Top 9 Churn Management Software Solutions in 2024
All subscription-based businesses face the problem of customer churn. Fortunately, churn management software provides a solution.
Customer churn is complex. You lose customers for many reasons, some in your control (like a bad onboarding experience) and others not (like your customer's cash flow issues).
Revealing the causes of churn and which customers have a high likelihood of churning is the domain of churn management software.
What is churn management software?
Churn management software is a technology solution that helps businesses understand, predict and prevent customer churn. This software also helps you improve customer satisfaction levels and customer retention overall.
Features include feedback collection and analysis, machine learning to predict churn, customer success and retention analytics.
Many of your churn management efforts will be a long game, but there are some quick wins, too. A cancellation flow is one of the fastest way to improve your customer retention metrics, and ProsperStack Retain makes it easier than ever to see immediate results.
Types of churn management software
Customer retention activities span the entire customer lifecycle from acquisition to cancellation. Churn management software plugs in along the way and comes in a variety of forms.
Churn prediction
Predictive churn management software uses machine learning algorithms to analyze customer behavior patterns and predict which customers are likely to churn.
This software helps businesses identify at-risk customers and take proactive measures to retain them. It can also help businesses personalize customer communication by providing insights into customer preferences and behaviors.
Notable solutions in this category are Gainsight and Pendo.
Feedback collection and analysis
Feedback collection and analysis software helps businesses gather customer feedback and analyze it to identify the reasons for churn. It can also help businesses identify trends and patterns in customer feedback and take corrective actions to improve customer satisfaction.
Customer success management
Customer success management software focuses on helping businesses deliver a positive customer experience by providing tools to track and manage customer interactions.
It can help businesses identify opportunities to upsell or cross-sell products and services and also help them identify and address customer issues before they escalate.
Retention analytics
Retention analytics software helps businesses analyze customer data to identify the factors that impact customer retention. It can provide insights into customer behavior, such as engagement levels, purchase history and customer service interactions.
This software can also help businesses develop targeted retention strategies to keep their customers.
Features and functionality to look for
When it comes to churn management, having the right software in place is important. But with so many options available, how do you know which one to choose? Here are some features and functionality to look for in churn management software.
Churn prediction and prevention tools
Churn prediction via predictive analytics allows you to see patterns in your churn cycle, offering possible reasons behind the churn and solutions to minimize it. These tools aggregate your data and can use that information to suggest “churn risk” by customer or segment — allowing you to implement preemptive engagement and retention techniques before the churn happens.
Customer segmentation capabilities
This perk is critical to look for in your churn management tool search, allowing you to put personalized customer retention options in place to reduce churn — both for existing customers and new ones. This can take the form of special offers to boost customer loyalty, such as tailored gamification steps and freebies. It can also be a helpful tool to reference as you collect data, allowing you to see who purchases your product.
Customer segmentation can be determined by any identifying factor you want, whether you want to identify customers by phases of their journey, churn signals, sales data or demographics.
User engagement campaign options
Campaigns are one of the best ways to engage customers, allowing you to both engage customers and assess their customer health. You can use campaign data points to further gauge churn signals, giving you the information you need to predict churn and further limit customer attrition.
Integrations
If you’re like many other SaaS companies, there’s a pretty good chance you have other platforms and software in your tech deck. Looking for an option that offers robust integration libraries compatible with your other tools can save you hours (and thousands of dollars spent on third-party intercessors). Not to mention, it’ll keep your team as effective as possible, further impacting your bottom line.
Automatic notifications
Your business moves fast, so cloud-based automatic notifications are important to consider in your selection process. You’ll want the information and data as it is aggregated and submitted, helping you to react as quickly as possible to any needs or gaps.
Reporting tools
Reporting is arguably the single most important tool when it comes to customer retention and anti-churn initiatives. It’s your roadmap to success, making it critical to consider as you work through your software or platform selection process.
9 best churn management software solutions
Not sure where to start on your search? We’ve done the legwork for you. Here are the top churn management tools to consider.
ProsperStack Retain
Trusted by high-volume subscription brands like Nutrafol, Hootsuite, and Roll20, ProsperStack Retain is churn-busting cancellation flow software. Gather actionable insights with a customized cancellation survey and improve retention 10-39% with targeted incentives and deflections.
Because Retain integrates with your subscription billing platform, it can automate everything—without the need for developer time. That means you can be up and running (and saving customers) in days, not months.
It’s simple to get started:
Connect your subscription platform — Connect Stripe, Chargebee, Recurly, Paddle and more to fully automate subscription cancellation, pauses, trial extensions, coupons, etc.
Embed into your site — Seamlessly integrate your new cancellation flow directly into your product with minimal development. Start with our cancellation template based on best practices and customize to your needs by mixing and matching reusable components.
Learn from churn — Collect actionable data from customers who cancel. Make changes at any time with just a few clicks.
Reduce churn with alternatives to cancellation — Automatically present coupons and other incentives to retain customers based on their answers and segments. Optimize with powerful A/B testing, AI Autopilot, customer segmentation and robust reporting.
Analyze and win back — Use the insights you've gathered to improve your product and re-engage churned customers.
It’s time to upgrade your cancel button and start retaining more of your most valuable customers, automatically.
QualtricsXM
QualtricsXM’s claim to fame is its predictive intelligence capabilities and sleek, centralized structure allowing you to quickly determine your customer retention needs. With QualtricsXM, you won’t just simply react to needs. Rather, you can create customer experiences tailored to your segments in-platform.
You’ll have to book a demo call to get your tailored pricing options. However, it’s likely worth your time. The company has supported customer success for names like Adobe, Deloitte, McKinsey & Co., and Accenture — a testament to the quality of the churn software.
