{"id":12436,"date":"2023-08-22T17:13:00","date_gmt":"2023-08-22T17:13:00","guid":{"rendered":"https:\/\/userpilot.com\/blog\/churn-prevention-saas\/"},"modified":"2026-03-24T13:58:59","modified_gmt":"2026-03-24T13:58:59","slug":"churn-prevention-saas","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/churn-prevention-saas\/","title":{"rendered":"A Complete Guide to Churn Prevention: 14 Strategies to Reduce Customer Churn"},"content":{"rendered":"<p>Are you struggling to retain customers for long? The churn prevention strategies discussed in this article will help with your <a href=\"https:\/\/userpilot.com\/solutions\/customer-retention\/\" target=\"_blank\" rel=\"noopener noreferrer\">retention strategy<\/a>.<\/p><p>In addition, you\u2019ll also learn how to calculate the churn rate for your SaaS and see the three main reasons why SaaS customers stop interacting with your product and what you can do to prevent that.<\/p><h2>Summary of churn prevention in SaaS<\/h2><ul><li>A churn happens when a customer stops using a company\u2019s products or services after a certain period of time.<\/li><li>There are two <a href=\"https:\/\/userpilot.com\/blog\/churn-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">types of churn you should be tracking<\/a>: User\/customer churn and net MRR churn as one tracks the number of users you are losing and the other, the impact that has on your revenue.<\/li><li>Churn prevention is all about creating strategies to proactively reduce customer churn.<\/li><li>Reducing customer churn will reduce the LTV: CAC ratio for your SaaS, making you gain more from each acquired customer.<\/li><li>Three main reasons for churn: lack of product-market fit, product pricing, and bad product experiences.<\/li><li>PMF surveys help you determine if you\u2019ve reached product-market fit. A score of 40% and above shows you\u2019re there.<\/li><li>Examine your best users. Notice the features they use the most and what their personas have in common, then use this information to draft your <a href=\"https:\/\/userpilot.com\/blog\/customer-research-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">ideal customer profiles<\/a> and the features that will appeal to them the most.<\/li><li>Checklists, <a href=\"https:\/\/userpilot.com\/blog\/ui-modal-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">modals<\/a>, and interactive walkthroughs help you guide new users through your product and reduce churn.<\/li><li><a href=\"https:\/\/userpilot.com\/blog\/improve-customer-satisfaction-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">User satisfaction<\/a> and sentiment surveys (like NPS) are effective for revealing what customers think about your tool and areas that you need to work on.<\/li><li>Don\u2019t just lose <a href=\"https:\/\/userpilot.com\/blog\/free-trial-and-product-demo\/\" target=\"_blank\" rel=\"noopener noreferrer\">trial users<\/a> like that. Send reminders when their trial is almost over and offer incentives to upgrade or help if needed.<\/li><li>Send <a href=\"https:\/\/userpilot.com\/blog\/saas-win-back-email-campaign-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">re-engagement emails<\/a> to your inactive users to find out why they\u2019re lagging and offer incentives to resume using your product.<\/li><li>In-app <a href=\"https:\/\/userpilot.com\/blog\/pendo-resource-center\/\" target=\"_blank\" rel=\"noopener noreferrer\">resource centers<\/a> help improve the user experience which in turn increases the likelihood of customers sticking with your tool.<\/li><li><a href=\"https:\/\/userpilot.com\/blog\/churn-surveys-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">Exit surveys<\/a> are great for finding out why customers are leaving your tool. The survey is also your last opportunity to gain the user back by offering alternatives to canceling the account.<\/li><li>Looking to engage your users in-app and prevent churn by helping users get value out of your product? <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Get a Userpilot demo and see how in-app experiences can help with churn prevention.<\/a><\/li><h2>What is customer churn prevention?<\/h2><p>Customer churn refers to the percentage of current customers who stop using a company\u2019s products or services after a certain period of time.<\/p><p>Customer churn prevention involves building customer loyalty by coming up with proactive strategies to keep customers for as long as possible. Executed well, a churn prevention strategy will increase the <a href=\"https:\/\/userpilot.com\/blog\/saas-metrics-101-ltv-lifetime-value\/#:~:text=Customer%20Lifetime%20Value%20(LTV)%20is,of%20acquiring%20and%20servicing%20them.