First re-activation from a churned customer
by Kevin SahinSince the launch of ScrapingBee, we've had several churned customers each month. That's sad 😕
Each time we send a personalized email asking for the reason.
Most of the time the answer we receive is something like "I just needed for a one-time project/testing something" so nothing we can really do something about.
But about a month ago, one of our first user that was on a custom plan churned. ðŸ˜
When we asked him by email why did he canceled his plan, he told us he wasn't satisfied with his custom pricing, needed more features on his subscription etc.
🚀 After a quick negotiation, we agreed on a new price and he came back!!
What about you, how do you handle churn? Automatic email? Personal email?
How do you re-activate churned users?
Cheers
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Congrats man! I agree the more personal outreach the better chance you have of keeping the customer.
We recently had a funeral director who was wanting to churn at my funeral webcasting SaaS. I was able to get him to agree to hop on a call with my co-founder and I. After hoping on the call, he said his biggest frustration was that they occasionally have two services at the same time. He hated having to pick and choosing which services they were going to record, so his solution was just don't record the services at all. Once we got on the phone with him, we informed him that it's completely possible to do two services at the same time. He loved that solution. I headed to my local Best Buy, sent him a camera and now he is a happy user who no longer wants to churn.
If you are selling SaaS and your pricing is over $100 I'd highly recommend doing anything you can to make your customers loyal.
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Thank you for sharing your experiences and learnings. I would be interested to learn more about your technology stack - can you share some insights? Thank you
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First of all, don't let such thing discourage you. It's upsetting but it's part of the game. You can't please everybody. Some are satisfied and some are not.
Second point, personal and customized communication is better than automated. But it depends on the volume, if you have too many churning maybe you need automation.
Finally, you need to keep catching new comers so if you have more coming than leaving, the wheel can still move forward and you can take all the time you need to improve your product.
Good luck!
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Awesome!!
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This comment was deleted 4 years ago.
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Thanks for your answer :)
It's super interesting, is your product B2C ?
It seems hard to apply for a B2B product, especially an API.
Right now we "only" have 50 paying customers so the churn sample isn't statistically significant I think to extract "patterns" before the churn occurs.But what we could apply in our case I think is maybe nurturing, or asking for a call automatically if we detect something wrong to talk with our customers before they churn.
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This comment was deleted 4 years ago.
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