Best Practice and How To

The importance of effective customer service is well understood. But how do you know if you are delivering that? And what channels -- phone, email, chat, social media, etc. -- should you emphasize? How about innovations like chatbots, intelligent agents, and other automated systems? Measuring customer service breaks down into two general areas: satisfaction metrics based on customer attitudes and performance metrics based on support staff behavior. …

If you're spending a large amount of time and money to acquire new customers, do renewals really matter? They do, and it's a matter of your profitability. Thats because theres a good chance that you're spending quite a bit of money to acquire every new subscriber. In general, the average subscription business pays about what the first term of service would be in order to acquire that new subscriber. The baseline cost for a renewed subscriber, on the other hand, is just the cost of credit card processing. Renewed accounts are as close to pure profitability as you can get, so it will positively affect your subscription business to have as many renewed accounts as possible. Here are some tried-and-true tips to help you maintain a healthy level of renewals, and limit your subscriber churn.

Dr. Matt Lindsay, president of Mather Economics, shares subscription trends, risks and opportunities, and recommendations for digital publishers.

Join our panel of executives from J.P. Morgan and BillingPlatform as they share critical insights and techniques that can be used to protect existing revenue streams as well as unlock new ones during times of crisis.

A pending California bill would amend the California Automatic Renewal Law on automated subscription renewal. The bill passed the full Assembly yesterday by a vote of 72-1 and is on its way to the CA Senate.

I would like to bring to your attention a bill pending in California regarding automatically renewing offers which has already passed unanimously in committee and is on its way to a to full house chamber vote. California already requires full disclosure of the offer terms and an explanation of the full price that a consumer […]

Change is here for the subscription industry. Customer retention is top priority while competition grows and customer expectations shift. So, which trends should be on your radar? And what strategies and tactics should you be using to ensure subscriber growth?

In the wake of the coronavirus outbreak, life as we know it has changed. As of March 28, 229 million people in at least 26 states, 66 counties, 14 cities and one territory have informal or official “shelter in place” orders, reports The New York Times. People can typically leave home for essential purposes, like […]

Source: Kia Motors Last week, subscription management platform Zuora, Inc. announced that it has partnered with Kia Motors to offer UVO link, a suite of...

The key to a profitable subscription business is retention. Here are Subscription Insider's 30 tips and tricks to improve retention and plug subscriber and revenue leaks!