\" target=\"_blank\" rel=\"noopener noreferrer\">lifetime of customers<\/a>, marginally reducing customer churn rates.<\/p><h2><strong>How do you calculate churn?<\/strong><\/h2><p>While churn applies to other businesses, this article is particular about the SaaS industry. That said, let\u2019s consider <a href=\"https:\/\/userpilot.com\/blog\/customer-churn-rate\/\" target=\"_blank\" rel=\"noopener noreferrer\">how to calculate churn<\/a> for SaaS.<\/p><p>There are essentially two types of churn and you should be tracking both:<\/p><ul><li><strong>User\/customer churn: <\/strong>Measured by how many customers you lose over a specific period. This is calculated by dividing the number of customers lost by the number of customers you had at the start of the period. Multiply that figure by 100 to get the customer churn rate.<\/li><\/ul><p>Let\u2019s imagine you had 1200 paying customers in Feb 2022, but that number was reduced to 1,000 in March 2022 with no new customers added. It means you\u2019ve lost 200 customers, hence your customer churn rate is 1200-1000\/1200 * 100.<\/p><p>That\u2019s 16.67% churn for the month.<\/p><figure style=\"width: 1824px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/942d6d4c-88af-47d3-8a74-13c1235bd0b9.png\" alt=\"How to calculate customer churn rate\" width=\"1824\" height=\"1200\" \/><figcaption class=\"wp-caption-text\">How to calculate customer churn rate<\/figcaption><\/figure><ul><li><strong><a href=\"https:\/\/userpilot.com\/blog\/revenue-churn-saas\/\">Revenue churn<\/a><\/strong>: In SaaS, <a href=\"https:\/\/userpilot.com\/blog\/revenue-churn-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">revenue churn<\/a> is the amount of lost revenue over a given period. It can happen when users downgrade subscriptions or stop renewing them entirely.<\/li><\/ul><p>To calculate your net revenue churn rate, you need to select a time frame first. For example, you might want to measure the revenue churn rate for a month or a year.<\/p><p>Next, measure the amount of revenue at the start of the period and the end of the period.<\/p><p>Then, you need to divide the net revenue lost in that period by the total revenue at the beginning of the period.<\/p><p>For example, at the beginning of January 2021, your MRR was $55,000. By the end of December 2021, it dropped to $48,500. So, your revenue churn for one year is (6,500\/55,000) * 100 = 11.82%.<\/p><figure style=\"width: 1824px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/f9c4770a-491b-423f-b498-8b9ba56bfa71.png\" alt=\"How to calculate SaaS revenue churn\" width=\"1824\" height=\"1200\" \/><figcaption class=\"wp-caption-text\">How to calculate SaaS revenue churn<\/figcaption><\/figure><p>The difference between customer churn and revenue churn is that the first one tells you about the number of customers you\u2019ve lost in a specified period, while the latter gives you insight into how much revenue you\u2019ve lost due to users leaving.<\/p><p>You can save yourself the headache of manual calculation by using analytics tools that track these.<\/p><h2>Churn prevention vs churn reduction: What is the difference?<\/h2><p>Churn prevention is proactive, while <a href=\"https:\/\/userpilot.com\/blog\/osano-case-study-churn-reduction\/\">churn reduction<\/a> is reactive. The former involves considering the factors that lead to churn and addressing them before they come up.<\/p><p>The latter is about reacting to churn; it\u2019s the action you take after customers have started leaving.<\/p><p>Since every company experiences churn at a level, it means SaaS companies will always need both approaches.<\/p><h2>Why is customer churn prevention important?<\/h2><p>Here are a few major reasons why you should work on reducing customer attrition and churn rate:<\/p><ul><li><strong>Higher profits:<\/strong> SaaS companies rely on monthly or annual recurring revenue to stay afloat, hence the need to <a href=\"https:\/\/userpilot.com\/blog\/average-customer-acquisition-cost\/\">always reconcile the customer acquisition cost<\/a> with a good LTV. Moreover, the cost of retaining existing customers is less than the acquisition costs to gain new ones.