How to Leverage Subscription and Payment Metrics in Your Customer Success Workflow

You Can Monitor Payments and Subscriptions Automatically

  • Have a full view of the account in one go;
  • Easily see connections with other metrics;
  • Stay on top of renewals & optimize them;
  • Fix payment issues before they happen;
  • Increase the speed of customer service.

You’ll Be Able to Increase Upsell & Cross-Sell Opportunities

  • when to reach out for an upsell
  • when to reach out for a cross-sell
  • what to say to up your chances of convincing customers
  1. Set up an automated notification a few days before your customer needs to pay this month’s invoice.
  2. When you get the notification, analyze other metrics & health scores in the account, such as the number of features used and the number of features maxed out — prioritizing trial features, if you have any.
  3. Determine if the customer would benefit from an account upgrade & set up some short scripts for the possible replies.
  4. (Optional) Analyze the customer’s support requests to see their preferred channel of communication. You can also set up customer support metrics & health scores and track the number of requests per channel.
  5. Reach out and propose an upgrade directly! If possible, do so via the customer’s preferred channel.

You Will Find Innovative Ways & Metrics To Track

  • 0–30 days since last payment: green
  • 30 days since last payment: yellow
  • 30+ days since last payment: red
  • Then you can make the resulting health score high impact, therefore if it goes red, you’ll immediately see the global account health drop.

You Can Segment Customers Based on the Data

  1. Total income. Tracking total income is an easy and efficient way to determine your customers’ spending habits within your product. Then once you have that data, you can prioritize and segment accounts based on it. How you support different segments is up to you, but having separate ones for large, medium, and small accounts is essential.
  2. Number of invoices due. By tracking the number of invoices due, you can tell how your customer uses your product. Maybe they’re purchasing many extra services or add-ons. Maybe they’re accumulating invoices due to payment issues. You can compare this metric with others and find out why. After that, creating user segments is the next logical step. Color-coding this one and adding it as a health score is also very useful.
  3. Number of invoices paid vs. account age. A ratio of these two metrics is also useful to analyze. A high number of invoices paid in a relatively short period means you’ve struck gold — that’s a customer that loves your product, loves your company, and can automatically propel your business forward by years. On the other side of the spectrum, if the ratio is low, maybe it’s time to reach out for an upsell.

You then Use Segmentation to Optimize Automation Playbooks

You’re Also Able to Define Lifecycle Stages Based on Renewal Dates

You Can Act Proactively to Prevent Payment-related Churn

  • Expired cards;
  • Outdated billing info;
  • Uncertainty regarding recurring payments (the customer may think it’s recurring when it’s not or may have missed the option to make that payment recurring);
  • Hard declines — generally related to fraud;
  • Soft declines — typically when the card reaches its limit or multiple transactions happen simultaneously (rarely, but it happens).
  • Has this customer updated their payment info?

Customer Success is More than Just Metrics

About the Author

2Checkout (now Verifone) is the leading all-in-one monetization platform for global businesses built to help clients drive sales growth across channels.

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2Checkout (now Verifone)

2Checkout (now Verifone)

2Checkout (now Verifone) is the leading all-in-one monetization platform for global businesses built to help clients drive sales growth across channels.

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