Vijay Menon ran retention at XBox Live, DropBox, and Scribd and found one big problem at all three: involuntary churn. They didn't know how much revenue they were losing - and why. In this dose, Matt interviews him to learn more about how payment providers operate, how you can protect yourself, and a great new option on the market: Butter Payments.

00:00 - Accidental Churn
01:38 - Vijay's background - didn't start out thinking he'd solve failed payments
03:42 - A glimpse into how Microsoft XBox approached subscription
06:40 - What brands do when involuntary churn happens
10:30 - For subscription brands with physical goods - the recovery period is closer to 48 hours 12:30 - What is happening when a payment fails for subscription companies
15:49 - Why involuntary churn is happening from the gateway side
19:01 - The complexity involved in how cards are charged
21:45 - What can you do without a big software solution to fix involuntary churn?
28:00 - Machine learning lets you master the complexity of payments and keep improving over time
32:00 - How Butter Payments compares to Churn Buster (active recovery versus passive recovery)
34:30 - Creating positive externalities by being better at processing payments
36:25 - Failed payments in conclusion

Learn more about how to save on accidental churn: https://www.butterpayments.com/
Reach out directly to Vijay: vijay@butterpayments.com


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