Terms

Before we wrap up the year, I wanted to share the things we've done over in the last few months . Since then we've finished three cycles of six weeks, and our usual cool-downs within. There's plenty to go over in this article, so let me jump into.

Big Batch projects

We delivered six "big bunch" projects. They were balanced our bets on the near future. regular updates, based on client feedbackand enhancements in our technological foundations.

1. A new metrics experience

There was a time when there was a "standard problem" collection of SaaS indicators for customers to analyze their performance. We noticed over time that this was falling short in a couple divergent methods: it wasn't accessible for customers with no prior knowledge of data and not offering enough information and for customers with strong data skills (or even their own internal analytics team). These issues led to the lack of confidence in the data we were surfacing.

Earlier this year we rolled out a new data collection API and analytics layer, which laid the foundation for an personal experience in terms of metrics, focusing on member. This meant getting rid of some older metrics, adding new metrics, as well as making them more reliable and more detailed.

Our new Trials metrics dashboard

We still support a few orders-based legacy metrics, while these new metrics are focused on trends and analysing the health of your business over a long time horizon.

These metrics share a design framework based around analysing trends on a month-to-month basis. We believe this is a better fit for the businesses that offer recurring memberships which use . We chart these trends in time using segmented columns. We also provide a table breaking out each specific segment for each month.

Our new Churn metrics dashboard

You can click on each particular cell segment for an overview of the graph of data for that particular month as well as, more importantly, see each of the information points which make up the activity (whether it's subscriptions or members).

In short, you can take the same path through the cells to the atom. These were created to assist creators easily understand what's working as well as what's not working and where to double down.

The most recent trend indicators are The new trend metrics are: The new trend metrics are: MRR. See the factors the are a part of your monthly recurring revenue carrying forward from previous month, the addition of new members, reactivations and upgrading, downgrades and cancellations as well as failed the payment. You can also see ARPM and LTV. Then, you can see the number of Paying Members. It's as easy as that, you can see how your audience of members who pay you changes with time. The same sorting as is available through MRR (upgrades or downgrades and so on.). -- Net Revenue. It is a quick look at the raw cashflow for the month, derived from total revenue less refunds. - Churn. Find out if there are any issues that may be lurking beneath the surface, by observing the revenue churn break down into voluntary (cancellations) or involuntary churn (failed the payment). It is also possible to see rates and counts in each of these segments (i.e. X failed payments for an amount of Y%). - Trials. Examine the effectiveness of your free and paid trials over time. For a given month you will be able to see the amount of trials that were launched, as well as the length of time they lasted and which ones were changed to recurring memberships and also the overall conversion rate of your trial. - Plan comparison. Select up to 5 plans and compare them against each other using any of the metrics listed above.

2. Comment and Likes on our the posts

Posts allow customers to communicate with their paid members directly through email, and also publish to their own hosted blog. Posts can be utilized in many different ways; for example, as a replacement for newsletters for benefits to members, or to simply reach out and check-in.

KH8rlU5AAx3bZOPrgV3J The new Comments feature

In order to better create the space needed to encourage dialogue and build community, we now enable comments and likes on posts (and likes to comments). You can enable them at a global and per-post basis. This includes a locked read-only state for after a discussion has taken its course.

You can deep link to comments, load recently added comments in real-time without a page refresh, display badges on comments posted by staff members as well as moderate abuse by malicious actors. Members can also enable notification notifications to their browsers when new comments are posted.

Posts continue to be an constant investment for us, and we're thrilled over the possibilities of new use scenarios this could open up to our customers.

3. Improving group subscriptions

customers can sell Group Subscriptions, which comprise many seats, which are managed and paid for via a single point of contact. This is often used in institutional settings or for corporate use.

We've iterated on this feature often through the years but have made several major improvements based on observed usage and customer pain points.

