The simple cancel button mistake costing you 15% of your churn
In short
Most SaaS teams treat the cancel click as the end. It's actually the one moment you have a leaving customer's full attention, and a plain "Are you sure?" popup throws it away. Put one screen in front of the cancel button: ask why they're leaving, offer a few real reasons as buttons, and match each reason to a save.
Key points
- Too expensive: offer a pause or a downgrade.
- Missing a feature: show where it is, or that it's coming.
- Not using it: offer setup help.
- Done right, this keeps 10 to 15% of people who were about to churn, and it compounds every month.
