Make renewing frictionless and proactive so customers don't have to think about it whilst you spot risks early enough to address them.
Renewals shouldn't be surprises. Customers who forget renewal dates or face unexpected price changes churn. Strong renewal processes start 90 days before expiration confirming value delivered, discussing any concerns, and making the renewal decision obvious. For subscription businesses, auto-renewal with advance notice works best. For contract businesses, proactive outreach 60-90 days early allows time to address objections. This chapter shows you how to design renewal processes that make staying easy, communicate value before the renewal conversation, and handle objections that might block renewal.
Identify churn patterns, build early warning systems, and create win-back campaigns for customers considering leaving to salvage relationships.
Most churn happens in the first 90 days when customers don't see value fast enough. Strong onboarding proves value early. Feedback loops surface problems before they become cancellations. Health monitoring spots at-risk accounts. Make retention systematic, not reactive.
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All in one CRM with marketing, sales and service, strong when you want one system that teams adopt.
Customer.io sends targeted messages across email, SMS, and push notifications triggered by user behaviour and product data for SaaS companies.
Collaborative design for interfaces and assets excellent for landing pages, ads, and prototypes when marketing and design need alignment.
Calculate what percentage of customers renew subscriptions to measure product-market fit and customer success effectiveness at delivering ongoing value.
Proactively help customers achieve desired outcomes to drive retention and expansion by ensuring they extract maximum value from your solution.
Determine how to charge for products and communicate value to maximise willingness to pay whilst remaining competitive and supporting desired positioning.
Combine usage, engagement, and satisfaction signals into one metric that predicts churn risk so customer success teams prioritise accounts needing intervention.
Measure the percentage of customers who stop paying to identify retention problems and calculate the true cost of growth in subscription businesses.
