What do you do with SaaS customers that no longer renew or cancel the product? Are they considered as churned?

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JASON LEMKIN

You put them into a Get Them Back bucket and re-market to them with a dedicated program.

Customers are often not gone forever. Yes, it’s really tough to lose them. But they may come back if they have a bad experience with a competitor. Or if other things change.

Put them in a dedicated marketing bucket for Reacquisition. They’ll need special webinars, content, and offers focused on ex-customers.

It’s worth it if you are going long.

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Published on April 13, 2018

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