How to Reduce Customer Churn: SaaS Crisis Survival Guide

The article discusses strategies for reducing customer churn in the context of a crisis, such as the COVID-19 pandemic, which has significantly impacted many businesses. It provides examples from successful SaaS companies like Zoom, Harvest, and Gusto on how they have managed to retain customers by offering alternatives to cancellation, collecting feedback, and providing incentives. The article also emphasizes the importance of understanding user motivation, building a customer journey map, using microsurveys for churn detection, and focusing on habit-driven engagement. It suggests that being proactive in encouraging user feedback, applying smart UX design, and measuring results can help companies reduce churn during challenging times.