Turning Customers Cancellations Into an Opportunity for Growth

Instead of fighting the churn, companies should create a cancellation workflow that puts customer’s needs first.

Retention opportunities
August 11, 2018

They say that breaking up is hard to do. And if you’ve ever tried to cancel your subscription with a business that doesn’t want to let go, then you know exactly what we’re talking about. Limited contact methods, hidden policies, questions, confirmation messages, and automatic renewals can make it tough for a customer who isn’t satisfied with a service to get away.

Instead of fighting the churn, companies should create a cancellation workflow that puts customer’s needs first. Whether coming or going, make each step in the customer journey simple and transparent and you’ll earn your customers’ respect.

Give your customers a reason to stay

Any SaaS company trying reduce cancellations should do the following:

  • Focus on customer success by ensuring that your users have access to resources in various formats explaining how to use your product.
  • Ask questions and review customer feedback during every step in the customer journey and address the pain points this feedback reveals.
  • Present your customers with alternatives to canceling such as additional customer support, pausing their subscription, or another incentive.
  • Empower your customers by making sure that your cancellation policies are accessible and the process is frictionless.

Finally, There’s no need to be coy when you and a customer go your separate ways. Instead, use the breakup as a learning opportunity. During offboarding, ask customers why they want to go and what would have convinced them to stay. Then, use this information to improve your product and earn more satisfied customers in the future.

Read the full article, How Transparency in SaaS Offboarding Reduces Churn, by Shayla Price.

To discover how Raaft can lower your Churn for your Saas, book a demo with Luke from Raaft today!

You're in! Thanks for subscribing.
Oops! Something went wrong while submitting the form.

Other popular posts

Customer Lifetime Value Formula (How To Calculate For SaaS)

As you track key SaaS metrics, are you using the customer lifetime value formula? To acquire and retain high-value SaaS users, you must know what the customer lifetime value formula is.

November 2, 2021

Product Launch Plan (SaaS Growth Traction)

Do you have a product launch plan for your SaaS? Here are some key insights and ideas.

Start ups
October 7, 2021

Customer Success Metrics - What Should You Measure?

What are the essential customer success metrics that you need to track? Let's break these down.

Customer experience
September 14, 2021

Start your 14 day free trial

With Raaft, you can collect feedback from customers who have used your product and offer them custom responses to keep them around longer. Improve your customer experience and lower churn.