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CHURN FM

E301 | Smarter Dunning: How Data and Intent Change Payment Recovery

Published 4 months ago • 1 min read
Sponsored by Vitally, the all-in-one Customer Success Platform.

Hi Reader,

Today on the show, we're joined by Charles Rosenblatt, CEO of Butter Payments and former CSO of Payoneer, where he learned that outside factors can derail even the best strategies—and why understanding what's within your control versus what's not is critical for making smart retention decisions.

Charles breaks down why the 14-day dunning period is an arbitrary standard that costs companies millions, how to predict payment recovery in 10 seconds using ML, and why 30% of your "churn" might be customers who actually want to stay but have payment issues creating false product signals.

Here’s what you’ll take away from this episode:

💳 Why Linking Dunning to Access Hurts Your Revenue​
🤖 How 128 Variables Predict Who Will Pay​
🚫 How Involuntary Churn Skews Product Signals​
💰 Why Saving Customers Beats Reacquiring Them
⚖️ Why Forced Payments Damage Your Brand

Tune in to the full episode on Apple Podcasts, Spotify, or your favorite podcast platform.

If you love the podcast and haven't already, please consider leaving us a review and feedback!

Vitally is the first platform designed for today’s CS team, allowing you to operate with unparalleled efficiency, improve NRR, deliver best-in-class customer experiences, and get more work done.
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Even better? If you influence CS decisions at a B2B SaaS company with 50-1000 employees, Vitally is giving you a free pair of AirPods for taking a qualified demo with the team.

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Interested in maximizing your team’s productivity, visibility, and collaboration?

​Andrew Michael​

Host of Churn FM, the podcast for subscription economy pros to learn how the world's fastest-growing companies are tackling churn and using retention to fuel their growth.

34 Kimonos, Apartment 102, Nicosia, 2006
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CHURN FM

by Andrew Michael

Churn.fm is the podcast for subscription economy pros to learn how the world's fastest-growing companies are tackling churn and using retention to fuel their growth. Each week we share the top tips and advice from our episodes in this newsletter.

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