<\/li><li><strong>Improve customer satisfaction among existing customers:<\/strong> Higher customer satisfaction means customers are happy with your product or service. People who stay longer with your company do so because you\u2019re treating them well. These people won\u2019t have a problem spreading the word about you.<\/li><li><strong>Increase customer loyalty:<\/strong> Another added advantage is the increase in the number of loyal customers.<\/li><li><strong>Increase customer retention rates:<\/strong> When churn is prevented, more customers will be retained for the long term, increasing <a href=\"https:\/\/userpilot.com\/blog\/ltv-optimization\/\" target=\"_blank\" rel=\"noopener noreferrer\">LTV<\/a>. This will greatly impact the company\u2019s net revenue.<\/li><\/ul><h2>Main reasons behind customer churn<\/h2><p>Customers churn when a product doesn\u2019t deliver the expected experience. Specifically, here are the three main reasons behind customer attrition.<\/p><h3>Lack of product-market fit<\/h3><p>To achieve <a href=\"https:\/\/userpilot.com\/blog\/product-market-fit-framework\/\" target=\"_blank\" rel=\"noopener noreferrer\">PMF<\/a>, you need to begin by deciding what your product does and defining the target market. Next, research the market to know what functionalities they need and the product experiences they crave, then deliver these and more.<\/p><p>For instance, if you\u2019re building an <a href=\"https:\/\/userpilot.com\/blog\/email-automation\/\">email automation tool<\/a>, you need to make sure your users can store and update their email list, create and customize emails, schedule emails, and access basic data. These are essential functionalities that your ideal users will expect.<\/p><p>They will churn when your product doesn\u2019t provide these, at least, because that will mean it can\u2019t help get their job done.<\/p><h3>Bad customer experience<\/h3><p>The <a href=\"https:\/\/userpilot.com\/blog\/saas-personalized-user-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">user experience<\/a> plays a huge role in how long a customer sticks with your tool.<\/p><p>Start optimizing this from the first encounter users have with your product because the <a href=\"https:\/\/userpilot.com\/blog\/first-time-user-experience-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">first-time experience<\/a> is where customers size up your tool to determine if it will help them or not.<\/p><p>What you can do: Make the product intuitive, provide proper in-app guidance, and cut out any friction points.<\/p><h3>Price<\/h3><p>It is not uncommon for salespeople and customer success teams to object to the <a href=\"https:\/\/userpilot.com\/blog\/saas-pricing-models\/\" target=\"_blank\" rel=\"noopener noreferrer\">price<\/a>.<\/p><p>Customers may churn if they find a more cost-effective solution to their problem.<\/p><p>So it&#8217;s critical to establish value and educate your customers so they feel the purchase is worth it.<\/p><h2>14 proven customer retention strategies to reduce customer churn rate<\/h2><p>A churn prevention strategy is all about being proactive in preventing churn and making sure users continuously experience value. Here are the main tactics you can apply.<\/p><h3>1. Personalize the onboarding process for new customers<\/h3><p>Nailing the onboarding process is a crucial customer retention strategy. <a href=\"https:\/\/userpilot.com\/blog\/personalized-onboarding-for-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">Personalized onboarding<\/a> ensures each user learns how your SaaS product serves their unique, individual needs.<\/p><p>For example, a UX designer may have a different set of goals for an onboarding tool than a product manager using the same tool.<\/p><p>To successfully personalize each user\u2019s onboarding flow and customer experience, you must first understand their needs. Use a <a href=\"https:\/\/userpilot.com\/blog\/welcome-survey\/\" target=\"_blank\" rel=\"noopener noreferrer\">welcome survey<\/a> to learn about your users and their JTBD and place them in the appropriate segment.<\/p><figure style=\"width: 1353px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/f9a79124-0cb6-4d54-b549-f64061701009.png\" alt=\"Use a welcome survey to learn about your users\" width=\"1353\" height=\"682\" \/><figcaption class=\"wp-caption-text\">Use a welcome survey to learn about your users<\/figcaption><\/figure><p>Finally, display the onboarding flow specific to their <a href=\"https:\/\/userpilot.com\/blog\/jtbd-product-management\/\" target=\"_blank\" rel=\"noopener noreferrer\">JTBD<\/a> segment. This personalized onboarding flow should showcase features necessary for the user to achieve their goals with your product.