Once you have calculated your company’s churn rate and you have realized that it is too high, you should try to reduce it as much as possible.
We give you some tips on how to achieve this.
1 Analyze turnover to improve your customer service team
Customer churn is inevitable, so you need to analyze it to better understand why your customer has abandoned your service , and prevent that same reason from causing future churns by other customers.
For example, you can ask your customers c level contact list directly what their reasons were for cancelling or abandoning their subscription to gain insight into the most common reasons and find out where you can improve.
2 Educate your customers
If your clients have contracted the services of your product or service, and this requires a minimum level of knowledge to know how to use it, as for example can happen with SAAS, make sure that they have all the tools available to be able to learn and get the most out of it .
If you have a website, you can write tutorials review b and guides so that users can learn, and of course, have a customer service that can instantly answer any questions they may have.
3 Strengthen the sales and support department
Sales reps need to know and understand exactly what your product can solve and the benefits it can offer users. Selling a product above its capabilities can investing in personal development help you get more sales, but it will significantly increase the churn rate and also damage your brand image.
Training sales representatives, as well as the support team, is crucial to ensure that customers do not feel cheated and cancel the service sooner than they should.
4 Feedback at key moments
If you’ve found that customers who don’t use your service or product for more than a week tend to unsubscribe shortly after, reach out to them to re-engage them. Ask them how things are going, if they have any questions or problems, and re-engage them.
If, on the other hand, they have achieved a goal with your product or service, ask for their opinion after achieving it, as they will be more predisposed to offer a positive review.
