[sdernley]

It's tough, but eventually it should pay off and once it does then you should be able to focus your efforts on stopping it happening in the first place.

I've always found it's a good idea to keep in touch from the start at an early stage (not too much though, don't make them regret they signed up in the first place). You won't always get a reply but people will be more open to your emails when it's less out of the blue. Try to make them relevant to the stage they're at though (just signed up, just started using stuff properly). You could probably automate some of the earlier parts too. I find people are usually pretty happy to help when they think they're making a difference.

Hope it works out for you!