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Countering fake churn from past due payments
by
rmondo
https://blog.getprobe.io/countering-fake-churn-from-past-due-payments
A founder friend who charges only annually suffered hugely from such delayed payments. There is a growing trend out there among founders that you should not offer a freemium model, that you should not even offer a monthly payment option, and that you should force your users into annual plans (especially if your product is really good and if you don't want to deal with cheap users). Then many founders end up forecasting their MRR as if all users will renew the next "annual" round. Where there is an annual plan, there is lack of feedback as to whether some users would renew if you offered monthly or freemium and the bomb/reality drops only next year.
Probably slightly off topic.
How do you handle instances where customers fail to pay invoices at the end of their trial period? We are using Stripe and we are seeing a growing streak of users starting the trial period, not unsubscribing and simply not paying when the bill is due. Looking for insights and strategies to navigate this challenge effectively.
Is it common in B2B businesses for customers to churn by just not paying you anymore? Or do more customers churn by taking an action (i.e. clicking a "cancel" button or contacting you directly)? I'm a bit hesitant about the goal of introducing predictability into your metrics rather than say knowing like Chrun Rate with Past Due vs Churn Rate without past due to give you an idea of where you need to spend your energy (i.e. better customer relationship management in the case of high % of past due payments vs. better product experience in the case of high overall churn rate)
Like your product rmondo!