Patrick Campbell

Don’t forget to try and win-back customers. You’ve done the hardest part by making customers aware of your product. A lot of the time their cancellations have nothing to do with you and you should try to get them back by reminding them of new features and giving them an offer.

A big mistake that people make is they offer salvage offers to everyone. It’s totally ok to let customers leave and try to reactivate them down the line.

The biggest mistake people make with pausing plan is they make it indefinite. You need to time-box it (e.g. 1 month, 3 months).

Payment failures are the largest single bucket of lost customers (20-40% of lost customers). There are 130+ different reasons a credit or debit card fails. You should recover 60-80% of customers who’s payment fails.

You can add cancellation flows for downgrades as well. Use a multiple choices question to understand why they’re downgrading.