This is a real question.
Looking at MRR growth every month is excellent, but how often do you guys go into Intercom or your analytics tool to filter for the following?
Looking for these group of churning customers and reaching out is so easy to do, but why aren't people doing it enough?
I subscribe (paying) to a lot of SaaS tools, but not actively using them (forgot/lazy to cancel). When time comes (budget cuts), these are the first to be killed.
A lot of these apps put a form during cancellation to ask 'Why are you leaving?'... But, isn't it too late to reach out to ask questions when the customer has already decided to leave?