churn-prevention

Build a five-step flow: cancel trigger, one-question exit survey, dynamic save offer matched to the cancellation reason, clear confirmation, and post-cancel follow-up. Keep the continue-cancelling option visible at every step to stay compliant with FTC click-to-cancel rules.

Use the dunning stack: pre-dunning card expiry alerts, smart retries timed to decline type and paydays, a four-email sequence over 10 days with escalating urgency, then a grace period before pausing the account. Stripe Smart Retries automates optimal retry timing.

Match the offer to the reason: 20-30% discounts for price concerns, 1-3 month pauses for low usage, roadmap previews for missing features, and support escalation for technical issues. Avoid discounts above 30%, which train customers to cancel for deals.

Build a 0-100 health score from weighted signals: login frequency (30%), feature usage (25%), support sentiment (15%), billing health (15%), and engagement (15%). Accounts scoring below 40 get personal outreach, while 40-59 triggers intervention campaigns.

Yes, the Skill includes provider-specific setup for Stripe, Chargebee, Paddle, Recurly, and Braintree, covering smart retry configuration, dunning email settings, card updater services, and relevant webhook events like invoice.payment_failed.

Common mistakes include having no cancel flow at all, hiding the cancel button, offering the same discount for every reason, ignoring involuntary churn, and using guilt-trip copy. Even a simple survey plus one offer typically saves 10-15% of cancellations.