churn-prevention

A cancel flow follows the sequence: trigger, exit survey, dynamic save offer, confirmation, and post-cancel. The exit survey captures the cancellation reason, which determines which save offer to show, such as a discount for price concerns or a pause for low usage.

Failed payment recovery uses a dunning stack: pre-dunning card expiry alerts, smart retries timed by decline type, a 4-email dunning sequence over 10 days, and a grace period before pausing the account. Effective dunning recovers 50-60% of failed payments.

Match the offer to the reason: discounts of 20-30% for price concerns, pauses of 1-3 months for low usage, roadmap previews for missing features, and support escalation for technical issues. Avoid blanket discounts since they do not address non-price reasons.

Yes, the playbook covers provider-specific setup for Stripe Smart Retries, Chargebee retry settings, Paddle managed dunning, and Recurly revenue recovery. It includes webhook events to handle and retry schedule configuration for each provider.

Build a health score from weighted signals: login frequency, feature usage, support sentiment, billing health, and engagement. Scores below 60 trigger interventions like check-in emails, and scores below 40 trigger personal outreach from customer success.

Common mistakes include having no cancel flow, hiding the cancel button, offering the same discount for every reason, discounts over 50% that train cancel-for-deal behavior, and ignoring involuntary churn. Regulations like the FTC Click-to-Cancel rule require cancellation to be as easy as signup.