Robbie Allan
Inside Intercom
・
14 Dec 2021
Focus on how your product helps
If a customer is no longer buying from you, it’s either because they no longer have the problem that they used to, or because they weren’t able to use your product to solve the problem. To entice that customer back, you need to rebuild the foundation of your commercial relationship.
- You do that by rebuilding the perception that your business can solve their problem.
Relationships fuel your growth
Provide timely and personalized communication that makes specific and useful recommendations to better do the job your customers hired your product to do
Identify and Solve the Problems That Caused Churn
The average SaaS product loses between 2% and 20% of its users each month.
- To retain these customers, design a campaign to specifically address the cause of churn
- Analyze customer actions to identify common causes of churn
Proactively Monitor and Manage Value
The ideal churn save campaign intervenes before the customer even makes the decision to churn
- Customers generally stop using (or cease to repurchase) products when they don’t get enough value out of your product to justify the price
- Identify customers who might not be getting enough value
- Scorecard of different measurements to evaluate extent to which a customer is getting the value that they came to your business to get
