Comments on: Why Customer Churn Happens, And What You Can Do About It

By: Julio M. Holt

Julio M. Holt — Tue, 06 Feb 2024 08:24:26 +0000

However damaging subpar customer service can be for your bpg photo op , the same study revealed that exemplary customer service can lead to significant gains, with 86% of customers indicating a willingness to pay more for an enhanced customer experience.

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By: James Robbins

James Robbins — Fri, 09 Aug 2019 11:48:11 +0000

I’d agree that bad onboarding can be one of the main reasons for high churn rates. Andrea Merson mentioned that she’s seeing the most successful companies drastically reduce churn in 2019 by using online courses to provide customer education.
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https://reply.io/saas-churn-reduction

By: ewester

ewester — Thu, 28 Feb 2019 23:02:49 +0000

Great post! On 2), I recognise the phenomenon as I’m sure many do but I’d like some real data to support it. Got sources?

By: Norberts Erts

Norberts Erts — Thu, 04 Jun 2015 11:58:48 +0000

Amazing post, thank you Len!

By: Roland

Roland — Tue, 02 Jun 2015 21:39:36 +0000

Awesome, Len! We see a lot (approx. 40%) of customer churn in our SaaS business and most of the time it’s 2 reasons:
1) Lack of customization options for the photo galleries they create.
2) Not Tech Savvy (at all) customers can have a hard time even in the steps we think are super easy. People still do not get it and that’s normal. Deal with it.

That’s why we gather immediate customer feedback by email or phone on what caused them to cancel the service. We have a lot to improve, but the fact that I have the information on WHAT to improve makes me thankful to not walk like blindfolded.

To elaborate more on this, the email itself has to be good enough for the customers to reply. As said in one of your posts (and that’s really my mantra) – Even a slight change of words can have a HUGE impact. I tested different templates and hope that I found the one that outplays all the previous ones (10+ tested templates).

By: Gabrielle

Gabrielle — Tue, 02 Jun 2015 15:24:03 +0000

Really appreciate this info and the resources provided as well! Definitely one I will refer to again and again. Thank you VERY much! Seeing the metrics (and importance of tracking them) is huge!

By: Rachel Krantz

Rachel Krantz — Tue, 02 Jun 2015 14:47:45 +0000

On the subject of number one, I recently saw a later-stage startup offering a salary of $25k to work evenings and weekends in customer service. That told me they didn’t respect how challenging of a job customer service is, or how important it is to have highly qualified people in those roles for this exact reason: customer retention. That’s also one of the things that makes me immediately respect a company – if they respect their customer service team! The gap between how salespeople and customer retention people are compensated needs to close just a tad. Thanks for highlighting the importance of the side that often doesn’t get attention!

By: Danny Cheng

Danny Cheng — Tue, 02 Jun 2015 14:34:35 +0000

another superb article thanks Len,,