ProsperStack

Are you ready for the FTC’s new “click to cancel” rule? The updated regulations could mean big changes for how you handle cancellations. Click to cancel requires businesses to make canceling a subscription as easy as it is to sign up, and allow cancellation in the “same medium” used to sign up. The rule applies to almost all subscriptions across media and industries, including SaaS, digital media, ecommerce, gym memberships and more. KEY REQUIREMENTS: - Disclosures & consent - Businesses must provide important disclosures and obtain consumers’ “affirmative consent” before starting a subscription or free trial. - Easy cancellation - Cancellation options must be easy to find, offered in the same medium as signup, and just as fast to complete as signup. - No more call to cancel - If you allow signups online, you must allow cancellation online. Dive deeper into the FTC’s new rule in our compliance guide: https://lnkd.in/g8RUEEcu (Don’t worry, we break it down in plain English.) With the FTC’s new rules coming into effect, providing a simple cancellation process is not just a best practice—it's the law. See how easy it is to launch a complaint cancellation flow that reduces customer churn with ProsperStack.

Autopilot has landed 🛬 We all know that small improvements in retention can lead to BIG increases in growth and profitability... That's why we're so thrilled to announce that AI Autopilot offers are officially out of beta! You can now perfect your incentives in ProsperStack with AI by letting Autopilot create and test offer variations, refining over time to maximize your results. Because the little things do matter. 👉 Learn more here: https://lnkd.in/gw_dtbFn

We're grateful for amazing customers like pliability who are seeing real results with our retention solution! Thank you for the shout-out, Stefano Scalia, it means a lot to our team. Anyone leading growth or retention initiatives in this subscription economy, drop a comment or message to learn more! #retentionmatters #saas #customersuccess

Product-led growth is a lot of fun... until it isn't. When you're getting 100s of signups a month, it's really easy to ignore churn—you know it's there, but it's not *the* big problem (yet). You should be optimizing for acquisition as a growth-stage startup. At the same time, you can't afford to keep churn on the back burner for too long... I see it happen all the time. Founders wait until churn becomes a thorn in their side to take it seriously. They wake up one morning and find their startup at the following inflection point: > Revenue lost from canceling customers is *COMPLETELY* offsetting revenue gained from incoming customers < Even scarier, they don't even know the main drivers of churn. Since they acquire customers in a hands-off manner, they never learned the finer details about *real* customer needs, pain points, and how their product is failing to address them. Suddenly, runaway growth has turned into runaway churn... You've now got a big problem on your hands—one that'll require significant investment, a company-wide effort, and months (if not years) to get under control. But there's one thing you can do today to start reducing churn in a meaningful way: you can implement a customer offboarding flow. Customer offboarding done right will help your business in two key areas: 1️⃣ You'll begin to understand WHY customers aren't renewing - Is your pricing out of whack? - Is marketing attracting the wrong buyers? - Has a new, lower-cost competitor emerged? - Is there a lack of functionality in the product? - Is there a season where more customers tend to churn? 2️⃣ Then you can take that data, run effective win-back campaigns with it, and begin reducing churn "I left because of price" → 30% off for 3 months "Temporary cancellation" → 90-day account pause "Lacking feature 'X'" → reach out when gap is filled Done right, you can cut active churn by up to 40%. Better yet: what you don't save, you'll learn from—enabling you to make better product, pricing, and re-marketing decisions. Although this is far from being "silver-bullet" churn solution, it's a quick win that drives long-term value. Curious to see what this looks like in practice? Drop a comment (or leave me a DM) and I'd be happy to show you :)

Take your responsibility as a decision-maker seriously when choosing a SaaS product. At pliability, I’m tasked with implementing strategies to reduce churn. Part of that involves evaluating various cancellation deflection platforms—those systems that try to retain customers by offering deals when they attempt to cancel. Yes, they can be annoying. But yes—they’re highly effective. We found a platform that was exceptional. The software delivered, and the customer support was outstanding: real people with real email addresses (not a faceless ticketing system). The team took the time to understand our needs, checked in regularly, and actually implemented our suggestions to optimize our account. Everything was great… until the acquisition. The new owner laid off the entire team, and we were left with a generic email inbox and ticket submissions for support. I received a poorly formatted, copy-pasted email from a remote VP, informing us of the “new process.” When I pushed back, saying this was unacceptable and that I expected a real person for support, nothing changed. So, I did what anyone with purchasing power should do: I moved on. I onboarded a new vendor who prioritizes real customer service. (That vendor is ProsperStack, btw) I can’t support acquisitions where private equity strips away the core value of a company—in this case, the exceptional service—leaving behind a shell of a product while good people lose their jobs. All for a slight bump in EBITA. The margins on SaaS are already sky-high; this is just greed, plain and simple. I’m fortunate to be in a position where I can vote with my dollars. And that kind of voting is one of the most powerful ways to make a difference. Oh, and ironically, the acquiring company later asked if I’d speak at an event about how great their solution was. Funny how there’s budget for events, but not for keeping a great team.

Ordergroove 🤝 ProsperStack Ordergroove recently joined Stripe, Chargebee, Recurly and others as ProsperStack’s latest subscription billing platform integration. Check out our full lineup of integrations here: https://lnkd.in/gv5viWHi

🛑 Before exploring new acquisition channels, do this: 👉 Revise your reacquisition opportunities 👈 It’s easier (and less expensive!) to re-convert a customer that’s *already* solution-aware than it is to convert a new lead. Here's a 4-step framework to get you started: 1. Revise each customer's reason for leaving 2. Segment lost customers based on likelihood of returning 3. Create a tailored incentive to return for each segment 4. Launch win-back campaigns via email Instead of obsessing over the competition and putting more pressure on your product teams, look inward. Not to mention, it's 5-7x cheaper 😉

🤔 Ever hear the saying, "Garbage in, garbage out?" It's the classic computer science adage that bad input data leads to bad output data. Customer exit surveys? They're not immune to "garbage" input data, either. For instance, there'll always be a small subset of customers who click on the first or second option of a multiple-choice question, regardless of their real reason for canceling... ... leading to (you guessed it) "garbage" output data. 🗑 Fortunately, there's an easy way to combat this: ↳ 𝘽𝙮 𝙞𝙣𝙩𝙧𝙤𝙙𝙪𝙘𝙞𝙣𝙜 𝙧𝙖𝙣𝙙𝙤𝙢𝙞𝙯𝙖𝙩𝙞𝙤𝙣. Randomizing the order of multiple choice options presented to customers helps prevent display order from skewing answer data. And with better customer departure data, you'll be able to: → save more customers at the point of cancellation → better segment your future winback campaigns → generate precise product insights at scale Garbage out, next-level business insights in. 💡

😬 The subscription model isn't all smooth sailing... Sure, it provides plenty of built-in advantages—like more predictable revenue streams and the chance to create long-term customer relationships. But to achieve this, retaining customers becomes essential—and getting this right requires significant investment of time and money. Early on, a small team can manually monitor the success of a handful of clients. However, this kind of hands-on approach doesn’t scale... That's why we've written a blog post outlining several customer retention automation solutions. You can check it out here: https://lnkd.in/eax8S-vS

Many people believe that the single best indicator of product-market fit is your customer retention rate. Why? Because if your customers continue to renew, it means they find lasting value in your product. Let's extend that perspective even further... By understanding why your customers leave, you can identify opportunities to improve your product and add *even more* customer value. ^ This is one of the chief benefits of a well-designed cancellation flow. Hosted cancellation flow software like ProsperStack Retain can take it a step further by correlating these cancellation reasons to lost MRR, helping you prioritize improvements based on ROI. 🤝