Baremetrics reduced churn by 68% in just one month

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The Curse of Knowledge is a cognitive bias in which a person communicating with others unconsciously assumes that the person they are communicating with has a background of understanding. When you develop software or any product, it's easy to assume that your product will be easy to use for most users; however, this is not always the case. When people continue to encounter obstacles in using your product

they would ratherand don’t want to go through the trouble of asking for help. By creating educational B2B Email List materials on how to use your product and making it easy for users to find them, you can significantly reduce customer churn. A case study from payments and subscription analytics company Baremetrics shows how important it is to ensure users understand what a product does and how to use it.

With user churn at 10% and revenue attrition at 13.1%, they decided to take a series of steps. Churn vs. Revenue Churn Chart These changes include better educating users on how to use the product by: Expanding the company’s help desk. Create more educational webinars Adjust the timing of lifecycle emails to better meet customer needs. Manually contact customers to ensure they understand how to use the product. As a result of these changes.