Check out the full writeup here.

Topics discussed in this episode:

Drive automation to form as many connections as possible

• Segmenting clients is the first step in retaining them. Different clients have different MRR and different needs. Utilizing automation tools to determine segments will cut time spent in figuring out customer problems to get quicker answers.

Gather information in the cancellation flow

• We talk a lot about adding friction to the cancellation process but Maja illuminated that often times different segments require different cancellation processes. It might be better to reach out to enterprise level clients preemptively whereas smaller to medium customers require help from support at the point of cancellation.

Be proactive about term optimization

• If you have a customer for a few months and usage looks good, you can use push notifications or emails to ask them if they’ve considered upgrading. Using a discount is a great way to get folks to upgrade as well.

This is a ProfitWell Recur production—the first media network dedicated entirely to the SaaS and subscription space.