Eric Yuan personally video called every early customer who canceled their subscription
Eric Yuan · How Zoom prepared for massive growth (w/ CEO Eric Yuan) | Masters of Scale · Feb 6, 2026 · at 14:42
Zoom founder and CEO Eric Yuan describes his hands-on approach to understanding customer churn during the company's early growth stages.
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“I still remember early on, at that time, Zoom the subscription cost is less than 10 dollars, nine 99 per month. And some users, they canceled the service. I personally reached out to each of them. And get a Zoom call to understand what's going on.”
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