Hotjar
Hotjar, since its launch, has been focused on customer data — making customer behavior patterns a key element of strategy as it helps SaaS companies to reduce customer churn. One G2 site review noted that “through the heatmaps and user recording tools, [they] are able to see exactly where the issues are.” Few customer retention software options offer that comprehensive level of problem-solving natively, much less in the visually friendly way that Hotjar does.
Users can sign up for free and instantly access installation support, integration libraries and more — making this a great option for SMBs looking to experiment with their customer success platform setup and experience. The service is used by titans like HubSpot, HelloFresh and more — giving you the assurance that several have gone before you (and won as a result).
Zendesk
Zendesk is a fully-fledged customer success software that maximizes customer retention by collecting customer feedback. It offers a sleek, unified workspace that is designed to increase productivity. As a result, many report that it has little to no learning curve — and they also appreciate the extensive integration library with over 1,000+ tools to choose from.
The platform won the G2 award for the Best Software title in 2023, making it a platform to watch if you want a customer-communication-heavy option. Plans start at $55/month annually — an affordable price point for many SaaS startups and enterprises alike.
ChurnZero
If you’re looking for simplified customer health score data, automation and in-app communication opportunities, ChurnZero is the tool for you. It offers integration opportunities with your most-loved platforms (think Salesforce, Microsoft, Stripe and more) and can be set up in a matter of days. It’s a favorite across hundreds of clients on Capterra and G2 and is a recognized Green Places sustainable company as of 2022.
Pricing options can be obtained through their team-led demo calls. While possibly inconvenient, it allows you to fully tailor your experience, should you choose them as your vendor.
SubscriptionFlow
Looking to harness the power of AI in your churn management strategy? Check out SubscriptionFlow.
It’s a little above and beyond specific churn management software, as it covers payment processing, recurring payments (like subscriptions) and comprehensive reporting that gives you the extra lettuce and tomatoes. However, if you’re looking for a catchall tool that minimizes churn rate while covering those other categories, you’ll enjoy what SubscriptionFlow offers.
They offer a range of payment gateways and integrations and serve a global clientele. The best part? It’s PCI-compliant for an extra layer of safety as you go. Pricing begins at $99/month if billed on an annual basis.
Userpilot
This service caters more to those looking for help on the execution side — offering you an extensive range of opportunities to analyze feedback, proactively create incentives for different customer segments and opportunity to tailor the user onboarding experience. It’s dominated G2 globally in 2023 alone and offers a 2-week free trial for SaaS leaders who may be on the fence.
Pricing starts at $249/month when paid annually, making it a pricier solution than others at the time of writing. However, it’s more comprehensive natively when building out the solution(s) for your clients, possibly justifying the investment.
Mixpanel
Mixpanel offers your team beautiful, graphic-forward flows and solutions, focusing specifically on optimizing their experience at a customer journey level. This is particularly helpful for those in the startup phase or who wish to take the time to map it out. They’re known for this across the SaaS space, serving clients such as Pinterest, Uber, TalkSpace and Thumbtack (just to name a few).
Beyond the mapping, the service also offers a moderately-stacked library of integrations, grow-as-you-go infrastructure and competitive reporting and analytics suites for your future use. You can start for free, paying $20/month once you hit 100M monthly “events.”
Baremetrics
Baremetrics is known for its colorful, easy-to-read dashboards. It’s popular with SaaS companies and known for lightning-fast automatic updates, high-quality analysis and single-click integrations. One customer noted that it was “absolutely invaluable and miles ahead of doing it in spreadsheets.”
Pricing is based on your MRR. You can check your eligibility or contact sales for a more direct and accurate answer.
How to choose the right churn management solution
Churn management software can help you identify the reasons behind customer churn and take appropriate measures to reduce it. But with so many options available, choosing the right one for your business can be overwhelming. Let’s review the essential factors when selecting a churn management solution that meets your unique business needs.
Be budget savvy
When choosing a solution, try to choose an option you can easily pay for if your income is halved. This ensures you won’t churn out yourself and takes stress away from the growth process as you scale.
Think about your day-to-day UX
Your user behavior matters, too. Huge, sprawling solutions seem great — until you actually have to fight your way through day by day. While this doesn’t mean you need to sacrifice comprehensive insights and churn risk analysis for user experience, it does mean you should choose a solution you won’t mind using daily — even if it’s not entirely set up and personalized yet.
Speaking of setting up…
Consider your customer service options
Don’t forget to check your available branch(es) of customer support and evaluate how it will fit in your overall customer experience landscape. Email- or ticket-only options don’t often cut it, especially as you set up. Ideally, you should at least have access to phone lines or chat support in addition to your average email or ticket flow.
Leveraging churn management software for business success
Ultimately, when searching for a churn management program, you must complete extensive due diligence to ensure you understand the tool and the company behind it. It should feel like a true partnership in which the solution provider is arming you with their knowledge and expertise to help you create a program to drive down churn and grow revenue.
Properly used churn management tools can double your revenue and support your business’ sustainability and brand perception. With ProsperStack’s hosted cancellation flow, you can start retaining more customers in a matter of hours, driving down your churn rate and growing revenue.
Schedule a demo and start reducing your churn today.
Churn management software FAQ
We know it’s a lot of information to take in. That said, we’ll answer some of the most commonly asked questions about churn management software for SaaS so you can better retain customers.
What are the challenges of managing customer churn?
The many challenges associated with customer churn often come down to a single element — a lack of data to inform the approaches the business takes. This directly impacts the success of initiatives and churn reduction solutions, your profitability and your ability to remain an industry leader.
Why is it important to use churn software?
Churn management is a critical tool that actively supports your profitability in your given industry. Both voluntary and involuntary churn can be prevented or reduced with your tool of choice, protecting your bottom line and keeping your brand perception high across segments.
