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Scott Hurff

The Guide to Churn Management: Improving Retention, Keep Customers Happy, Staying Sane

The Guide to Churn Management: Improving Retention, Keep Customers Happy, Staying Sane

Maintaining robust customer retention with a proactive churn management system is crucial for building a healthy subscription business. But in terms of priority, it can be easy to let churn slip. You know why: unleashing customer acquisition projects and optimizing growth channels is difficult enough. And when new customer acquisition

The Guide to Negative Churn: the Holy Grail of Subscription Retention

The Guide to Negative Churn: the Holy Grail of Subscription Retention

The higher your churn rate, the more capital you need to maintain your revenue. That’s why low churn rates are essential for long-term success. But what’s better than a low churn rate? A negative churn rate. Get ready for a deep dive into negative churn. We'll

Identifying Customers At Risk of Churning and How to Keep Them as Customers

Identifying Customers At Risk of Churning and How to Keep Them as Customers

Loyal and satisfied customers are not only less likely to churn— they’re also more likely to recommend your product to others and essentially act as brand ambassadors for your company. So what do you do about your cohorot of at-risk customers? To truly understand which customers churn and to

How to Reduce Payment Failures and Recover Customer Accounts

How to Reduce Payment Failures and Recover Customer Accounts

Involuntary churn–when a customer's subscription is cancelled unintentionally–is a significant problem driven by credit card failures. When you lose revenue from people who actively want to pay you, your business shrinks along with your reputation. But it's not a problem you created. Banks, credit

Churn Prevention: Calculate and Lower Your Churn Rate

Churn Prevention: Calculate and Lower Your Churn Rate

As a SaaS founder, you already know that customer churn is inevitable to some degree. Research has actually shown that, on average, SaaS businesses lose about 10% of their annual revenue to churn. But too much of it can severely impact the long-term growth and success of your business. That’

Customer Churn: What Churn Is, Why It Happens, How to Improve Your Churn Rate

Customer Churn: What Churn Is, Why It Happens, How to Improve Your Churn Rate

Customer churn—caused by cancellations and payment failures—is an inevitable issue for every SaaS business. It silently chips away at your bottom line and, over time, can significantly harm the health of your company. So if you want to grow your revenue and break through a looming growth wall,

How to Use Customer Offboarding to Understand Cancellation Reasons

How to Use Customer Offboarding to Understand Cancellation Reasons

Churn is the symptom of a problem. That's why optimizing your user offboarding process is so important. When you handle user offboarding well, you can discover the reasons behind cancellation attempts and actually use that information to reduce future churn. We'll talk about what user offboarding