churn-prevention

Structure the flow as trigger, exit survey, dynamic save offer, confirmation, and post-cancel steps. Use a single-question survey with 5-8 reason categories, then map each reason to a targeted offer such as a discount, pause, or downgrade.

Use a dunning stack: pre-dunning card expiry alerts, smart retries over 7-10 days, a four-email escalation sequence, 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, 1-3 month pauses for low usage, roadmap previews for missing features, and support escalation for technical issues. Avoid blanket discounts for every reason.

Yes, the Skill covers provider-specific setup. Stripe Smart Retries uses ML-optimized retry timing, Chargebee and Recurly have configurable built-in dunning, and Paddle manages retries automatically with limited customization.

Build a health score from weighted signals: login frequency, feature usage, support sentiment, billing health, and engagement. Score accounts 0-100 and trigger interventions like re-engagement emails or personal outreach for at-risk tiers.

Avoid hiding the cancel button, offering the same discount for every reason, discounts above 30-50%, and guilt-trip copy. Regulations like the FTC Click-to-Cancel rule require cancellation to be as easy as signup.