Arijit Bose

Talesmith, Prophet of Chargebee, and Friend of Pizza.

The Role of Automation in Improving Cancellation Experiences

The late-2022 SaaS multiple compression is symptomatic of a mindset shift in the industry – that stability is, for now, more important than growth. Investors value companies based on net-dollar retention (NDR) and the Rule of 40, as rising interest rates and shrinking purchasing power put net-new sales under pressure. Moreover, new regulations from California …

Customer Exit Surveys: Best Practices, Questions and Types

All SaaS companies grapple with the uncomfortable reality of customer churn. If only you knew (for sure) why your customers were leaving, you’d pull out all the stops to fix the leaky bucket. A customer exit survey, a common tool to collect feedback from existing customers, can help tell you what pain points require immediate …

How to Use Cancellation Surveys to Reduce Churn

Most businesses treat customer cancellation surveys as a means to collect terminal customer feedback, without realizing how important it is in supporting your retention engine at the moment of cancellation. Sure, the analytics is a great assist against possible future churn. But, there are more immediate impacts that often go undetected, and hence, underutilized. More …

3 Cancellation Flow Examples to Reduce Customer Churn

Often, the difference between a customer with churn intent and a truly disgruntled ex-customer, is the fine thread we call the ‘cancellation flow.’ It is your Hail Mary(!), the  final attempt at winning back your customer’s trust when all else – which is to say ‘their experience with your product’ – has failed. It is …

Why are customers canceling? Top reasons and how to prevent it

You’ve probably heard (or found out the hard way) how much more expensive it is to acquire a new customer than to retain an existing one. You’re also aware that churn is among the critical metrics for profitability, and customer retention is crucial to expand the lifetime revenue (LTV) of acquired customers. By some accounts, …

The Billing Wars: Starring The Finance and Dev Teams

It was the end of the month.  At a late-stage VC-backed business we currently work with, the finance and development teams locked horns in an accountability battle – a chaotic ‘Billing War.’ Spears were flung, and shields were raised. The finance team was agitated by the inaccuracies of an archaic billing system the developers had …