Terms

In the final days of this year, I'd like to let you know the activities we've had the past few months at . In the past three months, we've finished three cycles of six weeks, with our typical cool-downs during the intervals. There's a lot to cover in this article, so let me jump into.

Big Batch projects

We delivered six "big bunch" projects. They were balanced bets on the future, iterative updates based on customer feedbackand enhancements on our technical infrastructure.

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. Over the years we noticed that it was not meeting the requirements in a couple divergent ways: being inaccessible to data-novice customers while also not providing enough detail and to customers who have strong knowledge of data (or perhaps even their internal analytics teams). This led to a lack of trust in the data we were surfacing.

Earlier this year we rolled out a brand new Data collection API and analytics layer, which laid the foundation for an personal experience in terms of metrics, focusing on member. It meant removing certain metrics that were outdated, and adding new ones, and making them more trustworthy and detailed.

Our new Trials metrics dashboard

We still support a few traditional metrics that are based on orders. However, these new metrics are more focused on trends as well as assessing the health of your business over a long time horizon.

They share an architecture framework that is based on the analysis of trends on a monthly calendar basis. We believe this will be more suitable for the businesses that offer recurring memberships which use . These trends are tracked in time using segmented columns. Below, we provide a table breaking down each segment of every month.

Our new Churn metrics dashboard

It is possible to click on every individual cell segment to see a view of that graph of data for that particular month in addition to seeing each of the data points that make up the data (whether you're looking for members or subscriptions).

In short, you can follow the path through the organisms down to the Atom. They were designed to help creators easily understand what's working, what's not, and how to improve their performance.

The most recent trend indicators are The new trend metrics are: - MRR. See the factors the contribute to your monthly recurring revenue: carryover from the prior month, the addition of new members, reactivations, upgrade, downgrades, cancelations as well as failed payment. You can also see ARPM as well as LTV. Then, you can see the number of Paying Members. Simple, check out how your audience of paying members changes over the course of time. The same sorting that you get with MRR (upgrades and downgrades and so on.). - Net revenue. It is a quick look at the raw cashflow for the month that is derived from your total income minus refunds. - Churn. Find out if there are any issues that may be lurking beneath the surface with the help of the revenue churn breakdown by voluntary (cancellations) as well as involuntary (failed payments). It is also possible to see rates and numbers in each of these segments (i.e. X failed payments for an amount of Y percent). - Trials. Review the results of both your paid and free trials over time. For a given month you'll be able to determine the amount of trials that were launched, as well as the length of time they lasted, and how many changed to recurring memberships in addition to the overall conversion rate of your trial. - Plan comparison. Pick up to five plans and compare them against each other by using one of the metrics 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. This is used to various ways, such as a newsletter replacement for benefits to members, or to simply reach out and keep track of.

New Comments feature

For better separating the space needed to encourage dialogue and create a sense of community, you can now enable comments and likes on posts (and likes on comments). These can be enabled on a global or per-post basis. You can also lock a read-only state for after a discussion has taken its course.

You can deep link to comments, load recently added comments instantly without page refresh, and display badges to show comments made by employees, and manage any abusive comments from criminals. Members are also able to enable notification notifications to their browsers when new comments are posted.

Posts are an area of continuous investment for us and we're very excited over the possibilities of new use cases this opens up for our customers.

3. Improved group subscriptions

customers can sell groups of Subscriptions that are subscriptions that contain many seats, which are managed and paid for by a single contact. These are typically utilized in institutional settings or for corporate use.

The feature has been discussed often over the years, but had collected several larger enhancements based on the usage we've observed and the customer's complaints.

The updated Interface for Group Subscription interface

We delivered six important upgrades to Group Subscriptions:

• Plan groups members are now able to self-service upgrade their individual subscriptions to group subscriptions that was previously required to be done manually through an administrator.
• Managers changing it's now possible for managers of groups to transfer the management of their group to a different member as well. It's a lot easier for administrators of the site as well. Managers aren't allowed to take a seat customers can choose whether or not the manager of the subscription to the group will count toward the seats that are included in the subscription, or not.
• No auto-renew for subscriptions paid externally If the group's subscription is paid externally (via check or other), we no longer display auto-renewal choices within their account as it is managed by the site admin.
• Seat usage is displayed in admin: We improved our dashboards, allowing us to display more clearly the seat usage in all subscriptions to groups.
• Generic link for managing members: Previously to deep join a user to the section of their account in which they were able to control their team, you needed to provide their unique URL that included the ID. There's now a general routing URL that the creators are able to automate their customer service.

4. Updates to our Marketing Site

When we overhauled our marketing website in the first quarter of the year 2020, we've released many enhancements and new features to our site, however we hadn't gone back to keep our site up to date and to present our story in the most effective method that was possible.

Qh6BWaqgriImc2tXwjGq Updates to .com

We conducted a complete content audit, reframed our positioning for products based on our findings, and then created new landing pages, enriched our images with refined brand names, and redesigned the Customers page in order to emphasize the features that they're currently using.

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Improvements to .com

This all aims to emphasize the modularity of our system and the way we could be incorporated into a variety of scenarios of use.

5. Improvements in performance

It is utilized by a number of large creators, each driving millions in revenues each year with hundreds of thousands of customers. While we've been onboarding our customers We noticed that some parts of our admin had become extremely heavy and slow in everyday use, indicating poor on our reliability and quality of work.

We dedicated a cycle to improving the performance of a few crucial areas: Activities Dashboard, Dashboard, CSV exports, and the segmented view of Free Members. Qualitatively the experience of navigating the account that has large audience has become more responsive as well as we're witnessing dramatically shorter load times, and a decrease in worker load via our instrumentation.

6. Cancellation surveys

In order to provide additional information to creators around why members are cancelling their subscriptions, we're sending cancellation Surveys which will be presented the members who have cancelled. This data is aggregated in an updated cancellation view.

New Cancellation Surveys feature

This data not only helps the creators regain those customers, but also provides an feedback loop to assist them to understand the importance of their membership service as time passes, helping align it with their customers' expectations.

Our new Cancellation surveys

This new view gives creators the ability to see two different sections: subscriptions cancelled that haven't yet had a churn (and can be won back) as well as those that are fully expired and have been churned. Also, you can see the cancellation causes that are broken down for each segment. These data are processed and exported in CSV. CSV similar to all other information in .

Surveys are able to be turned on or disallowed, however it is normally enabled.

Small batch, and on-the-fly projects

These are the smaller tasks that were delivered alongside the larger projects described earlier (not not including support and bugs tickets). They generally range from 2 days up to two 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 partners page on our site for marketing to showcase some of our most valuable development partners. It also connects the potential leads to them.
• pagination of our blog in order to improve SEO and increase time-on-site.
• new protection to podcast RSS feeds served from ACast.
• Support to Hungarian as well as Czech as localization options
• A new option for coupon targeting that allows coupons to be applied to any of the following items: new purchases, existing purchases, for reactivating subscriptions that have expired, or even when you upgrade a subscription.
• an API option that hides specific text links which were restricting iOS app store approval for some customers.
• new options for tax handling in Canada which means that customers are collecting the proper sums based on their income and the nexus
• Cookies banners on the site of marketing for EU as well as UK users.

Additionally, we automated several of our internal tools that we use to migrate customers to other companies like Substack as well as Pico. Finally, we audited and then restricted our use of 3rd -party cookies to enhance privacy.

Like all releases, these really are a full team effort from research and design to the execution helping with documentation, customer service, and marketing. We thank the team for their remarkable work done and many thanks to our customers and partners. Happy holidays!