Getting it right for the customer seems obvious, doesn’t it? But it’s a muscle that we all need to keep working on, to create customer lifetime value. So here is our showcase of the customer success content and case studies shared within our community, where we hear from leaders who move the customer to the […]
Why do 9 out of 10 recurring revenue product launches fail?
Nine out of ten recurring revenue product launches are either relative or absolute failures for a single reason – lack of discipline. This was a statistic put forward by Tony Jaros, former Chief Product Officer of Sirius Decisions and Strategic Advisor to Substribe, at our recent SubsLab on product strategy. Tony’s experience enabled him to […]
Turning Product Strategy Into Action
There are many different ways for B2B subscription companies to build products – but there is often a big gap between the high-level strategy and real-life practice. A product strategy might look good on paper, but how do you turn it into action? This was an ideal topic for SubsLab #3, the third in our […]
Part Four: Recurring value
In the final part of our series, we investigate the importance of ensuring your customer gains value from their subscription early on in their relationship with your product. Building block 4: Time-to-value (TTV) On-boarding subscribers is critical. Time-to-Value (TTV) is the amount of time it takes a new customer to realise value from your product, […]
Part Three: Value-based pricing
In the third part of our series, we delve into subscription pricing and how understanding customer perception of the value, is vital. Building block 3: Value-based pricing Value-based pricing is finding out what customers are willing to pay for, based on their perception of value. This approach can identify groups of customers who are poised […]
Part Two: Customer obsession
In the second part of our series, we take a look at how successful b2b subscription businesses place the customer at the heart of all operations, in order to win big. Building block 2: Customer Obsession Excellent subscription companies obsess about their customers. Teams across the organisation need to know, and agree, who the customer […]
Part One: Purposeful organisation
The following checklist is useful to assess where you are now and what to do next. Use the questions as a basic diagnostic to help figure out your gaps. The more you answer ‘Yes’, the better your position. Think about your next step to take to close the gap on subscription excellence. Building block 1: […]
Revolutionising Retention
What if I told you everything you thought you knew about retention was wrong? What if I told you, you need to rip up the renewal rule book and start again? WARNING – that’s exactly what you need to do, and our latest masterclass “Unlocking Recurring Revenues with Net Revenue Retention” outlines every step to […]
Optimising your subscription business for customer value
Subscriptions are nothing new. Traditional subscription companies kept customers at arm’s length. Subscriptions were an efficient financial model of recurring contracts. Now, high-performing subscription companies obsess over customers. Examples of this include the movement to memberships and community. But looking further afield to Software-as-a-Service (SaaS), it is about putting the success of the customer first […]
Beyond RFV – A New Dimension in Engagement Measurement
According to renowned management thinker Peter Drucker: “If you can’t measure it, you can’t change it.” So how can we improve engagement levels without first having a complete and comprehensive way of measuring them? Is it finally time to look beyond the regular metrics of recency, frequency and volume? This was a point clearly understood […]
