Customer Management: #5 Never Let the Customer Slip

When Rahul started Knight's Watch Consulting, his focus was simple: deliver good work and keep clients happy. He offered one-time consulting projects, monthly advisory retainers and usage-based support for growing clients. Business was steady, and customers came in consistently.

But over time, Rahul noticed a troubling pattern.

Customers weren't always leaving because they were unhappy. Some missed payments. Some pause services during the slow period. Others forget to update expired cards. A few cancelled, planning to return, but never did.

His inbox started filling with conversations like:

"Sorry, our card expired. Can we sort this out next week?"

"We didn't realise the payment failed."

"We've cancelled for now, maybe we'll restart later."

Each of these moments felt small on its own. But together, they resulted in lost revenue and opportunities.

Rahul realised something important: Customer retention isn't just about preventing cancellations, it's about responding at the right moment, in the right way.

That's where Zoho Billing helped him spot risks early, reduce friction, and maintain customer relationships, even when payments failed or subscriptions paused.

Retention Mechanisms in Zoho Billing 

Most customers don't leave because they want to. They leave because something gets in the way. It may be a missed payment, short-term budget constraints or lack of follow-up.

Zoho Billing is designed to catch these moments early and turn them into retention opportunities rather than silent drop-offs.

Staying Ahead with Payment Reminders 

One of the simplest yet most effective retention tools is timely communication.

With automated payment reminders, Zoho Billing helps customers stay informed before and after invoice due dates. These reminders gently nudge customers instead of surprising them with service disruptions.

For Rahul, this meant fewer awkward follow-up emails and fewer "We miss this" conversations. Customers appreciated the clarity, and the payment became more predictable.

Reminders help by:

• Reducing unintentional payment delays.

• Setting clear expectations.

• Preventing minor misses from becoming churn triggers.

 Sometimes, a reminder is all it takes to keep a customer on track.

Recovering Payment with Dunning Management 

Not every payment goes through, and that's normal. Card expires. Bank limits change. Payment failed for reasons outside your control. What matters is how you respond when they do. 

​
Zoho Billing's Dunning Management automates follow-ups for failed payments.

​
Instead of a single failed charge leading to cancellation, businesses can set up multiple retries, both for attempts and notifications.

This structured approach helps:

• Recover revenue automatically.

• Give customers time to fix the payment issue.

• Avoid immediate service interruptions. 

In Zoho Billing, you can set up notifications and dunning automation not only for a subscription but also for other subscriptions. You can refer to our earlier post to know more.

​
For Rahul, dunning turned many "about-to-cancel" subscriptions into successfully recovered ones without any manual effort from his team.

Adding a Safety Net with Secondary Payment Method 

Even with reminders and retries, a single payment method can still be a point of failure. Despite the option to notify customers when their cards are expiring, some customers fail to update them on time, which can lead to involuntary churn.

​

Zoho Billing allows customers to add a backup payment method that serves as a fallback if the primary method fails. This small change had a significant impact on Rahul.

​

Instead of subscriptions lapsing, payments often succeeded via the backup method without the customer needing to intervene.

​

This reduces:

• Accidental service interruptions.

• Frustration caused by an expired card.

• Revenue loss due to avoidable failure.

 Sometimes, retention is just about removing friction that customers didn't even realise existed.

Using Free Plan as a Retention Safety Net 

In the previous post, we explored how a Free plan helps manage trials and failed payments. From a retention perspective, it plays a different role. Instead of cancelling a subscription outright when all payment attempt fails, Zoho Billing allows businesses to move customers to a limited-access Free Plan.

For Rahul, this changes the tone of difficult moments:

• Customers weren't locked out suddenly.

• Access was reduced, not removed.

• The relationship stayed alive.

Customers could continue engaging at a basic level and upgrade back when ready. This approach preserved goodwill and created more chances for recovery.

Identifying Risk Early  with Reports

Retention isn't just reactive; it's proactive. Zoho Billing provides reports that help businesses spot trouble before customers disappear.

Under Risk Report 

The Under Risk Report highlights customers at risk of churn due to payment failures or delayed renewals. Instead of discovering churn after it happened, Rahul's team could now reach out early with context.

"We noticed there were a few payment issues. Can we help?"

This early awareness made conversations more supportive and less transactional.

Lost Opportunities Report 

Not every lost customer is gone forever. The Lost Opportunities Report provides visibility into subscriptions for which the payment failed on the first attempt. For Rahul, this became a list of customers worth revisiting.

