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
I can tell you’re scared by how you talk about customers, how you do Customer Success, and—most of all—by your numbers. If everything is about ‘saving’ customers, I already know you have a scarcity mindset. Any growth you get is from brute force net-new sales to offset churn and contraction. Any expansion that happens? It’s in spite of your efforts, not because of them. Meanwhile, companies that actually grow do things differently. ✅ From Day 1, customers are on an ascension path.✅ Customers...
I watched a company exec get hyped about the latest shiny GTM motion. And I’m just like… You realize you’re sitting on $1.6M in NEW ARR from your existing customers, right? Your revenue isn’t scaling because you’re ONLY trying to grow by bringing in new customers. And after you paid to bring them in, you just “manage churn.” 🚨 If expansion isn’t part of your GTM, you don’t have a growth strategy—you have an anti-shrink strategy. Why would you ignore the easiest, most predictable revenue in...
Every customer either expands or drifts toward churn. If you’re not engineering revenue growth, you’re just managing decline. 📌 See how one SaaS company stopped leaving expansion to chance—and unlocked $1.6M in ARR in a single quarter! 📩 Download the PDF Case Study here. 🔥 Already have it? Read it. Then ask yourself: Are you doing this in your business? 📅 Book a call—let’s see if I can help you unlock revenue growth in Q2. I have limited availability. Don’t wait. Have a great weekend ~...