When to engage; when to ghost 'em
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TL;DR - This daily email series - 7 ways to take control of churn - 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 Save the Right Customers, Ignore Others, so go find that if you missed it. Today, I’m going to talk about deciding when to contact at-risk customers... and when you should ignore them. Remember, this is NOT about Customer Success or long-term customer-centric growth. Sometimes, the best way to engage at-risk customers.... is not to. Ugh, I hate that. But here we are. Overhauling engagement frequency doesn’t always mean increasing touchpoints—in some cases, it means going silent. Reaching out to at-risk, inactive or "zombie" customers might inadvertently prompt churn instead of preventing it. At this very precarious time we don't want to remind them that they're paying us but not using or getting value from our service. Of course this is an age-old question: do you remind inactive users they’re paying you and risk churn? From a customer-centric perspective, where engagement focuses on long-term success and growth to maximize LTV, the answer is yes—you engage. But when you’ve failed to engage, and the stakes are this high, the calculus changes. Sometimes, saving the customer and protecting the revenue means stepping back and staying silent. In the workshop, we’ll walk through how to adjust your engagement strategy, including when to double down on communication and when to pull back entirely. Learn more and sign up for the workshop here. Tomorrow, I’ll send you an email on the next tactic: Stop Churn using Time Scarcity. 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 ~...