Dunning: 5 Dos and Don’ts to Minimize Subscriber Churn

Learn the dos and don’ts of dunning, benchmarks, with three case studies to understand how dunning can impact your subscriber retention in this on-demand

DUNNING. It’s that critical subscription business process that minimizes subscriber churn. It’s also that common “insider” term that confuses many because it’s not well understood.

Dunning is the process for smartly and methodically communicating with your subscribers to ensure renewals (and especially expired renewals) are paid. In short, it’s the critical tool in your retention tool kit to minimize churn of your subscribers.

That’s why we invited Recurly’s Edgar Chen to give us a workshop on Dunning and Churn. He shares best practices and what works (and what doesn’t). As Senior Customer Success Manager for Recurly, a subscription billing management platform, he works with many of Recurly’s subscription businesses to reduce churn and optimize dunning programs.

Listen to this workshop to understand:

  • What is churn? What are the types of churn?
  • How does Dunning fit into your strategy to decrease churn in your business.
  • Dunning and Churn benchmarks (across industries, B2C, B2B and different sized subscription businesses).
  • Three case studies on how businesses decreased churn through better Dunning.
  • 5 dos and don’ts for optimizing Dunning and decreasing Churn

On-Demand Playback

Presentation Slides (PDF)

Click here to download the slides.

About Our Experts

Edgar Chen, Senior Customer Success Manager, Recurly

Edgar is a seasoned global Customer Success Manager with a 100% lifetime customer retention rate. Edgar brings over 10 years of experience working in client-facing roles from end-users to C-level, supporting startups to Fortune 100 organizations such as Google, Dropbox, Best Buy, American Airlines, Silicon Valley Bank, Shangri-la Hotels, Hong Kong Shanghai Hotels, GAP, and Live Nation to his role at Recurly. He leverages his operations and customer success background to apply technology, data, and process efficiency to drive customer desired business outcomes. Edgar has lead numerous workshops to guide customers to increase their revenue by reducing churn.

About Kathy Greenler Sexton, CEO, Subscription Insider 

Kathy Greenler Sexton is the CEO & Publisher of Subscription Insider, a media company uniquely focused on the business of subscriptions. Subscription Insider reports on daily subscription economy news and delivers best-practice information, training and research through memberships, training events and conferences. Subscription entrepreneurs and executives representing all sectors of the subscription economy depend on Subscription Insider to improve decision making, team skills and business profitability. Learn more at qa.subscriptioninsider.com and www.subscriptionshow.com.  


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