List Slipping Away Users

What’s this and how does it benefit your business?

The idea of your customers stopping using your product may sound daunting but, hey, it happens! In today’s competitive SaaS market, the issue of customers slipping away (and then purchasing the product of your competitor) is a real one. The good news is that you can learn to deal with it in a smart way!

But how do you define a “slipping away” customer? Simply put, it’s a customer who is gradually becoming inactive on your platform. Typically, there is a transitional phase when the customer starts using your service less and less until they stop using it altogether. 

Imagine that, instead of a SaaS business, you run a gym. One of your customers, Laura, starts missing fitness classes because her child is sick. When her child is better, you notice that Laura doesn’t show up at the gym as often as she used to.

Maybe she got into the habit of working out at home. Or she found a running buddy and seems to enjoy outdoor activity more than working out at the gym. Whatever the reason, Laura is exactly what you would define as a slipping-away customer.

It’s crucial that you take action in this timeframe when Laura has just started showing up less frequently and before she stops coming to the gym for good. In other words, before she finds a workout alternative or another gym with a cheaper membership. 

You can send her a follow-up email or call her, saying that you noticed her attending classes less frequently and maybe offering her a discount or special perk to win her back. 

Your SaaS customers will slip away for different reasons, but the mechanism is basically the same. The sooner you realize that you’re losing your customer, the sooner you can take action and the more chances you have at winning them back.

This report helps by giving you access to real-time data about your slipping away clients so you can send that follow-up email as soon as possible, before it’s too late.