends and address the issue.
Sometimes its as simple as a lack of support, and other times its something more serious like terrible UI or no unique proposition for them to stick around.
QBR (Quarterly Business Reviews) have been a great way for us to establish good and recurring contact with our customers and users ;)
There are some tools on the market like Profitwell that can help with automating this :)
How to Identify Customer Churn:
- Gather customer feedback,
- Monitor community forums and third-party review,
- From Gmaps (this is weird, but effective in my country)
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How to Reduce:
#1 Offer incentives
Keep customers coming back by hooking them up with promos, discounts, or a loyalty program.
A little effort can show your customers you care.
#2 Create a community with your customers.
If a brand builds a community around their stuff, service, and customers, people will stay loyal to them.
So, your marketing team can engage with customers, form a Facebook group, or even plan events for loyal clients.
#3 Focus on attracting the right customers.
Develop customer profiles to get a precise understanding of the demographic characteristics and buying behavior of your target audience.
I need to answer this from a marketing perspective:
it's usually because either I don't know how to use the product in the best way or there's no communication between us and them
I like to have a churn reduction email flow setup for my clients. So its a last resort I go for. I like to incentivize them with some kind of gift and maybe hop on a call to solve their problems for good!
Send survey about reason for churn and follow-up based on response (if churn for price for instance we offer a discount)
Reactivation campaign 2 month after churn, including case study about the long term value of the product.
Encourage yearly subscriptions.
Asking for honest and detailed feedback for me has been by far the best practice. Instead of bombarding them with discounts.
ProdPad