ABOUT THIS EPISODE
In this episode of Subscription Ecommerce Live, co-founder of Churn Buster Joelle Goldman taught us why you need a subscription retention strategy and how to implement one that achieves results.
We discussed:
- What the lowest-churn companies do to extend subscriber lifetimes (and LTVs)
- Common misconceptions about passive churn, and a better way to think about retention
- What's the lowest-hanging fruit in churn reduction (what you can do to immediately reduce churn)
- What you can do to optimize retention over time
About Joelle:
Joelle is co-founder of Churn Buster, a SaaS company that helps subscription ecommerce brands reduce churn. Specifically, Churn Buster manages the retention process after a recurring payment fails to go through. After nearly 10 years and over $5 billion in subscription revenue under management, Joelle has seen a thing or two about what makes a solid subscription program, and the key differences between high-churn and low-churn companies.
If you learn something from this discussion, we'd love to have you join us next time. Learn more about this series here: https://liveseries.getarpu.com/
This series is brought to you by GetARPU.com, which helps subscription sellers make more money and retain more customers with upcoming shipment notifications that offer 2-click upsells and delays. Check us out if you want to provide an amazing experience for your subscription customers. (Syncs with ReCharge (Shopify + BigCommerce).
Timestamps
0:00 Subscription Ecommerce Live Intro
3:25 Joelle’s experience with retention at Churn Buster
6:06 What Churn Buster does
8:37 What the lowest-churn companies do to extend LTVs
11:40 The most photographed slide at ChargeX: Company A VS Company B
18:55 Why defaulting to Subscription isn’t a one-size-fits-all solution
23:05 Common misconceptions about passive churn, and a better way to think about retention
26:28 What's the lowest-hanging fruit in churn reduction? (Aka what you can do to immediately reduce churn)
28:35 Best practices for dunning
35:05 What you can do to optimize retention over time
41:05 What’s the biggest reason that your subscribers should stay?
44:41 Where to find Joelle (and start busting churn)
