Why do my MRR customers keep churning?
Okay, I'm also selling LTDs at the same time.
My LTD customers are happy, using the product, giving feedback, etc.
But why are my MRR customers churning?
I tried reaching out asking them what's wrong, etc., I've heard nothing back.
Is it because my LTD is priced too cheaply, thus causing MRR cannibalization, or something else?
Is your product required to be used regularly or is it used intermittently? If you are thinking that MRR customers are shifting towards LTD, you can actually offer them LTD instead of losing them.
All the best!
Definitely used regularly.
But I guess it takes time to set up and get to the "aha" moment.
Your LTD customers are happy campers, but some MRR folks are slipping away. The super-low price of your LTD might be attracting users who aren't fully invested, causing them to bail. But there could be other reasons too. Take a peek at feedback from both groups to figure out what's up.
You might be right there.
Unfortunately, I'm partnering with a shitty platform that wants to control our pricing, I can't just raise prices without being immediately threatened with delisting.
You should have the data to answer that last part.
Could be a different customer segment, people that were better convinced/already know more about the service and how they are going to use it...
Some invest heavily in a gamified onboarding experience to get customers to the magic moment for the service
What is the segment of your product? Go to flippa or acquision.com and compare your company with competitors, then you'll have better idea whether your churn rate is low or on par with industry standards. Some people just need it for a few months at a time. Could be that your product is being seen as too expensive.
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