Everything You Wanted to Know About Involuntary Churn with Butter Payments’ Vijay Menon

Episode 71 April 24, 2024 00:37:58
Everything You Wanted to Know About Involuntary Churn with Butter Payments’ Vijay Menon
Subscription Stories: True Tales from the Trenches
Everything You Wanted to Know About Involuntary Churn with Butter Payments’ Vijay Menon

Apr 24 2024 | 00:37:58

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Show Notes

One of the great mysteries for me is why so many otherwise sophisticated companies don’t focus on involuntary churn. Also known as passive churn or accidental churn, involuntary churn happens when a payment issue raises a flag that causes a merchant to cancel a customer’s subscription. In 70% of these cases, there is no fraud, so the company is literally turning away excellent customers.

Involuntary churn routinely impacts about 10% of Annualized Recurring Revenue (ARR), according to some estimates. In today’s episode, Vijay Menon, founder and CEO of Butter Payments, and I discuss what drives involuntary churn, why so many companies underinvest in this problem, and some key tactics to drive revenue growth through better payment management.

 

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