Some came back months later, Others needed a different plan or pricing model. Having this visibility turned past losses into future conversations.

This report, along with Abandon Cart Tracking, provides businesses offering both self- and sales-driven onboarding with a clear understanding of where and when a customer slips out.

Making It Easy to Come Back with Reactivations 

One of the biggest retention wins came from subscription reactivation. In-term reactivation, as explained in our previous post, makes a significant difference in your customer offering. Customers who cancelled earlier often return with:

"Can we restart from where we left off?

With Zoho Billing, Rahul could:

• Reactivate subscriptions mid-term

• Resume without creating a new invoice.

• Keep the original billing cycle intact.

Even better, reactivation could be enabled directly in the Customer Portal, allowing customers to resume services on their own without emails, calls, or delays.

This removed friction at the exact moment when customers were ready to return.

What Retention Strategies Does to Business? 

Retention is a process and not a single feature. Over time, Rahul learned that customers don't slip away all at once. They drift away through small, preventable moments.

Zoho Billing addresses those moments by:

• Reminding customers before issues arise.

• Recovering failed payments automatically.

• Offering a flexible fallback instead of a hard stop.

• Highlighting risk early through reporting

• Making it easy for returning customers.

 Each of these features works together to ensure customers don't slip away.

Zoho Billing helps businesses build these safety nets into their billing operations, ensuring minor disruptions don't become permanent losses. By staying proactive, flexible, and customer-friendly, companies can turn potential churn into lasting relationships and revenue. 

Up Next: Common Mistakes in Customer Handling

 

• Topic Participants

• Hari Hara Sudhan. S

  

• Sticky Posts

• Community Learning Series | Digest #5 — September 2020

  Dear customers, We're happy to bring you the September edition of our #CommunityDigest! Keep track of your subscription KPIs right from your smartphone: Last month, we enhanced our Android mobile app to help our customers get daily updates on their business health. We got to know from a lot of customers that this has made their job much more easier because they no longer have to keep a reminder to manually check on the previous day's revenue or activations. If you have not downloaded it yet, here's

• Community Learning Series | Digest #4 - August 2020

  Dear customers, We hope you're staying safe and healthy. I'm happy to bring you the fourth edition of our #CommunityDigest with some brand-new updates from us. 1. Daily Business Updates (for Android users) The Zoho Subscriptions Android app has got a cool new update: You can now get a push notification to your smartphone that lets you know how many activations and cancellations have taken place, and what's the net revenue for the previous day. The best part is, you can tell the app when exactly you

• Community Learning Series | Digest #3 - July 2020

  Dear customers, We hope you're staying safe and healthy. We're glad to bring you the July edition of our #CommunityDigest. New community members can view our previous newsletters here. This time, we have two major updates and three interesting topics for you: 1. Zoho Subscriptions Developer Community Since the inception of Zoho Subscriptions, our team believed that the recurring billing platform we provide should be able to offer an extensive API library that empowers businesses to automate most

• Introducing: Community Learning Series | Digest #1 - May 2020

  Dear customers, We hope you are staying safe and healthy. Helping businesses manage their customer subscriptions more efficiently has always been, and always will be, our goal at Zoho Subscriptions. We strongly believe this is possible if we grow together as a community and share what we know with each other. To nurture this shared learning experience, here is our brand-new Community Learning Series! ​ Welcome to the first edition of our digest! Each edition of our community digest includes guides

• Recent Topics

• Emails are going to notification folder and not in inbox

  emails are going to notification folder and not into inbox

• Error AS101 when adding new email alias

  Hi, I am trying to add apple@(mydomain).com The error AS101 is shown while I try to add the alias.

• Report on opportunities showing only the last note added.

  Hi I need to create a report that shows the most recent note added to each opportunity. This is so management can see what the latest update is according to the assigned salesperson. One workaround is to use the status field but this implies added manual work and mistakes as the salesperson would have to copy the existing status to a note before adding the latest status... otherwise the activity history would be lost. My current workaround is a report on Notes with Opportunities as the related module.

