So I got this email the other day asking me a SaaS Customer Success question that’s really more about ethics and karma than running a SaaS business.
The gist of the email was what to do if a customer has been paying for 6 months but never started using the SaaS product…. these are what I call Zombie Customers.
I’ve attempted to answer the question in a meaningful way, but I am the first to acknowledge that there is a lot more to it than just what I talked about in this post.
That said, it’s a pretty straightforward question with a pretty straightforward answer… that you will completely disagree with!
Here we go…