01/26/2024

Six Common Pitfalls to Avoid When Launching a Customer-retention Strategy

Retention programs can go wrong without a focus on key areas

If you run a subscription-based software company, you may want a customer-retention program that delivers renewals on time, with a price upsell, and with happy customers. However, landing all three is easier said than done.

I was sharing a meal recently with a customer success executive talking about customer churn and how they are dealing with new types of issues since taking ownership of customer retention. They discussed challenges with customers' understanding of contracts even after having signed a renewal, and how their goal was to protect revenue at all costs. This is the essence of subscription-based customer retention efforts, protecting your revenue and driving recurring subscriptions.

To protect revenue and keep subscriptions for the long haul, I have outlined six pitfalls to avoid when launching a customer retention strategy.

Please select this link to read the complete article from Inc.