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 to decline type, a 4-email escalating 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, subscription pauses for low usage, roadmap previews for missing features, and support escalation for technical issues. A blanket discount fails to address non-price reasons.

Yes, the dunning guidance covers Stripe Smart Retries, Chargebee retry settings, Paddle's managed dunning, Recurly, and Braintree. It includes provider-specific setup steps, webhook events to handle, and card updater service configuration.

Build a health score from weighted signals: login frequency, feature usage, support sentiment, billing health, and engagement. Customers scoring below 40 are critical and warrant personal outreach, while scores of 40-59 trigger intervention campaigns.

Common mistakes include having no cancel flow, hiding the cancel button, offering the same discount for every reason, discounts deeper than 50%, ignoring involuntary churn, and guilt-trip copy. Regulations like the FTC Click-to-Cancel rule require cancellation to be as easy as signup.