Article · 12 min read

Customer Retention For SaaS: Strategies To Ensure Continual Growth

Sriya Srinivasan · Chargebee Free Beginner

Makes the counterintuitive argument that a frictionless cancellation flow increases loyalty, and backs it with cancel-moment data. Useful if your instinct is to make leaving harder.

  • A 5 percent lift in retention raises profits by 25 percent or more, and loyal customers spend at least 3x more.
  • Chargebee's 2021 retention data found 32 percent of people changed their mind about cancelling once offered an incentive.
  • 51.7 percent of consumers who considered cancelling said they would rather pause the subscription instead.
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The question it answers

  1. We are losing customers to failed payments. How do I fix involuntary churn?

Read with it

  1. Involuntary churn is 20 to 40 percent of total churn for most subscription businesses and nobody owns it. This is the most... Chargebee Article · 15 min read 23 Ways to Reduce Involuntary Churn Zaid Assadi
  2. Seven specific dunning practices (retry timing, self-serve card update, failure-reason-aware messaging) from the team that... Chargebee Article · 9 min read Dunning Best Practices to Combat Involuntary Churn Haris Kumar
  3. The ten strategies are sequenced the way you would actually run a churn programme: instrument, classify reasons, segment by... Chargebee Article · 14 min read Best Proven Strategies To Reduce Customer Churn Nupura Ughade and Arijit Bose
  4. Video · 30 min Retention Roundtable - Reducing Involuntary Churn with Payment Recovery Churnkey
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