• Please add Zelle as an online payment option

  Hello, I would like to request Zelle be added to the online payment service providers for Zoho Invoice. Considering how ubiquitous Zelle has become as a way to pay people via the major banking institutions, I feel like many freelancers would benefit from

• This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details

  Hello, Just signed up to ZOHO on a friend's recommendation. Got the TXT part (verified my domain), but whenever I try to add ANY user, I get the error: This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details I have emailed as well and writing here as well because when I searched, I saw many people faced the same issue and instead of email, they got a faster response here. My domain is: raisingreaderspk . com Hope this can be resolved.  Thank you

• Getting Project Template List using the REST API

  I am trying to confirm that I can use the REST API to create a project using a project template. The API documentation indicates this is possible by providing the Template ID, but it is not clear at all how to get a list of available Project Templates

• How to display the CONTACT ID in the Contact page

  Hi, I've seen this conversation below and it is exactly the same question I'm raising now, but unfortunately the last message is not solved https://help.zoho.com/portal/community/topic/show-contact-id-while-editing-contact-form I need to show the ContactId and I don't know how to do this. The last message included in the conversaton shows the way but not it is not completed. "I am sorry by default we do not have the option to show the record ID for the contacts in the field in a record. When you

• How to change margins in templates

  Hi, I'm new to Zoho Campaigns, and am trying to figure out how to adjust the margins within an email template.  The default margins make the text go all the way to the edges of the page.  Please advise.

• Create Canvas list view templates from images powered by Zia

  Currently available for all paid editions of Zoho CRM in the US, EU, IN, JP & CN DCs. Designing a personalized CRM interface just got even easier. In today’s fast-evolving digital landscape, AI is transforming the way we work by automating complex tasks

• Painfully Slow Zoho mail

  Since yesterday Zoho Mail seems to have starting functioning very slowly and having a few bugs. It's slow to open mails, slow to send, slow to change between email accounts. Sometimes clicking on a particular folder (eg Sent folder) stops working and

• "Wrong password or login" Problem to configure Zoho on MAIL App on my Macbook

  Hi, I'm having problems to configure my e-mail on my MAIL App(Macbook pro). My e-mail is hari@trespontoum.net Actually was working perfectly, and still working on my Iphone. My MAIL App prompt me that my login or password is wrong. I tried to change 3

• "User already exist in your org"

  Hello, I've just read a discussion about this issue, which didn't solve my problem. I'm trying to add the following emails: sales@kiss-my-boutique.co.uk returns@kiss-my-boutique.co.uk orders@kiss-my-boutique.co.uk I'm getting an error message each time I try and add them. None of them are primary or secondary emails and none of them have been created as users before. I know this as when I try and login and do 'forgot my password' all I get is an error message saying 'user invalid'. Please advise.

• Operation Not Permitted

  Hi, I have problem in adding user after verifying the domain but it seems like error appeared which is "operation not permitted". For your information, I had delete other domain before did it.

• Email forwarding setup fails

  I'm trying to set up email forwarding from my Zoho email to my gmail address. I followed the directions to set up email forwarding here: https://www.zoho.com/mail/help/email-forwarding.html. I did only steps 1-6. After doing this, rather than setting

• Passing the CRM

  Hi, I am hoping someone can help. I have a zoho form that has a CRM lookup field. I was hoping to send this to my publicly to clients via a text message and the form then attaches the signed form back to the custom module. This work absolutely fine when

• Shopify store email issues- Not getting emails

  Hi We have migrated from Microsoft outlook to Zoho back in March, we have a shopify store, the domain is hosted on namesilo, not shopify, I have seen some people here complaining about not getting emails from customers who fill out the contact form on

• How do I fix this? Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked.

  How do I fix this? Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked.

• Invoice Discount Account

  Is there a way to change the account used for Discounts applied to an invoice? The current Discount account (ZB native account) type is an "Income" type. I would like to change it to "Other Income", but that is not possible, I am assuming because it contains

• Need Inactive accounts to be visible in Reports in Zoho Books

  I N=need Inactive accounts to be visible in Reports in Zoho Books to do recons of the accounts but when i see the same they are not visible in the Accountant - Account Transactions report

• API Support for Creating Invoices with Batch-Tracked Items

  Hi Zoho Community, I am working on an integration where we create invoices in ERPNext and push them to Zoho Books. I need to send batch-tracked items (batch numbers) when creating invoices. I could not find any reference in the Zoho Books API documentation.

• javax.mail.authenticationfailedexception 535 authentication failed

  Hi, I am facing 535 authentication failed error when trying to send email from zoho desktop as well as in webmail. Can you suggest to fix this issue,. Regards, Rekha

• Phantom Opening Balance

  While experimenting w/ creating a composite item, Zoho added funds to Petty Cash and added Bank Account equal to previous day's balance. I'm unable to undo the adding of funds. Attaching screenshots of both bank account and petty cash transactions.