<\/p><figure style=\"width: 1895px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/4a975b07-b44d-48d8-bb5e-38a4bb51eb88.png\" alt=\"Create a personalized onboarding flow for different segments\" width=\"1895\" height=\"595\" \/><figcaption class=\"wp-caption-text\">Create a personalized onboarding flow for different segments<\/figcaption><\/figure><h3>2. Decrease time to value with onboarding checklists<\/h3><p>Now that you have the data, use different checklists for each user segment to ensure they engage with the key features relevant to their need. Your goal here is to help them reach the <a href=\"https:\/\/userpilot.com\/blog\/user-activation-for-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">activation point<\/a> quickly.<\/p><figure style=\"width: 2000px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/e091f68b-9f42-40a6-b51d-d510d828bf0e.png\" alt=\"Build onboarding checklists code-free with Userpilot\" width=\"2000\" height=\"1300\" \/><figcaption class=\"wp-caption-text\">Build onboarding checklists code-free with <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener\">Userpilot<\/a>.<\/figcaption><\/figure><h3>3. Increase customer engagement with in-app guidance<\/h3><p>Don\u2019t walk users through your tool with bland <a href=\"https:\/\/userpilot.com\/blog\/create-better-product-tours\/\" target=\"_blank\" rel=\"noopener noreferrer\">product tours<\/a>. You\u2019ll lose their attention along the way.<\/p><p>Instead, use the <a href=\"https:\/\/userpilot.com\/blog\/user-onboarding-checklist-tips\/\" target=\"_blank\" rel=\"noopener noreferrer\">checklists<\/a> mentioned above to prompt the user to <a href=\"https:\/\/userpilot.com\/blog\/in-app-guidance-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">engage<\/a> with specific features. But don\u2019t just tell them \u2013 show them how to do it.<\/p><p>How?<\/p><p>Use <a href=\"https:\/\/userpilot.com\/blog\/best-product-walkthrough-tools-2021\/\" target=\"_blank\" rel=\"noopener noreferrer\">interactive walkthroughs <\/a>to guide them step-by-step through engaging with a feature for the first time. This will help new customers adopt your product and minimize customer <a href=\"https:\/\/userpilot.com\/blog\/churn-risk\/\">churn risk<\/a>.<\/p><figure style=\"width: 1024px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2021\/08\/interactive-walkthrough-product-adoption-strategy.gif\" alt=\"Use interactive walkthroughs to guide users step-by-step\" width=\"1024\" height=\"535\" \/><figcaption class=\"wp-caption-text\">Use interactive walkthroughs to guide users step-by-step<\/figcaption><\/figure><h3><strong>4. Understand what\u2019s driving value from existing customers<\/strong><\/h3><p><a href=\"https:\/\/userpilot.com\/blog\/product-usage-segmentation\/\" target=\"_blank\" rel=\"noopener noreferrer\">Segment<\/a> and analyze the behavior of your high-value customers. Seek to understand what your most valuable customers love about your app, what makes customers happy, the features they engage with the most, and how often. After, duplicate their customer journey for new users to prevent churn.<\/p><p>You can <a href=\"https:\/\/userpilot.com\/blog\/user-behavior-tracking\/\" target=\"_blank\" rel=\"noopener noreferrer\">track user behavior<\/a> with feature tagging and predict what features your profitable customers may find valuable in the future based on their current needs.<\/p><figure style=\"width: 1920px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2022\/01\/feature-tagging-saas-feature-adoption.gif\" alt=\"Track user behavior with feature tagging\" width=\"1920\" height=\"942\" \/><figcaption class=\"wp-caption-text\">Track user behavior with feature tagging<\/figcaption><\/figure><h3>5. Provide proactive customer service to prevent customer churn<\/h3><p><a href=\"https:\/\/userpilot.com\/blog\/self-service-support-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">Self-service support<\/a> is the preferred customer service method. Nobody wants to wait in line with support or customer success agents for simple questions.<\/p><p>Build an <a href=\"https:\/\/userpilot.com\/blog\/saas-knowledge-base-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app resource center<\/a> and add multiple helpful resources to help users fast when they get stuck.