Traditional subscription systems follow a finance-centric approach that is preoccupied with monetizing business offerings, rather than long-term customer relationships.
User stories aren’t finance stories
This oversight prevents businesses from scaling and leads to complex integrations, lost data, and poor usability. Businesses that use this approach also miss out on valuable insights since deciphering what happens during a customer's journey, and the implications of user interactions is a blurry picture at best.
Not all APIs are equal
Many finance-centric platforms appear to support omnichannel commerce and have APIs to build portals for different user groups. However, a finance-centric approach only offers finance-first APIs, which inevitably restrict the flexibility and scalability of the entire order-to-cash ecosystem.
Most businesses believe they only need to be user-centric when it comes to the front-end, but that’s not the case. A user-centric backend and frontend ensure the system works, while meeting the specific needs of the user.
It's about both backend and frontend systems
The architecture must work
The users must feel good
The subscription trinity
processes that appear straightforward at first, break down when user inputs are required. The key is to account for the necessary user steps and do them right.
Automation should start with users and work towards finance, not the other way around. Prioritizing users and adopting an event-driven platform means automation is set up correctly from the start, is robust, and adapts to changes in processes or data. Just as importantly, this frees up time. Productivity soars when teams no longer have to contend with complicated manual work or spend months working on connecting systems.