Stop Churn using Tactical Timing
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TL;DR - This daily email series - 7 ways to take control of churn in Q1 - is what we'll cover in the "Save Customers" workshop on Jan-15 (16 in Australia). It's good stuff on its own; it's better if you come to the workshop and get the details. Yesterday, I sent you an email with the subject When to engage; when to ghost 'em, so go find that if you missed it. Today, I’m diving into tactical timing—an incredibly effective tool for keeping customers from canceling. Time scarcity is one of the most powerful ways to stop churn—just not in the way you might think. Used carefully, renewal deadlines and contract terms can create urgency, making renewing far easier than canceling. When applied effectively, time-based pressure turns external deadlines into decisive action. This tactic is so effective, it became a turning point in my career. I once quit a job because the way it was being used didn’t align with the values I believed in for Customer Success. Fast forward to 2025, and my perspective has evolved. The reality is, when churn is an immediate threat, tactical timing can act like superglue to seal the wound. It’s not elegant, but it works. Learn more and sign up for the workshop here. On Monday, I’ll send you an email on the next tactic: Escalate to Save 'em. Have a great weekend! ~ 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 ~...