<\/p><p>Your resource center should include multiple resources such as <a href=\"https:\/\/userpilot.com\/blog\/video-tutorials\/\" target=\"_blank\" rel=\"noopener noreferrer\">video tutorials<\/a>, webinar recordings, knowledge base articles, etc. to prevent customer churn.<\/p><p>This will significantly improve the overall user experience.<\/p><figure style=\"width: 1898px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/ea60b75b-6bbc-420e-aacc-cbd5ece51598.png\" alt=\"Build resource center code-free with Userpilot\" width=\"1898\" height=\"926\" \/><figcaption class=\"wp-caption-text\">Build resource center code-free with <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener\">Userpilot<\/a>.<\/figcaption><\/figure><h3>6. Increase customer lifetime value by delivering consistent value<\/h3><p>In order to keep your existing customers engaged, you need to provide consistent value during each stage of their customer lifecycle. One way to do so is to add new features that will help them better meet their goals.<\/p><p>As users get used to using your product in a certain way, there\u2019s a high chance that they\u2019ll miss it when you roll out new features.<\/p><p>Don\u2019t rely on hope to discover your feature upgrades and new releases. It\u2019s your job to <a href=\"https:\/\/userpilot.com\/blog\/launch-messages\/\" target=\"_blank\" rel=\"noopener noreferrer\">announce what\u2019s new<\/a> in the first place.<\/p><p>Use <a href=\"https:\/\/userpilot.com\/blog\/how-to-create-tooltips\/#:~:text=First%2C%20open%20up%20Userpilot%20and,in%20Campfire%2C%20Userpilot's%20demo%20app.\" target=\"_blank\" rel=\"noopener noreferrer\">tooltips<\/a>, banners, and <a href=\"https:\/\/userpilot.com\/blog\/ui-design-ideas-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">modals<\/a> to point out the new feature and prompt users to engage with them. Who knows, the new feature might be exactly why some users will stick to your product.<\/p><figure style=\"width: 3058px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/c868273c-8a82-4b59-aa5f-4ab1f6fbfd0b-scaled.png\" alt=\"Use modals to point out the new feature and prompt users to engage with them.\" width=\"3058\" height=\"1602\" \/><figcaption class=\"wp-caption-text\">Use modals to point out the new feature and prompt users to engage with them.<\/figcaption><\/figure><h3>7. Exceed customer expectations by educating your existing customers on your product and industry<\/h3><p>Webinars can help reduce the time it takes to <a href=\"https:\/\/userpilot.com\/blog\/customer-education-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">educate your customers<\/a> on how to use your product. It provides a format that can deep dive into a certain feature and its different use cases.<\/p><p>Check-in with your customer success team to create a path to success. Go one step further and take a look at your analytics to see what features users have failed to adopt and send specific webinars that will help them successfully adopt that certain feature.<\/p><figure style=\"width: 1612px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/5d0609dc-1aec-41fb-b517-7a76d384f4cf.png\" alt=\"Webinars can help reduce the time it takes to educate your customers on how to use your product.\" width=\"1612\" height=\"930\" \/><figcaption class=\"wp-caption-text\">Webinars can help reduce the time it takes to educate your customers on how to use your product.<\/figcaption><\/figure><h3>8. Collect customer feedback at different stages of the customer journey to improve customer experience<\/h3><p>One of the only clear ways of knowing how well your customers are performing and identifying churn early on is to collect feedback directly from your customers.<\/p><p>With this feedback, you can determine what\u2019s working and what isn\u2019t so you can make improvements.<\/p><p>You can use <a href=\"https:\/\/userpilot.com\/blog\/build-in-app-surveys-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app surveys<\/a> triggered at certain points through the user journey to collect contextual <a href=\"https:\/\/userpilot.com\/blog\/types-of-customer-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">feedback<\/a> and know when your existing customer churn prevention strategy needs improving.