Dunning Management: Your Rollout Plan to Increase Retention

Dunning Management is an often overlooked aspect of Customer Success. It happens silently.Actually, it’s less of what we’re doingand more of what we’re not doing. We effect change by action and inaction.Where is your churn coming from? What is the breakdown of customers (and their respective dollars): Voluntary churn (requesting to cancel)Involuntary churn (payment method fail)Merchant block (where … Continue reading Dunning Management: Your Rollout Plan to Increase Retention

If All You’re Doing Is Surviving…

Below is an example from my life about parenthood, but the principles to this story can be applied to all areas of life—work, school, volunteer, or whatever. If you're struggling as a parent, it's okay. We all are. Secondly, reach out for help—I do the same. We are that village that takes to raise all of our kids. It must be a popular statement, or else it simply sticks out in my mind because I've begun to notice it everywhere. Here's how the conversation usually goes: Friend: "How old are your kids again?"Me: "Their ages are..."Friend: "Oh wow. Yeah. You're just surviving. That's all you're doing right now." … Continue reading If All You’re Doing Is Surviving…

Reflections on Robinhood’s checking & savings fiasco

We in fintech often confuse Type 1 vs 2 decisions—reversible/not reversible. Robinhood reversed it, yes, but at high cost. As great as tech is, disrupting existing systems first requires wading through minutiae of regs + history. It’s truly amazing to be part of companies and watch other companies move fast and do incredible things. And … Continue reading Reflections on Robinhood’s checking & savings fiasco