Article · 8 min read

Customer Success Strategies to Tackle COVID Successfully

Smuruthi Kesavan · Chargebee Free Intermediate

Written in a real downturn, so the save tactics are the practical ones: payment deferrals, pause instead of cancel, temporary access. The playbook holds up any time a customer's budget disappears.

  • Raising retention 5 percent lifts profits 25 to 95 percent, and reacquiring the same customer costs about 10x more.
  • Chargebee's data showed churn is materially lower on long-term contracts than on month-to-month ones.
  • Written mid-COVID: sort your base by whether the shock helped them (video, e-signature) or hurt them (events, travel).
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The question it answers

  1. A big account has gone quiet and I think they are going to churn. What do I actually do?

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