Urgent but Unspoken Save Tactics
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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. Drastic times call for drastic measures. This step is all about taking immediate action using emergency tactics that can stop churn in its tracks. Whether it’s leveraging the Deflect, Distract, Delay method, employing dark patterns and "cancel flow" sludge, or even taking advantage of temporary regulatory gaps like the FTC’s new "Click to Cancel" rule not being enforced until May 2025, these measures are not for the faint of heart. Please note: these are NOT customer-centric, but are reserved for those dire situations where saving the customer at all costs is the priority. Like, if you don't save customers you lose your job, the org gets fired, or your company goes out of business. These tactics demand precision and an understanding of the psychology behind customer - human - decision-making. Used recklessly, they can backfire and cause long-term damage to trust and brand reputation. In the workshop, we’ll break down these emergency measures, explain when to use them, how to mitigate risks, and why knowing their limits is critical. Learn more and sign up for the workshop here. Tomorrow, I’ll send you an email on the next tactic: Save the Right Customers, Ignore Others. 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
Our next Customer Onboarding training starts tomorrow, Tuesday, April 22, 2025. Learn more about the program and sign-up here. Onboarding is arguably the most important customer lifecycle stage. In this program you'll learn how to get your new customers to do the things they need to do to get this still-fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team). Specifically, we'll cover: Lifecycle stage metrics Handover management...
Our next Customer Onboarding training starts on Tuesday, April 22, 2025. Learn more about the program and sign-up here. Onboarding is arguably the most important customer lifecycle stage. In this program you'll learn how to get your new customers to do the things they need to do to get this still-fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team). Specifically, we'll cover: Lifecycle stage metrics Handover management Time...
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...