Reach out to subscription customers who might churn due to a billing problem and retain 0.5% revenue

Some churns are decisive cancellations, but others are fade-outs. Customers forget to update their credit cards or addresses, and won’t think to correct the outdated information to remain subscribed — unless you intervene.

Who does this? BattlBox

Why 0.5% lift? On average, you’ll retain 20% of customers who would have left via passive churn. If you assume a 2% involuntary churn, you can retain 0.4% of your revenue.

How to implement this tip? When a customer’s card fails on the renewal date, start a predetermined process: run additional attempts on the card, send automated emails from multiple team members, and even text message the customer to prevent passive churn. Export a list of the still-failed renewals and begin the outreach process with multiple personal emails if necessary.

If you don’t have a subscription service, set up post-purchase flows to drive repeat customers by following the recommendations in step 12.

📚 Get more context and in-depth tips in our article on customer churn.