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As a user, those emails have sometimes had a negative effect for the company emailing me. Something they send me reminds me that the program exists, that I'm st
by archon 14y ago
As a user, those emails have sometimes had a negative effect for the company emailing me. Something they send me reminds me that the program exists, that I'm still paying a monthly fee for it, and that I really don't use it very much at all.
But in all fairness, I doubt anything they could have said or offered would have changed my mind at that point. It was just a matter of when I cancelled, not if.
- karterk 14y agoThe reason for emailing you could also be to find out why you aren't using the app. Even if one ends up closing the account as a result, the information gained is valuable for improving the product.
- scott_w 14y agoI think your last sentence is important - you were already gone, it was just a matter of time. If the numbers work such that losing 1% of customers means keeping 3% i.e. the email prompts them to leave/stay respectively, then it's worth sending. Getting rid of low-value users - in this case those not playing - can have long term benefits of focusing the business on getting more custom instead of getting comfortable on revenue that may disappear at any point.
- rfergie 14y agoStochastic Solutions have several papers about this problem: http://www.stochasticsolutions.com/papers.html http://www.stochasticsolutions.com/papers.html In a subscription business who can be saved, who will leave regardless and then the tricky group of people who will leave if they get a sales call?
- thibaut_barrere 14y agoThis looks really interesting - thanks for sharing!