Creating lasting value in subscription businesses through user experience

It's traditional for businesses to think about what they do first—their product and their service—then think about how to sell it to the customer. However, the subscription industry is here to serve, and the best way to do that is to start by thinking about the user and work backwards; create a relationship-first, user-centric mindset within your organization, your systems and processes, and your product/service development. 

For most subscription businesses there are two primary user groups: your customers, and your team. Both should have a great experience with your product or service in order to get the most out of it, be encouraged to use it, keep using it and maximize its potential. If your customers get all of that then you won't just win financially today, but you will keep winning on a cumulative basis as time goes on, through retained customers, customers who become advocates for your brand and, as a result, new customers as well.

In effect, the subscription industry is an inherent problem solver. This is the basis of its appeal for customers and businesses across the board—when it's done well, it makes life easy. Focus on the user, and you will create a business that repeatedly sells itself.

Personalizing the customer journey and sales processes

A truly excellent user experience is impossible to achieve at scale without automation. It is almost counterintuitive to think that automation can increase and optimize personalization, but herein lies one of the most sophisticated and magical aspects of the subscription industry. 

Sophisticated price automation, complete with guided selling and a flexible product catalog, ensures you put the right offer is put in front of each customer. That ultimately converts more sales, facilitates upselling and increases the likelihood of customer stickiness.

Modern CPQ solutions 

Modern CPQ (Configure, Price, Quote) supports aligning individual sales goals with your business objectives. Pre-defined product-pricing combinations, discount conditions and rules not only prevent inaccurate quoting but also save time for approval processes.

Guided selling 

Working with CPQ, guided selling is a software solution that enables both sales representatives and customers to make more precise product selections in the sales process, thereby increasing efficiency and conversion rates. 

Elastic product catalog

Given the growing and evolving nature of subscription businesses, having a flexible product catalog, and a platform that supports it, is essential for business growth. An elastic product catalog allows for automated price selections for individual client needs and market requirements, enabling you to constantly reaffirm your place in the market and give your customers reasons to stay with you.

Advanced subscription billing logic

Automate your billing process using advanced rules and conditions tailored to different customer segments and geographical locations. Establish seamless invoicing and payment processes that integrate smoothly into the customer journey, all within a single system. This approach not only ensures an excellent billing experience but also reduces the need for system customization, leading to cost savings.