The updated Interface for Group Subscription interface

We shipped six key upgrades to Group Subscriptions:

• Groups of plan members can now upgrade themselves from individual subscriptions to a group subscription prior to this, but it had to be done manually by an admin.
• Changing managers: It's now possible to allow group leaders to turn over management of the group to another participant which is much simpler for administrators of the site as well. Managers don't take a seat and customers are able to specify whether managers of the group membership should count towards the total number of seats included with the subscription or not.
• Auto-renew is not available for subscriptions paid externally: When an individual subscription is paid externally (via checks or any other method) then we do not show the auto-renewal options in their account since it is managed by the administrator of the site.
• Display seat utilization in the admin: We improved our dashboards so that they better show the seat usage for all group subscriptions.
• Generic URL for managing members To previously join a user to the area in their account where they can manage their team, they needed to provide their unique URL with their ID. It's now possible to share a generic routing URL so creators can automate their customer service.

4. Updates to our Marketing Site

Since we redesigned out marketing website in the first quarter of 2020 , we've introduced a ton of enhancements and new features to our site, however we had not redesigned to keep our site current and convey our story in the most compelling manner that was possible.

Changes made to .com

We conducted a complete content audit, reframed our brand positioning on the basis of our findings, and then created new landing pages, enriched our images with refined branding, and updated our Customers page to highlight the features that they're currently using.

Improvements to .com

This all aims to emphasize the modularity of the system, and also how it can fit into so many different applications.

5. Performance improvements

The software is employed by several big creators who generate millions in revenue per year along with hundreds of thousands users. As we've onboarding these customers and observed, certain parts of our admin were becoming very slow and cumbersome in daily usage, reflecting the poor reliability of our system and level of craft.

The last cycle was dedicated to improving the efficiency of a few important areas, including Activities, the Dashboard, CSV exports, and the view segmented of members who are free. Qualitatively the experience of navigating accounts with huge audiences has become much snappier as well as we're witnessing dramatically decreased load times as well as worker load via our instrumentation.

6. Cancellation surveys

For more information for creators about the reason why they have cancelled their subscriptions, we're distributing cancellation Surveys which will be presented the members who have cancelled. These data are aggregated and displayed in the new view of cancellations.

's new Cancellation surveys feature

This information not only aids the creators regain those members, but also creates feedback loops that assist them to understand the importance of their membership service over time, to help to align their business with their clients' expectations.

Our new Cancellation surveys

This new view gives creators a view of two segments: cancelled subscriptions that haven't yet turned over (and are able to be redeemed), and ones that were fully churned and expired. You can also see the breakdown in cancellation reasons in each segment. The data is sortable and exported as a CSV as with everything else within .

Surveys are able to be turned on or deactivated, but they are disabled by default.

On-the-fly, small-batch projects

They are small projects were completed alongside the more extensive tasks described above (not including bugs and support tickets). They generally range from 2 days to 2 weeks of work and are inspired by feedback from our customers as well as insight gained from our client-facing teams. We [email protected]

• A preferred partner page is added to our site for marketing to present our most valuable development partners and connect prospects with them.
• pagination of our blog in order to improve SEO and increase duration on the site.
• new protection to podcast RSS feeds that are served by ACast.
• assistance of Hungarian as well as Czech as options for localization
• A brand new coupon targeting feature that allows coupons to can be used on any or all of the following purchase, previous purchases for reactivating subscriptions that have expired, or when upgrading a subscription.
• An API feature that allows you to block some text links restricting iOS app store approvals for certain customers.
• new options for tax handling new options for tax handling Canada, so clients are getting the correct amounts based on their revenue and nexus
• Cookie banner on the marketing site for EU as well as UK visitors to the UK and EU sites.

We have also automated some internal software which we employ to move customers away from competitors such as Substack and Pico. Finally, we audited and then restricted the use of third -party cookies to enhance privacy.

Like all releases, these truly are a team effort from research and development to implementation, helping with documentation, customer service, and marketing. Thanks to the team for all of the incredible work and hugh thanks to our customers and partners. Happy holidays!