Robbie Kellman Baxter shares an insightful and useful post on how to win back lost subscribers. She also includes customer exit survey questions to help you maintain and improve your customer service.  Most “retention teams” focus on keeping customers from canceling in the final days of their subscription term, trying to save them at the moment of cancellation, and then trying to win them back once they’re gone. It’s much easier to build good habits with customers just after they’ve…

  Stephen Wunker shares a few key tips to help develop a customer experience strategy that is effective during times of crisis If the customer experience for your company hasn’t changed in the past year, you are unusual. In industry after industry, from consumer goods to B2B technology, the distancing, fear, and economic turbulence caused by the coronavirus are affecting the sales process, customer selection criteria, the way products and services are consumed, and even what customer service means. Designing…

Umbrex is pleased to welcome Nicky Shah. Nicky graduated with a BA from the University of Oxford, after which she became a consultant with Booz Allen Hamilton (now Strategy&). She picked up experience across a range of industries and practices whilst at BAH. In 2008 Nicky moved into industry and focused her discipline on revenue growth and strategy work for a subscription based business. Here, she became a subject matter expert on CRM, Customer Retention and Loyalty. In 2017, she…

  Robbie Kellman Baxter writes about her experience as an online subscriber to Disney+ and whether Disney will deliver on their forever promise of family connection through membership. This weekend, my family watched Hamilton on Disney+. We weren’t the only ones. I’m guessing a lot of the 54 million (as of May) subscribers were also singing along as part of a “shelter at home” Fourth of July holiday. Like many others, we subscribed last week, specifically to watch the musical….

  Carlos Castelan’s company blog provides five questions to help you think about and prepare for the future post COVID-19. To say that 2020 has been a challenging year for everyone is an understatement. The last six months have brought an enormity of difficulties and change to both the world of retail and the global population. While we don’t have the fabled Sports Almanac to identify future results, we wanted to share five questions that we have used with our…

  Robbie Kellman Baxter explains why the customer relationship is even more valuable and volatile during times of crisis and provides six practical steps you can take to maintain  strong customer relations. Subscription-based businesses seem to be the most resilient during this time of crisis. With predictable recurring revenue, they have greater flexibility to withstand the storm. But there’s more to it than just revenue. To hang onto customers during a crisis, you need to build a forever transaction with…

  Robbie Kellman Baxter explains what a subscription business can do to mitigate customer loss and generate customer gain through attraction and retention strategies. ‘Millennials aren’t joiners.’ ‘Millennials don’t pay for news.’ ‘Our customers love us, but the average age is going up. It seems like millennials just aren’t interested.’ These are statements I hear all the time from membership organizations that have been around for a few decades or more: professional associations and trade groups, religious institutions, newspapers, gyms,…

  This article from David Burnie’s company blog identifies the value of the contact centre, and how it helps to prevent customer attrition.  The contact centre is a necessity for any mid-large size organization. It is where customer inquiries are handled across multiple channels, such as the phone, email or live chat. It is a bustling place of energy, activity and collaboration and often a starting point for many who want to forge a career in corporate. When built and…

  Azim Nagree provides three factors that can help determine whether you need a single, mixed-function team or two separate teams when it comes to account management and customer success. ‘What’s the difference between Account Management and Customer Success? And more importantly, when do I need separate AM and CS teams?’ I’ve been asked this question multiple times in the last few months so it’s clear that many people are grappling with this problem. The short answer – it depends….

Karthik Rajagopalan’s company blog explains how machine learning models can facilitate a deeper understanding of the drivers of churn, leading to better solutions that can help customer retention for subscription businesses. Subscriptions have been around for a very long time. Having come a long way from the hire-for-purchase model introduced by the Singer sewing machine company, the past few decades saw the emergence of memberships in retail, health clubs, and monthly subscriptions to services like telephone and cable television. More…