Save the Right Customers, Ignore Others
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TL;DR - This daily email series is what we'll cover in the "Save Customers" workshop on Jan-15 (16 in Australia). It's good stuff on it's own; it's better if you come to the workshop and get the details. Yesterday, I sent you an email with the subject Urgent but Unspoken Save Tactics, so go find that if you missed it. Today, I’m going to talk about Prioritizing At-Risk Customers for Immediate Action. You have to go beyond simply identifying at-risk customers. You already know who those are anyway. Now it's a matter of what to do with that information. The key here is tactical prioritization. You don't have unlimited time, and not all customers are worth the effort—and some may even warrant being ignored or ghosted altogether. This step is about identifying where your efforts will have the most impact and taking deliberate, focused action to save them. It’s not just about who’s at risk—it’s about understanding why. Some customers may be salvageable with immediate intervention, while others could represent lost causes disguised as opportunities. Knowing the difference can be the line between wasting time and protecting revenue. But here’s the catch: it’s not just about their fit as a customer, but how their risk aligns with your broader retention objective—this is where prioritization truly becomes transformative. In the workshop, we’ll dive into specific prioritization techniques, including how to identify high-value accounts, assess fit, and decide who to engage—and who to ignore or even let churn. Learn more and sign up for the workshop here. Tomorrow, I’ll send you an email on the next tactic: When to Engage; When to Ghost 'em. Stay tuned! ~ Lincoln BTW: We're doing two sessions on Jan-15 (Jan-16 in Australia) that cover most time zones. So you don't have an excuse to not join live. Learn more and Sign-up today. .... |
Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
TL;DR: We're running "Save Customers Now!" workshops again—PLG on April 15 and Enterprise on April 17. Stop churn immediately in Q2. I just got this email from a CS leader: "Lincoln, I'm freaking out. With everything going on—economic uncertainty, customers tightening budgets, chaos everywhere—churn is gonna hit us HARD in Q2. Are you doing another 'Save Customers' workshop soon? Fingers crossed." Bad news: I've heard similar messages from several CS leaders already. Good news: "Save...
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