• Importing customer comments and multiple shipto addresses

  I am evaluating Zoho Books and have most of my data imported with two exceptions: (1) Import customer comments - in my current system I have several comments of different types, and I need to bring these into Zoho. Preferably Books customer records, but

• Detailed Account Reports - Add Running Balance

  When one clicks into an account from a report (say P/L or Balance Sheet), the default reports have the Debit, Credit, and then the Amount. The Amount column (last one) is duplicate information. It would be far better and fit more peoples' use cases if

• How to Billed from two different GST Numbers

  How to Billed from two different GST Numbers. Suppose ABC & Co had GST registration in Delhi and Haryana and Zoho account is created with Delhi GST Registration number. Now i also want to issue invoice from Haryana GST Registration number. How can i proceed ?

• Payment system for donations management

  I manage an organization where we receive donations from payers. Hence, there is no need to first create invoices and then create payments received against the invoices. What are the recommended best practices to do this in ZohoBooks?

• Zoho IP blocked by SpamHaus

  ERROR CODE :550 - 5.7.0 Your server IP address is in the SpamHaus SBL-XBL database, bye

• IMAP Communication Problems - IMAP Down Again

  We are experiencing the same problems over the last week or so that were supposedly 'solved' according to this thread. Zoho Imap Down Again This is affecting attempts to use IMAP on multiple ISPs and users so is definitely narrowed down to Zoho problems.

• Can't login to Zoho mail

  I'm logged into Zoho but when I try to go in zoho mail I get: Invalid request! The input passed is invalid or the URL is invoked without valid parameters. Please check your input and try again. I just set up my mx records and stuff with namecheap a few

• Hotmail is STILL blocking the zoho mail IP

  Greetings, as I already mentioned in my last message, my Zoho IP has been blocked by Hotmail for more than 15 days. Although someone said that the issue was "solved," it still isn't, and this amount of time seems neither normal for a "serious" company,

• Keyboard shortcut M key

  I'm trying to customize my keyboard shortcuts and assign the "m" key. But it says the key is already assigned. I've looked through all my shortcuts and can't see any assigned "m". When I select an email and press the M key, nothing happens. What is the

• Manage customer access across multi-brand help centers

  Hello everyone! Managing customer's access across multiple brands has been streamlined with the ability to invite, reinvite, approve, reject, and deactivate contacts individually for each help center brand . This enhancement gives administrators precise

• White Label certificate

  Hi all, About 72 hours ago, we fulfilled all steps for white labeling (CNAME to point to mail.cs.zohohost.eu), but since then the configuration page is now stuck at "generating certificate" since 3 days. When I execute an NSLOOKUP mail.webfoundry.be it

• Unusual activity detected from this IP. Please try again after some time

  When i try to create new addresses on my account i am getting this error, it has been 24 hours now and i am still getting this error can anyone help

• How to add a new domain in my account?

  Probably zoho has the worst UI in the market. Cannot add a new domain to manage a new email address.

• Ability for admin to access or make changes in zoho form without asking for ownership

  Currently in zoho form only form owner can make the changes in the form and if someone else has to make changes then we have to transfer the ownership to them and even admin also cant access it . So i think admin must have the ability or option to access

• Why does Zoho’s diff viewer highlight parts of unchanged lines?

  Hi everyone, I’ve noticed something odd in the Zoho editor’s diff view. When I delete a single line, the diff doesn’t just mark that line as removed. Instead, it highlights parts of the next line as if they changed, even though they are identical. Example:

• Report sorting not working

  I make extensive use of Summary reports and Pivot Tables. Most of these reports are structured such that I have several columns of "information" data that I want displayed, followed by one or more "Data" summarizations. For example, I have the following

• New Enhancements in Wizards

  Dear All, Wizards help you break a long form into a series of smaller forms on different screens, making it less overwhelming. We are thrilled to introduce a couple of enhancements to wizards in Zoho CRM: Enhancements for conditional rules in Wizards

• Microsoft Teams now available as an online meeting provider

  Hello everyone, We're pleased to announce that Zoho CRM now supports Microsoft Teams as an online meeting provider—alongside the other providers already available. Admins can enable Microsoft Teams directly from the Preferences tab under the Meetings

• Next Page