<\/p><figure style=\"width: 488px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/0d077d6c-d8a0-40fc-b385-72202fa0ec00.png\" alt=\"Create in-app surveys code-free with Userpilot\" width=\"488\" height=\"491\" \/><figcaption class=\"wp-caption-text\">Create in-app surveys code-free with <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener\">Userpilot<\/a><\/figcaption><\/figure><h3>9. Measure customer satisfaction and customer loyalty with NPS surveys to identify at-risk customers<\/h3><p><a href=\"https:\/\/userpilot.com\/blog\/nps-survey-software\/\" target=\"_blank\" rel=\"noopener noreferrer\">NPS surveys<\/a> use a 10-point scale to ask users how likely they are to recommend your product. This is usually followed by a qualitative question to know the reason for the chosen score.<\/p><figure style=\"width: 1917px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/3145b6d9-9857-44a2-a3ad-f016663192f8.png\" alt=\"Create NPS surveys code-free with Userpilot\" width=\"1917\" height=\"928\" \/><figcaption class=\"wp-caption-text\">Create NPS surveys code-free with <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener\">Userpilot<\/a><\/figcaption><\/figure><p>Together, these quantitative and qualitative questions will reveal user sentiment and provide insights for your next course of action.<\/p><p>With <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener\">Userpilot<\/a>, you can tag NPS responses and check for patterns that are causing low NPS scores, keep an eye on detractors, and work on minimizing their number.<\/p><figure style=\"width: 1920px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/39463a54-d4a8-45e1-84b0-a94ae1be96de.png\" alt=\"NPS response tagging in Userpilot\" width=\"1920\" height=\"929\" \/><figcaption class=\"wp-caption-text\">NPS response tagging in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener\">Userpilot<\/a><\/figcaption><\/figure><p>Proactively work on the provided &#8220;reasons&#8221; for customer dissatisfaction to improve customer loyalty.<\/p><h3>10. Create an online community to improve customer relationships<\/h3><p>When you create a community, customers tend to stay more loyal and it will reduce the likelihood that they&#8217;ll churn when something goes wrong.<\/p><p>Some examples of these channels could be emails, Facebook groups, <a href=\"https:\/\/userpilot.com\/blog\/15-saas-best-help-center-designs\/\" target=\"_blank\" rel=\"noopener noreferrer\">help centers<\/a>, <a href=\"https:\/\/userpilot.com\/blog\/in-app-customer-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app messaging<\/a>, or live chat. You should unify these channels in an omnichannel support tool to manage them effectively.<\/p><figure style=\"width: 782px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/545fbd24-78b8-4b3d-a331-3e450a91e8b5.png\" alt=\"\" width=\"782\" height=\"898\" \/><figcaption class=\"wp-caption-text\"><a href=\"https:\/\/www.facebook.com\/groups\/productmarketingandgrowth\/\" target=\"_blank\" rel=\"noopener\">Join our Facebook community<\/a> to get the latest in product marketing and growth.<\/figcaption><\/figure><h3>11. Monitor product analytics to predict customer churn<\/h3><p>When you complete a customer churn analysis, you find out why customers churn by <a href=\"https:\/\/userpilot.com\/blog\/customer-churn-data\/\" target=\"_blank\" rel=\"noopener noreferrer\">measuring and interpreting<\/a> customer data yourself. You also determine what to do to <a href=\"https:\/\/userpilot.com\/blog\/predictive-customer-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">retain customers<\/a> in the future.<\/p><p>You can <a href=\"https:\/\/userpilot.com\/blog\/predict-churn\/#What-is-customer-churn-prediction\" target=\"_blank\" rel=\"noopener noreferrer\">predict churn<\/a> by <a href=\"https:\/\/userpilot.com\/blog\/analyze-customer-behavior\/\" target=\"_blank\" rel=\"noopener noreferrer\">analyzing customer behavior<\/a>, such as page views. Check for any noticeable spikes or dips in traffic and resolve any issues that come up.<\/p><figure style=\"width: 1044px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/89b5f38f-e163-44d5-a253-7f558808f108.png\" alt=\"Analyze customer behavior to predict churn.\" width=\"1044\" height=\"489\" \/><figcaption class=\"wp-caption-text\"><a href=\"https:\/\/userpilot.com\/blog\/analyze-customer-behavior\/\">Analyze customer behavior<\/a> to predict churn.<\/figcaption><\/figure><h3>12. Use churn surveys to learn why customers churn<\/h3><p>Conducting a churn survey allows you to access valuable feedback from customers, enabling you to proactively address issues, <a href=\"https:\/\/userpilot.com\/blog\/how-to-increase-retention-rate\/\" target=\"_blank\" rel=\"noopener\">increase customer retention<\/a>, and automate personalized in-app responses to potentially <a href=\"https:\/\/userpilot.com\/blog\/churn-prevention-saas\/\" target=\"_blank\" rel=\"noopener\">reduce customer churn rate<\/a>.