Article · 14 min read

Best Proven Strategies To Reduce Customer Churn

Nupura Ughade and Arijit Bose · Chargebee Free Intermediate

The ten strategies are sequenced the way you would actually run a churn programme: instrument, classify reasons, segment by whether you can influence it, then offer something reason-specific.

  • Between 15 and 30 percent of customers leave for reasons that are within your control.
  • Analyse churn on 4W: who churned, why (voluntary or involuntary), when in the lifecycle, and where.
  • SaaS churn averages around 5 percent, and 5 to 20 percent of cancelling customers accept a retention offer.
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It answers 3 questions

  1. How do I work out why customers are actually churning instead of guessing?
  2. A big account has gone quiet and I think they are going to churn. What do I actually do?
  3. We are losing customers to failed payments. How do I fix involuntary churn?

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