Terms

As we close out this year, I'd like to talk about the things we've done over in the last few months . In the past three months, we've completed three six-week cycles, which we typically cool down during the intervals. There's lots to talk about, so I'll jump right into.

Big Batch projects

We delivered six "big bunch" projects that were balancing betting on the future iterative updates based on customer comments, as well as improvements on our technical infrastructure.

1. A new metrics experience

The previous version of the service had a "standard standard" collection of SaaS indicators for customers to analyze their performance. Over the years we noticed that this was falling short in two distinct methods: it wasn't accessible to customers who aren't experts in data, and not providing enough detail and for customers with strong knowledge of data (or even their own internal analytics teams). This led to the lack of confidence in our data that we were sharing.

This year we started rolling out a new data collection API and metrics layer to lay the foundation for an subjective experience with metrics that is focused on member. This meant getting rid of some older metrics, adding new metrics, as well as improving their reliability and precise.

Our new Trials metrics dashboard

We still support a few orders-based legacy metrics, while new metrics tend to be focused on trends and analysing the health of your business over a long period of time.

These metrics share a design framework based around analyzing trends on a calendar-month basis, which we think will be more suitable for businesses with recurring subscriptions that utilize . These trends are tracked through time by using segments in columns. Below, we have a table which breaks out each specific segment for every month.

Our new Churn metrics dashboard

Click on any particular cell segment for a view of that monthly data graph, and importantly: see every single details that comprise the activities (whether you're looking for members or subscriptions).

Simply put, it is possible to go through the cells to the Atom. They were designed to help makers understand the process of creating in their lab, as well as where to double down.

The latest trend metrics are The new trend metrics are: - MRR. See the factors the contribute to the monthly recurring income carrying forward from prior month, the addition of new members, reactivations, upgrading, downgrades and cancellations as well as failed the payment. Additionally, look at ARPM and LTV. Then, you can see the number of Paying Members. Simple, check out the ways your list of paying members changes over time. You get the same segmentation that you get through MRR (upgrades, downgrades, etc.). -- Net Revenue. It is a quick look at the 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 break down into the voluntary (cancellations) and involuntary churn (failed the payment). It is also possible to see rates and counts for each of these segments (i.e. X missed payments with an amount of Y percent). - Trials. Analyze the performance of your free and paid trials over the course of time. For a given month you will be able to see the number of new trials initiated, the number of expiring and the percentage that have been converted into recurring memberships and also the overall conversion rate of your trial. - Plan comparison. Select up to 5 plans to compare each other using any of the above metrics.

2. Comments and likes on posts

Posts allows customers to interact with their paid members directly through email, and also publish their own blogs. Posts can be utilized for a variety of reasons; to replace newsletters or to provide benefits or simply to contact and keep track of.

KH8rlU5AAx3bZOPrgV3J The new Comments feature

To better carve out the space needed to encourage dialogue and to build community, you can now allow comments and likes to posts (and likes on comments). These can be enabled either on a per-post or global basis. This includes a locked reading-only mode for posts when a discussion has run its course.

The ability to link deep to comments, load newly added comments immediately without page refresh, show badges to show comments made by staff members, and moderate any abuse from bad actors. Members are also able to enable the browser to notify them whenever new comments are made.

Posts remain an area of constant investment for us, and we're very excited about the potential new uses that this can provide for customers.

3. Improving group subscriptions

customers can sell customers can sell Group Subscriptions, which are subscriptions that contain several seats that are managed and purchased through a single person. It is typically used for institutional or corporate settings.

We've iterated on this feature a lot through the years but we've made several enhancements based on the usage we've observed and customer pain points.

The updated Group Subscription interface

Six upgrades were delivered to 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 by an admin.
• Changing managers it's now possible for managers of groups to transfer over management of the group to another participant, and it's much easier for site admins as well. Managers don't take a seat: Customers can specify that the manager of the group subscription should count towards the total seats that are included in the subscription or not.
• Auto-renew is not available on subscriptions that are paid for by an external source If a group subscription is paid by external means (via check or other) then we do not display auto-renewal choices on their account, since this by definition is managed by the administrator of the site.
• Show seat usage in admin The dashboards we have created were improved. dashboards so that they better show the seat usage across all group memberships.
• Generic link to manage members In the past, to join a user to the area in their account where they could manage their team, they had to share their specific URL with the ID. Now, there's a generic routing URL so creators can automate their customer service.

4. Updates to our Marketing Site

Since we redesigned out marketing website at the beginning of 2020 , we've introduced numerous updates and features to our product, but hadn't gone back to keep our site current and convey our story in the best manner possible.

Updates to .com

We did a full content audit, reframed our product positioning based on the information we've gathered, designed new landing pages, enhanced our screenshots with more refined brands, and revamped our Customers page to highlight which specific features they're using.

Improvements to .com

This all aims to bring out the modularity of our system and the way we could fit into so many different use cases.

5. Performance improvements

is used by some really massive creators that generate millions of dollars in annual revenue along with hundreds of thousands customers. When we began to onboard these clients and observed, certain aspects of our admin had become extremely difficult to use and slow during daily usage, reflecting poorly on our reliability and level of craft.

We dedicated a cycle to improving the performance of several key areas: Activities, the Dashboard, CSV exports, and the view segmented of members who are free. Qualitatively the experience of navigating an account with large audiences has become more responsive as well as we're witnessing dramatically shorter load times, and a decrease in workload for our employees through our instrumentation.

6. Cancellation surveys

In order to provide additional information to creators about the reason why they have cancelled their subscriptions, we're distributing cancellation Surveys that will be displayed the members who have cancelled. The data will be aggregated into a new cancellations view.

New Cancellation Surveys feature

This information not only aids owners regain customers, but also provides feedback loops that help them understand the value of their membership service in the long run, and help ensure that it is in line with the customers' expectations.

Our new Cancellation surveys

The new version of the view provides creators with a view of two sections: subscriptions cancelled which haven't yet been turned over (and can be won back), and ones that were fully churned and expired. It also shows the cancellation causes that are broken down in each segment. The data is sortable and exported as an CSV as with all other information within .

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

Small batch, and on-the-fly projects

These are smaller projects that 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, driven by customer feedback and insight gained from our client-facing teams. We [email protected]

• a preferred partners page to our website for marketing, which will showcase some of our most valuable development partners, and to connect them with potential leads.
• pagination of our blog in order for SEO improvement and to increase time-on-site.
• new protection to podcast RSS feeds provided by ACast.
• support for Hungarian and Czech as localization options
• A new option for coupon targeting that allows coupons to 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 feature that allows you to block specific text links which were hindering iOS app store approvals for certain customers.
• innovative tax-handling options that are a new option for tax management in Canada and customers are collecting the proper sums based on their income and the nexus
• Cookie banner on the website for marketing to EU as well as UK users.

Additionally, we automated several of our internal applications which we employ to move customers from other competitors like Substack or Pico. We also audited and further limited our usage of 3rd -party cookies to enhance privacy.

Like all releases, these truly are a group effort, from researching and shaping to execution, aiding in documentation, customer support and even marketing. We thank the team for all their amazing work, and a huge thank you to our partners and customers. We wish you a Merry Christmas!