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retention

Create an Offboarding Flow that Improves Retention

Customer onboarding flows get all the love. Figuring out how to get more users to important milestones, find value, and integrate into their workflow is exciting stuff (for SaaS nerds like us).

But you know what doesn’t get any love? Customer offboarding: all the steps involved in a customer canceling their account and successfully disengaging from the product.

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How Not to Minimize Cancellations [Rant]

If you run a subscription business, cancellations are part of the package. You need to focus on retention to win, but cancellations / churn happen no matter what.

You should minimize cancellations by improving your service and/or getting the right kind of people in the door. Not by making it harder to cancel.

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After the Purchase: Optimizing Customer Retention Through Gamification

TechValidate’s research found that “30% of companies using gamification improved registration conversion rates by upwards of 50%.” But how can we use it to retain more customers?

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What’s on my mind

Hi, I'm Peep Laja—founder of CXL. I'm a former champion of optimization and experimentation turned business builder.

I do a lot of thinking, reading, and writing around business, strategy, and optimization. I send a weekly newsletter with what's on my mind on this stuff.

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