Dunning automation vs account management
Quarterly Learnings Report: Customer stories and lessons learned, delivered quarterly
"You're the experts. You know what's working for other clients like us. How can we get the best process possible?”
Churn Buster has grown a lot lately in ways that make it a more powerful, targeted platform to reduce your passive churn.
In conversations with you, we see the value of designing a dunning process that aligns with your customer demographics, brand guidelines, and business model.
We’ve also learned that some of our clients would like Churn Buster to be more involved in driving optimizations behind-the-scenes.
How about you? Would you prefer to be more hands-off with Churn Buster, or do you like to be in full control?
I decided to make this learnings report about learning from YOU.
To give you an idea of how this could benefit you, imagine a mix of programmatic automation (Churn Buster the app) and more involved account management (Churn Buster the team)—without putting every single decision back on you and your team.
Here are some examples of recent account-level optimizations:
- After observing a specific email with poor customer response, CB ran a test to apply a winning subject line and give a substantial lift to an underperforming touchpoint.
- One company was looking for evidence whether certain products were retained at a different rate than others. CB added custom data fields that let them hone in on the specific passive churn analytics they've been looking for.
- A high-value alert notified a company that a customer (worth 5x their average order value) did not have good contact info on file. Although the company loves that CB runs in the background without requiring their team’s involvement, this was a chance to step in and save one of their most valuable customers.
- Campaign data revealed an opportunity to recover more customers by lengthening the campaign window slightly. After just a few months, the client could already see the aggregated, incremental gains from this behind-the-scenes update.