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Scott Hurff

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

How to Build Cancellation Surveys that Reduce Churn (with Examples)

How to Build Cancellation Surveys that Reduce Churn (with Examples)

Whether you call them exit surveys or cancellation surveys, one thing is for certain — they can be one of the most effective tools in your arsenal for reducing churn. And we all know that churn is one of the biggest hurdles for SaaS companies. But one of the best ways

Here Are the Best Practices for Customer Cancel Flows for Subscription Companies

Here Are the Best Practices for Customer Cancel Flows for Subscription Companies

For any subscription company—whether it's SaaS, e-commerce, or anything else— tasteful customer cancel flows are the most underrated and under-utilized tools when it comes to churn reduction. Customer churn is always a concern for any subscription-based company. And churn isn’t just a one-time hit — it’s