You Need to Stop the Bleeding—Now
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Those customers about to churn in Q1? Customer Success won’t save them. It’s too late for that. CS works when you set customers up for success from day one—through a seamless handoff from Sales, proper onboarding, and continuous engagement tied to their goals. That’s what leads to retention and drives LTV and NRR growth. But for whatever reason, that stuff didn't happen in 2024… and now Q1 2025 is here, and it’s going to be bad if you don't do something. Forget the ideal: you need urgent tactics that keep customers from leaving. You need to protect revenue—and possibly your job. I hate that we’re in this spot, but reality doesn’t care. Listen, I talk a lot about proactive, customer-centric growth. But in truth, I spend a huge chunk of my time helping companies save at-risk customers. I help them take this low-percentage play—last-minute saves—and turn it into something that works. On January 15, I’m hosting a Zoom workshop— two sessions covering most time zones —showing exactly how I do it. It’s not pretty, and you might hate it. But it works, and right now, you need it. Welcome to 2025. —Lincoln P.S. Got a team of 5 or more who should attend? Email me and let’s talk. .... |
Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
The "UI Sludge" tactics to Deflect, Distract, and Delay cancellations sparked interest during the Customer Save workshop—but applying them to higher-touch B2B Enterprise without in-app cancel flows left some scratching their heads. To clear this up, I created Applying Cancel Sludge in B2B Enterprise—a guide showing exactly how to make this work in your context. You’ll get this new guide along with: The full 2-hour workshop replay 45-min Q&A How to Save Customers eBook (20 pages) Example...
TL;DR - You missed the "Save Customers" workshop. Buy the workshop replay here. You'll get instant access. Stop churn in Q1! The two “Save Customers” workshops were packed with high-impact, no-nonsense tactics to stop churn in Q1. We spent two hours breaking down actionable strategies and another 45 minutes in Q&A to tackle real-world challenges. And you missed it. I showed how a single system-generated email can trigger cancellations—and exactly how to fix your cancel flow to stop churn. We...
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 TODAY, 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 Meetings that Actually Work, so go find that if you missed it. Today, I’m going to talk about why leading with discounts or downgrades won’t save your customers—and what will. If a customer is on...