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Most intros start with a bio. Mine starts with a number, the one that started this company: 32% increased 90 day subscription retention across 19 different companies in DTC and SaaS.
If a subscription business keeps just 5% more of its customers, profits jump somewhere between 25% and 95%. That single stat pulled me into retention work years ago. I never got back out.
Here's what those years taught me: most churn isn't a product problem. It's an operations problem. The right message usually existed. It just fired at the wrong time, or reached the wrong persor, or never went out at all, because someone would have had to send it by hand. Every day. Forever.
Two more numbers, so you can see the size of it. A generic "we miss you" email wins back 3 8% of lapsed customers. The same list, worked as a proper step-by-step sequence, wins back 12 18%. And up to 9% of subscription payments fail on the first try: customers lost who never chose to leave.
