Churn and retention videos

Short videos on why customers leave and what actually gets them to stay. Every one has a page of its own with the transcript and the longer write-up next to it, so you can read it instead of watching if that's faster.

Still from the video: Your Support Queue Is Lying To You About Churn

Your Support Queue Is Lying To You About Churn

A quiet week in the support queue feels like a healthy customer base. It usually isn't. A queue sorts the peop...

· Write-up
Still from the video: How long should your free trial be? Trial length is a red herring

How long should your free trial be? Trial length is a red herring

Everyone argues about 7 versus 14 versus 30 days. It's the wrong argument. Trial length is downstream of one n...

· Write-up
Still from the video: Put one screen in front of your cancel button

Put one screen in front of your cancel button

Most SaaS teams treat the cancel click as the end. It is actually the one moment you have a leaving customer's...

· Write-up
Still from the video: B2C churn isn't a product problem, it's a front door problem

B2C churn isn't a product problem, it's a front door problem

When B2C churn is high, everyone reaches for the roadmap. But most B2C churn is decided at the front door: who...

· Write-up
Still from the video: Churn is an offer problem, not a price problem

Churn is an offer problem, not a price problem

Lowering your price won't fix churn. Churn is an offer problem: raise value for the customers who actually fit...

· Write-up
Still from the video: Fighting voluntary churn in all the wrong ways (and what you can do about it instead)

Fighting voluntary churn in all the wrong ways (and what you can do about it instead)

The cancel button isn't where you lost them. You lost them weeks earlier. Voluntary churn is three separate pr...

· Write-up
Still from the video: Showing what actually worked

Showing what actually worked

Every churn tool claims it works. Almost none tell you what actually worked, for which product, which ICP, whi...

· Write-up
Still from the video: One word A/B test that lifted conversions 20%

One word A/B test that lifted conversions 20%

From "could you try it" to "would you try it." One word. Conversions up 20%. You cannot brainstorm that result...

· Write-up
Still from the video: Send your customers a video of your face

Send your customers a video of your face

People do not stay for logos. They stay for relationships. A short personalized video turns your product from...

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Still from the video: Automatic card updates: fixing churn or hiding it?

Automatic card updates: fixing churn or hiding it?

People hated the idea of automatically updating expired cards. They were right. A lapsing card is often a quie...

· Write-up
Still from the video: Your churn rate is lying to you

Your churn rate is lying to you

Two companies can report the exact same churn rate and have opposite futures. The number hides the thing that...

· Write-up
Still from the video: The 4 retention curves

The 4 retention curves

Two companies can report the exact same churn rate and have opposite futures. The number hides the thing that...

· Write-up
Still from the video: Involuntary churn gets silence

Involuntary churn gets silence

Every subscription writes off a number every month and pretends not to see it. Voluntary churn gets a team and...

· Write-up
Still from the video: The simple churn mistake that costs founders 3 months

The simple churn mistake that costs founders 3 months

Two companies can post the exact same churn rate and have completely different problems. Involuntary churn is...

· Write-up
Still from the video: ChurnHalt walkthrough

ChurnHalt walkthrough

You're finding out about churn after it happens. ChurnHalt analyses your Stripe history, finds the patterns b...
Free interactive tool

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