Terms

In the final days of this year, I'd like to talk about what we've been up to the past few months at . Since then we've finished three cycles of six weeks, which we typically cool down during the intervals. There's plenty to go over, so I'll jump right into.

Big batch projects

We delivered six "big batches" projects. They were balanced betting on the future iterative updates based on customer feedback, and improvements to our technical foundations.

1. A new metrics experience

There was a time when there was a "standard issue" list of SaaS metrics that customers could use to analyze their performance. We noticed over time that the metrics were not up to par in two distinct methods: it wasn't accessible to data-novice customers while also lacking sufficient detail for customers with strong knowledge of data (or even internal analytics team). This led to an untrustworthy view of the information we provided.

In the course of this year, we have 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 the old metrics and introducing new metrics and improving their reliability and detailed.

Our new Trials metrics dashboard

We still support a few old metrics based on orders, but new metrics tend to be more focused on trends as well as assessing business health over a more long time horizon.

They share a design framework based around the analysis of trends on a monthly calendar basis, which we think will be more suitable for the businesses that offer recurring memberships which use . We chart these trends over time with segmented columns. We also have a table which breaks into segments for each month.

Our new Churn metrics dashboard

You can click on each particular cell segment for a view of that graph of data for that particular month, and importantly: see each of the data points that make up the data (whether the activity is subscriptions or members).

It's easy to take the same path through the organisms to the electron. The idea behind them was to aid creators easily understand what's working in their lab, as well as where to double down.

The latest trend metrics include the following: The new trend metrics are: MRR. See the factors the contribute to your monthly recurring revenue carrying forward from previous month, the addition of new members, reactivations and upgrades, downgrades, cancellations, and failed payment. Additionally, look at ARPM as well as LTV. -- Paying members. Simple, check out the ways your list of paying members changes over time. It's the same way to segment your audience that you get with MRR (upgrades, downgrades, etc). - Net revenue. An easy look at your total cashflow in the month calculated from the total revenue less 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) or involuntary (failed payment). It is also possible to see rates and numbers for each segment (i.e. X payment that failed for an amount of Y percent). - Trials. Review the results of both your paid and free trials over the course of time. For a given month you will be able to see the number of new trials launched, as well as the length of time they lasted, and how many have been converted into recurring memberships and also the conversion rate for your entire trial. - Plan comparison. Choose up to five plans to compare each other by using one of the above metrics.

2. Comments and likes on the posts

Posts allow customers to communicate with their paid members directly by email. They can also post to their own hosted blog. It can be used in many different ways; as a newsletter replacement, to deliver benefits, or just to reach out and keep track of.

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To better carve out the space needed to encourage dialogue and to build community, you can now make comments and likes available on posts (and likes on comments). You can enable them on a global or per-post basis. You can also lock a read-only state for when a discussion has run its course.

The ability to link deep to comments, load recently added comments instantly without page refresh, show badges to show comments made by staff members and moderate any abuse from malicious actors. Members can also enable browser notifications for the time that new comments are added.

Posts remain an area of constant investment for us, and we're excited about the potential new uses scenarios this could open up to our customers.

3. Enhancing group memberships

customers can sell Group Subscriptions that comprise many seats, which are managed and paid for by a single contact. These are typically utilized in corporate or institutional settings.

We've iterated on this feature many times throughout the years, and had collected several larger enhancements based on the usage we've observed as well as customer complaints.

The new Group Subscription interface

Six upgrades were delivered for Group Subscriptions:

• Plan groups members are now able to upgrade themselves from individual subscriptions to a group subscription that was previously required to be manually done through an administrator.
• Managers changing it's now possible to allow group leaders to turn over the administration of the group to another participant which is much simpler for site admins too. Managers do not take seats: Customers can specify that managers of the group subscription will count toward the total amount of seats in the subscription, or not.
• No auto-renew for externally paid subscriptions when an individual subscription is paid for externally (via cheque or another method) then we do not display auto-renewal choices within their account as this by definition is managed by the admin of the website.
• Seat usage is displayed within admin The dashboards we have created were improved. dashboards, allowing us to display more clearly how many seats are currently used across all group memberships.
• Generic URL for managing members To previously join a user to the area in their account where they were able to manage their team, you required sharing their personal URL with their ID. Now, there's a general routing URL that users can streamline their support for customers.

4. Updating our marketing site

Since we redesigned out marketing website in the first quarter of 2020 we've shipped many enhancements and new features to our website, but haven't revisited to ensure that we make sure our website is current and tell our tale in the most effective manner possible.

Qh6BWaqgriImc2tXwjGq New updates to .com

We did a full content audit, reframed our brand positioning on the basis of the information we've gathered, designed new landing pages and enhanced our images with refined brands, and revamped our Customers page to highlight the features that they're currently using.

Nmvm0PTaV8BewQLBGYh1 Enhancements to .com

The goal is emphasize the modularity of the system, and also how it can fit into so many different applications.

5. Performance improvements

It is utilized by a number of big creators who generate millions in revenue per year with hundreds of thousands of members. As we've onboarding these customers We noticed that some parts of our admin were becoming very heavy and slow in everyday usage, reflecting poorly on our reliability and quality of work.

A whole cycle has been dedicated to improving the efficiency of several key areas: Activities, the Dashboard, CSV exports, and the view segmented of members who are free. In terms of experience, navigating accounts with huge audiences is much more efficient and we're seeing dramatically reduced load times and the burden of our workers through our instruments.

6. Cancellation surveys

To provide more insights to creators on the reasons why customers have cancelled their subscriptions, we're sending cancellation Surveys to be shown to members after cancelling. The data will be aggregated into an updated cancellation view.

New Cancellation Surveys feature

The data does not just help owners regain customers, but also provides a feedback loop that can aid them in understanding the worth of their membership program as time passes, helping align it with their customers' expectations.

Our new Cancellation surveys

The new version of the view provides creators with an overview of two distinct segments: cancelled subscriptions which haven't yet been had a churn (and could be returned), and ones that were fully churned and expired. You can also see the breakdown in cancellation reasons for each segment. This data can be processed and exported in CSV. CSV as with all other information within .

Surveys can be disabled or disallowed, however it is normally enabled.

Small batch, and on-the-fly projects

They are small projects were completed alongside the more extensive projects described earlier (not including bugs and support tickets). These projects typically span from two days up to two weeks of work, guided by feedback from customers and insight gained from our client-facing teams. We [email protected]

• A preferred partners page on our website for marketing, which will showcase some of our best development partners, and to connect them with potential leads.
• pagination to our blog to improve SEO and increase duration on the site.
• New protection for podcast RSS feeds served from ACast.
• Support for Hungarian as well as Czech as options for localization
• a new coupon targeting option, so coupons can now be applied to any of the following purchase, previous purchases in the event of reactivating expired subscriptions and when you upgrade your subscription.
• an API option to hide specific text links which were hindering iOS app store approvals for some customers.
• New options for tax management in Canada, so customers are collecting the proper amount based on the revenue and the nexus
• Cookie banner on the marketing site for EU and UK visitors.

Additionally, we automated several internal software that we use to migrate customers away from competitors such as Substack as well as Pico. In addition, we analyzed and further limited our usage of 3rd parties' cookies in order to protect our customers' privacy.

As with all of our releases, they represent a complete team effort from research and development to implementation, helping with documentation, customer service and even marketing. Thanks to the team for all their amazing work, and a huge thank you to our customers and partners. Merry Christmas!