Terms

In the final days of the year, I wanted to let you know the activities we've had in the last few months . We've now completed three six-week cycles, and our usual cool-downs within. There's plenty to go over and I'll dive right into.

Big Batch projects

Six "big bunch" projects, balancing bets on the future, iterative updates based on customer feedback, and improvements in our technological foundations.

1. A new metrics experience

Previously, had a "standard problem" collection of SaaS metrics for customers to assess their performance. Over the years we noticed that it was not meeting the requirements in a couple divergent ways: being inaccessible for customers with no prior knowledge of data and not providing enough detail and to customers who have strong data skills (or perhaps even their internal analytics teams). These issues led to a lack of trust in the data we were surfacing.

In the course of this year, we have rolled out a brand-new data collection API as well as a metrics layer that laid the foundations for a more subjective experience with metrics that is focused on the importance of membership. This involved removing certain metrics that were outdated, and adding new metrics and making them more trustworthy and more detailed.

Our new Trials metrics dashboard

We still support a few orders-based legacy metrics, while new metrics tend to be more about trends and analyzing business health over a longer period of time.

They share the same design principles that are based on the analysis of trends on a monthly calendar basis, which we think is a better fit for the recurring membership businesses that use . We chart these trends over time with segmented columns. We also provide a table breaking into segments for each month.

Our new Churn metrics dashboard

Click on any specific cell segment to view the monthly data graph, and importantly: see each of the data points that make up the activities (whether the activity is subscriptions or members).

It's easy to take the same path that leads from organisms down to the electron. The idea behind them was to aid creators easily understand what's working as well as what's not working and the best places to go for a second look.

The new trend metrics include The new trend metrics are: The new trend metrics are: MRR. Check out the elements that are a part of your monthly recurring revenue carried over from the prior month, the addition of renewals, new members, upgrading, downgrades and cancellations and missed payment. You can also see ARPM as well as LTV. -- Paying Members. It's as easy as that, you can see how your audience of members who pay you changes with the course of time. You get the same segmentation that you get by MRR (upgrades and downgrades etc.). -- Net Revenue. It is a quick look at the monthly cash flow that is derived from your total income minus refunds. - Churn. Identify potential issues lurking under the surface by seeing the revenue churn break down into the voluntary (cancellations) and involuntary churn (failed payments). Also, you can see the rate and count in each of these segments (i.e. X payment that failed for an amount of Y%). - Trials. Examine the effectiveness of your free and paid trials over the course of time. Each 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 changed to recurring memberships as well as the conversion rate for your entire trial. - Plan comparison. Choose up to five plans to compare each other by using one of the metrics listed above.

2. Comments and likes on posts

Posts allow customers to communicate with their members who pay, via email and publishing to their own hosted blog. Posts can be utilized to various ways, such to replace newsletters for benefits to members, or to simply reach out and check-in.

New Comments feature

To better carve out spaces to allow for dialogue and to build community, we now enable comments and likes on posts (and comments that like comments). These can be enabled 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 newly added comments immediately without page refresh, and display badges on comments posted by staff members, as well as moderate abuse by bad actors. Members can also enable browser notifications for whenever new comments are made.

Posts continue to be an continuous investment for us and we're excited about the potential new uses cases this opens up for customers.

3. Improving group subscriptions

Customers are able to sell customers can sell Group Subscriptions These comprise multiple seats managed and paid-for via a single point of contact. This is often used for institutional or corporate settings.

We've iterated on this feature often over the years, but we've made several enhancements based on the usage we've observed as well as customer complaints.

The updated Interface for Group Subscription interface

We delivered six important upgrades to Group Subscriptions:

• Groups of plan members are now able to self-service upgrade their individual subscriptions to a group subscription that was previously required to be done manually through an administrator.
• Managers changing: It's now possible for group managers to hand over the administration of the group to another participant as well. It's a lot easier for site admins as well. Managers don't take a seat and customers are able to specify that the manager of the group membership will count toward the amount of seats in the subscription or not.
• There is no auto-renew option on subscriptions that are paid for by an external source If an individual subscription is paid externally (via checks or any other method), we no longer display auto-renewal choices in their account since the management of this is done by the administrator of the site.
• Seat usage is displayed in the admin Our dashboards to better display the current utilization of seats for all group subscriptions.
• Generic URL for managing members To previously join a user to the area in their account where they were able to manage their team, they had to share their specific URL with the ID. There's now a generic routing URL so the creators are able to automate their customer support.

4. Updates to our Marketing Site

When we overhauled our marketing site at the start of the year 2020, we've released numerous updates and features to our product, but hadn't gone back to make sure our website is updated and convey our tale in the most compelling way that was possible.

Updates to .com

We conducted a complete review of our content, changed our positioning for products based on what we've learned, created new landing pages, enhanced our screenshots with more refined branding, and updated our Customers page to highlight what features are being used by customers.

The

Changes to .com

All of this is bring out the modularity of our system and the way we could be incorporated into a variety of use cases.

5. Improvements in performance

The software is employed by several large creators, each driving millions in revenues each year and hundreds of thousands of users. As we've onboarding these customers and observed, certain aspects of our admin were becoming very difficult to use and slow during daily use, indicating poorly on our reliability and level of craft.

The last cycle was dedicated to improving the performance of a few important areas, including Activities, the Dashboard, CSV exports, as well as the segmented view of members who are free. The experience of using the account that has large audience has become more responsive and we're seeing dramatically decreased load times as well as the burden of our workers through our instruments.

6. Cancellation surveys

For more information for creators on the reasons why customers decide to cancel their subscriptions we're sending cancellation Surveys to be shown to subscribers after they have cancelled. This data is aggregated in a new cancellations view.

New Cancellation Surveys feature

This information not only aids the creators regain those members, but it also helps create an feedback loop to aid them in understanding the worth of their membership service over time, to help align it with their customers' requirements.

Our new Cancellation surveys

This new view gives creators a view of two categories: cancelled subscriptions that aren't yet turned over (and can be won back) as well as those that are fully expired and have been churned. You can also see the reasons for cancellation in each segment. These data are processed and exported in CSV. CSV as with all other information in .

Surveys are able to be turned on or deactivated, but they are normally enabled.

Small-scale batch and on-the-fly projects

These are the smaller tasks that were delivered alongside the larger work detailed above (not not including support and bugs tickets). The typical timeframe is 2 days to 2 weeks of work and are guided by feedback from customers and insights gained from our customer-facing teams. We [email protected]

• A preferred partner page is added to our marketing site, to present our best development partners and connect prospects with them.
• pagination of our blog in order in order to boost SEO and improve the amount of time spent on our site.
• New protection for podcast RSS feeds that are served by ACast.
• support for Hungarian as well as Czech as localization options
• A brand new coupon targeting feature which means coupons are now able to can be used on any or all of the following items: new purchases, existing purchases, in the event of reactivating expired subscriptions or even when you upgrade a subscription.
• an API option that hides certain text links that were restricting iOS app store approvals for some customers.
• innovative tax-handling options new options for tax handling Canada and clients are getting the correct sums based on their income and the nexus
• Cookie banner on the website for marketing to EU and UK visitors to the UK and EU sites.

We also automated some internal software that we use to migrate customers to other companies like Substack and Pico. Finally, we audited and further limited our use of 3rd party cookies to improve privacy.

Like all releases, these really are a full team effort , from research and shaping to execution, helping with documentation, customer service, and marketing. Thanks to the team for all of the remarkable work done and many thanks to our partners and customers. We wish you a Merry Christmas!