Treat them like a paused customer that may come back.
…
A great SaaS CEO recently said to me, “For every customer we lost in the early days, we actually lost them 3 more times. Because our contact went on to another company — and didn’t buy us there. Or the next time.”
Treat a lost customer as a customer just taking a pause. Maybe even as still a customer. Just an inactive one.
It’s a journey. Maybe they come back in a year or two. Maybe they never come back, but go to another company, and deploy you there.
We often read about onboarding, and to reduce chrun rate. We rarely see articles on how to deal with churn, from business perspective and the offboarding. Sarah Khan wrote a beautiful post on *offboarding UX* in this UXBooth post: https://www.uxbooth.com/articles/offboarding-how-and-how-not-to-end-relationships-with-users/