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What are some best practices incentivizing customers back on SAAS post churn?

Industry standard I have observed are automated 30-60-90 email touches. Anyone found success with other strategies?

Answers

  • CarlosAlves
    CarlosAlves Sr. Product Manager TSIA Administrator, Moderator, Founding Member | admin

    I used the "D+21 days" approach, to get in touch with churned customers, and talk about new features or services. I try to keep the conversation not as a new sale at first, but considering that I've lost because of our failures, and trying to listen to more churn reasons. If I found something that my company is truly good at, that's the sweet spot to pursue.

    Lowering price promotions or special offers can be tricky since you'd be bringing solution value down. Particularly I do not like this approach.