<\/p><p>Moreover, a churn survey can help you gather the type of customer feedback that you won\u2019t access, for example, from your happiest users or the net promoter score (<a href=\"https:\/\/userpilot.com\/blog\/nps-saas-complete-guide\/\" target=\"_blank\" rel=\"noopener\">NPS<\/a>) that measures customer loyalty.<\/p><figure style=\"width: 452px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/2c0cdc81-79cc-4c7e-a62f-7c240b9cdaf1.png\" alt=\"churn survey\" width=\"452\" height=\"420\" \/><figcaption class=\"wp-caption-text\">Build churn surveys code-free with <a href=\"https:\/\/userpilot.com\/\">Userpilot<\/a>.<\/figcaption><\/figure><p>Your main goal here should be to understand the reasons behind the user\u2019s decision to cancel (or downgrade) the subscription so you can act on it.<\/p><p>For example, if most of the users and customers leave, because of your product\u2019s price, it might mean a few things:<\/p><ul><li>You should reconsider your pricing.<\/li><li>You are attracting the wrong audience.<\/li><li>Your users don\u2019t see the value in your product (you might have an <a href=\"https:\/\/userpilot.com\/blog\/user-onboarding-best-practices\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding<\/a> problem here).<\/li><\/ul><h3>13. Reduce churn by offering alternatives<\/h3><p>Many customers that cancel their subscriptions actually like your platform. They&#8217;re just <a class=\"editor__link\" href=\"https:\/\/userpilot.com\/blog\/customer-dissatisfaction\/\" target=\"_blank\" rel=\"noopener noreferrer\">dissatisfied <\/a>with some aspects of your product or service.<\/p><p>By offering personalized cancellation alternatives, you&#8217;ll win some of them over.<\/p><p>Consider the following example from Asana.<\/p><p>The company triggers a churn survey with predefined answers.<\/p><figure style=\"width: 800px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/461f4baf-68f1-4d02-8f98-e0f0edec8595.png\" alt=\"Asana churn survey\" width=\"800\" height=\"726\" \/><figcaption class=\"wp-caption-text\">Asana churn survey<\/figcaption><\/figure><p>And offers compelling alternatives based on a user&#8217;s response. In this case, the user said money is the issue, so Asana offers a cheaper plan:<\/p><figure style=\"width: 800px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/75bfb0cd-9e1e-47a9-ba72-9c6288afb9c5.png\" alt=\"Reduce churn by offering alternatives\" width=\"800\" height=\"586\" \/><figcaption class=\"wp-caption-text\">Reduce churn by offering alternatives<\/figcaption><\/figure><h3>14. Send win-back emails to churned customers<\/h3><p>If some users want to cancel because some particular feature is missing, you can ask them for permission to keep them updated about new features.<\/p><p>Your product might not be enough right now but leaving an open door is always best and gives you a chance of continuing the conversation.<\/p><p>The<a href=\"https:\/\/userpilot.com\/blog\/feature-request-prioritization-framework\/\" target=\"_blank\" rel=\"noopener\"> feature<\/a> they\u2019re missing might be on your next release so you might even be able to convince them to stay.<\/p><figure style=\"width: 636px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/0ae8f448-d6c1-45eb-816b-0605dbbabb75.png\" alt=\"Send win-back emails to churned customers\" width=\"636\" height=\"1104\" \/><figcaption class=\"wp-caption-text\">Send win-back emails to churned customers<\/figcaption><\/figure><h2>Conclusion<\/h2><p>Churn is a problem that all SaaS businesses deal with at different levels. As seen in this article, there are two ways to approach churn: be proactive or reactive.<\/p><p>It\u2019s best to be both. The proactive approach will help you prevent customer churn before it happens, while the latter will be reserved for when customers churn nonetheless, indicating the need to change methods.<\/p><p>We\u2019ve discussed 14 proactive methods for reducing churn, go ahead and implement the strategies that stood out to you.<\/p><p>You can also <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">get a demo<\/a> today to see how Userpilot can help with your churn prevention strategies.<\/p>","protected":false},"excerpt":{"rendered":"<p>Are you struggling to retain users for long? The churn prevention strategies discussed in this piece will help.   In addition, you&#8217;ll also learn how to calculate churn for your SaaS and the three main reasons why SaaS customers stop engaging.