SubsClub: How to identify customer must have moments that impact retention

Product engagement scoring is a hot topic. Why?

B2B subscription companies offer a multitude of products/features, sometimes 100’s, to different segments of customers and sliced again at persona/use case level. All with the aim to retain and grow accounts.

Lots of data is being collected, usually around consumption, with the peaks tending to drive yet more feature development. But, b2b is waking up to the fact that consumption volume doesn’t equal customer value.

There are cool models popping up, some supported by tech, that will help you look at things like user adoption, stickiness and growth to provide an ultimate product engagement score. Which is great.

You have to know what behaviour drives retention, to get cut through.

So, how do you identify the things your user does that will directly link to retention? That’s the question we aim to answer in the next SubsClub with an interactive 2 hour session including networking.

Get in touch with steve@substribe.co for an invite.