For small SaaS, do you handle churn by yourself or through a 3rd party service?
Hi y'all!
I just learned about companies such as:
Baremetrics
Profitwell
Gravy
and a few others.
To be honest, I think they are expensive for small SaaS companies.
But maybe, that is because small SaaS doesn't care too much about handling/preventing churn at the beginning, since there is so much to be concerned about it (growth, product-market-fit, etc...)
For those with a business up and running. What do you do about this? Do you handle churn somehow? 😀
Example:
- Using one of those (or similar) companies
- Own implementation where you sent an e-mail to the users who left or something happened and the payment didn't go through.
I do believe there is space in this area to offer this sort of service.
What do you mean by handling churn? Do you mean the churn exit type surveys, or the dunning emails which are sent to users who's payments have not gone through?
@td_evans Thanks Evans, I updated the post. Anything? Do you use one of those companies? Do you listen to the failed payments and send something to the user?
So Stripe by default has dunning emails and retries which are sent out for failed payments. Clearly they won't be advanced as the specialist tools but I'd recommend those for people starting out.
In terms of churn surveys when someone actively cancels and you want to find out more, these are relatively simple to do in an MVP way too as it's just collecting data by a form...
We do both in house using Stripe's webhooks for the emails, and with our own PHP form for the latter.