<\/p>\n","protected":false},"author":51,"featured_media":120742,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[25,82,20,214,289,290,488],"tags":[211,533,505,687,535,178,534,619,826,1473,245],"class_list":["post-12436","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-success","category-growth","category-product","category-product-management","category-saas","category-updated","category-user-engagement","tag-churn","tag-churn-rate","tag-churn-surveys","tag-customer-churn","tag-how-to-calculate-churn","tag-how-to-measure-product-engagement","tag-how-to-reduce-churn","tag-product-engagement","tag-reduce-churn-rates","tag-updated","tag-user-retention"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>A Complete Guide to Churn Prevention: 14 Strategies to Reduce Customer Churn<\/title>\n<meta name=\"description\" content=\"Churn prevention is about being proactive. Don&#039;t wait for users to churn before taking action. Implement these ideas and improve retention.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/userpilot.com\/blog\/churn-prevention-saas\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"A Complete Guide to Churn Prevention: 14 Strategies to Reduce Customer Churn\" \/>\n<meta property=\"og:description\" content=\"Churn prevention is about being proactive. Don&#039;t wait for users to churn before taking action. Implement these ideas and improve retention.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/userpilot.com\/blog\/churn-prevention-saas\/\" \/>\n<meta property=\"og:site_name\" content=\"Thoughts about Product Adoption, User Onboarding and Good UX | Userpilot Blog\" \/>\n<meta property=\"article:published_time\" content=\"2023-08-22T17:13:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-03-24T13:58:59+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2022\/05\/10-Effective-Strategies-to-Reduce-Churn-Rate-in-SaaS.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1876\" \/>\n\t<meta property=\"og:image:height\" content=\"1228\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Sophie Grigoryan\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Sophie Grigoryan\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"18 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/userpilot.com\/blog\/churn-prevention-saas\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/userpilot.com\/blog\/churn-prevention-saas\/\"},\"author\":{\"name\":\"Sophie Grigoryan\",\"@id\":\"https:\/\/userpilot.com\/blog\/#\/schema\/person\/de37c23746f7aa52492f6c97b1f222cf\"},\"headline\":\"A Complete Guide to Churn Prevention: 14 Strategies to Reduce Customer Churn\",\"datePublished\":\"2023-08-22T17:13:00+00:00\",\"dateModified\":\"2026-03-24T13:58:59+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/userpilot.com\/blog\/churn-prevention-saas\/\"},\"wordCount\":2934,\"commentCount\":0,\"image\":{\"@id\":\"https:\/\/userpilot.com\/blog\/churn-prevention-saas\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2022\/05\/10-Effective-Strategies-to-Reduce-Churn-Rate-in-SaaS.png\",\"keywords\":[\"Churn\",\"churn rate\",\"churn surveys\",\"customer churn\",\"how to calculate churn\",\"how to measure product engagement\",\"how to reduce churn\",\"product engagement\",\"reduce churn rates\",\"updated\",\"user retention\"],\"articleSection\":[\"Customer Success\",\"Growth\",\"Product\",\"Product Management\",\"SaaS\",\"Updated\",\"User Engagement\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/userpilot.com\/blog\/churn-prevention-saas\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/userpilot.com\/blog\/churn-prevention-saas\/\",\"url\":\"https:\/\/userpilot.com\/blog\/churn-prevention-saas\/\",\"name\":\"A Complete Guide to Churn Prevention: 14 Strategies to Reduce Customer Churn\",\"isPartOf\":{\"@id\":\"https:\/\/userpilot.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/userpilot.com\/blog\/churn-prevention-saas\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/userpilot.com\/blog\/churn-prevention-saas\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2022\/05\/10-Effective-Strategies-to-Reduce-Churn-Rate-in-SaaS.png\",\"datePublished\":\"2023-08-22T17:13:00+00:00\",\"dateModified\":\"2026-03-24T13:58:59+00:00\",\"author\":{\"@id\":\"https:\/\/userpilot.com\/blog\/#\/schema\/person\/de37c23746f7aa52492f6c97b1f222cf\"},\"description\":\"Churn prevention is about being proactive. 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