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In the final days of this year, I'm hoping to let you know the things we've done over the past few months at . We've now finished three cycles of six weeks, with our typical cool-downs during the intervals. There's lots to talk about and I'll dive right into.

Big batch projects

We delivered six "big bunch" projects, balancing our bets on the near future. iterative updates based on customer feedbackand enhancements on our technical infrastructure.

1. A new metrics experience

There was a time when there was a "standard problem" set of SaaS metrics that customers could use to evaluate their performance. We noticed over time that this was falling short in two distinct ways: being inaccessible to data-novice customers while also lacking sufficient detail for customers with strong data skills (or even internal analytics team). These issues led to a lack of trust in the data we were surfacing.

In the course of this year, we have rolled out a new Data collection API and metrics layer to lay the groundwork for a more subjective experience with metrics that is focused on membership. This involved removing certain metrics that were outdated, and adding new metrics, as well as improving their reliability and more detailed.

Our new Trials metrics dashboard

We still support a few traditional metrics that are based on orders. However, the new metrics are more about trends and analyzing the health of your business over a long duration.

They share a design framework based around the analysis of trends on a monthly calendar basis. We believe this is a better fit for the businesses that offer recurring memberships that utilize . We chart these trends over time with segmented columns. We also have a table which breaks out each specific segment for each month.

Our new Churn metrics dashboard

Click on any particular cell segment for the monthly data graph in addition to seeing all of the individual information points which make up the activity (whether it's subscriptions or members).

Simply put, it is possible to follow the path through the organisms to the Atom. They were designed to help creators easily understand what's working, what's not, and where to double down.

The latest trend metrics are the following: The new trend metrics are: MRR. See the factors the can affect your monthly recurring revenues carried over from the prior month, the addition of renewals, new members, upgrade, downgrades, cancelations and missed payments. You can also see ARPM and LTV. -- Paying Members. Dead simple, see the ways your list of members who pay you changes with time. The same sorting like you do through MRR (upgrades or downgrades and so on.). - Net Revenue. A simple look at your total cashflow in the month calculated from the total revenue minus refunds. - Churn. You can spot potential problems lurking below the surface, by observing the revenue churn breakdown by voluntary (cancellations) or involuntary (failed payment). You can also see rate and count in each of these segments (i.e. X missed payments with a rate of Y%). - Trials. Examine the effectiveness of both your paid and free trials over the course of time. In a particular month, you can see how many new trials were initiated, the number of expiring, and how many have been converted into recurring memberships as well as the conversion rate for your entire trial. - Plan comparison. Select up to 5 plans, and then compare them to one another using any of the above metrics.

2. Comment and Likes on our posts

Posts allow customers to communicate with their paid members directly through email, and also publish to their own hosted blog. Posts can be utilized for a variety of reasons; as a newsletter replacement for benefits to members, or to simply reach out and check-in.

New Comments feature

To better carve out the space needed to encourage dialogue and build communities, it is now possible to enable comments and likes on posts (and likes on comments). They can enabled at a global and per-post basis, including a locked reading-only mode for posts after a discussion has taken its course.

You can deep link to comments, load new comments instantly without page refresh, show badges for comments written by employees, and moderate any abuse from criminals. Members are also able to enable notification notifications to their browsers the time that new comments are added.

Posts are an area of active investment for us, and we're excited about the potential new uses cases this opens up for our customers.

3. Enhancing group memberships

customers can sell groups of Subscriptions that comprise several seats that are managed and purchased via a single point of contact. It is typically used for institutional or corporate settings.

We've iterated on this feature often over the years, but have made several major improvements based on observed usage and the customer's complaints.

The Interface for Group Subscription interface

We shipped six key upgrades in Group Subscriptions:

• Groups of plan members can now self-serve upgrade from individual subscriptions to group subscriptions, which previously had to be done manually by an administrator.
• Transferring managers it's now possible for group managers to hand over the administration of the group to another member which is much simpler for site admins as well. Managers do not take seats and customers are able to specify whether managers of the group membership will count toward the seats that are included in the subscription or not.
• Auto-renew is not available for subscriptions paid externally If the group's subscription is paid by external means (via cheque or another method), we no longer offer auto-renewal within their account as this by definition is managed by the administrator of the site.
• Show seat usage in admin The dashboards we have created were improved. dashboards, allowing us to display more clearly the current utilization of seats across all group memberships.
• Generic URL for managing members To previously link a member to the part of their account that they were able to manage their team, they required sharing their personal URL with their ID. It's now possible to share a generic routing URL so creators can automate their support for customers.

4. Updating our marketing site

When we overhauled our marketing website in the first quarter of 2020 we've shipped many enhancements and new features to our website, but had not redesigned to make sure our website is up to date and to tell our story in the most effective way we could.

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We conducted a complete analysis of content, revised our brand positioning on the basis of our findings, and then created new landing pages and enhanced our images with refined brands, and revamped the page for customers to show which specific features they're using.

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All of this is to highlight the modularity value of our system and the way we could fit into so many different scenarios of use.

5. Improvements in performance

It is utilized by a number of massive creators that generate millions of dollars in annual revenue and hundreds of thousands of users. While we've been onboarding our customers and observed, certain areas of our administration became extremely slow and cumbersome in daily use, indicating the poor reliability of our system as well as our level of craftsmanship.

A whole cycle has been dedicated for improving the performance of a few crucial areas: Activities the Dashboard, CSV exports, and the view segmented of members who are free. The experience of using accounts with huge audiences is much more efficient and we're seeing dramatically shorter load times, and a decrease in worker load via our instrumentation.

6. Cancellation surveys

To provide more insights to creators around why members have cancelled their subscriptions, we're shipping Cancellation Surveys to be shown to members after cancelling. The data will be aggregated into a new cancellations view.

The new Cancellation survey feature

This information not only aids creators win back those customers, but also provides an feedback loop to help them understand the value of their membership service over time, to help ensure that it is in line with the customers' expectations.

Our new Cancellation surveys

The new version of the view provides creators with an overview of two distinct categories: cancelled subscriptions that haven't yet churned (and could be returned) as well as those that are fully expired and have been churned. You can also see the breakdown in cancellation reasons in each segment. This data can be sorted and exported as CSV. CSV similar to everything else in .

Surveys are able to be turned on or disallowed, however it is normally enabled.

Small batch, and on-the-fly projects

These are smaller projects that were completed alongside the more extensive projects described earlier (not including bugs and support tickets). These projects typically span from two days up to two weeks of work, driven by customer feedback and information gathered from our customers' teams. We [email protected]

• a preferred partners page to our website for marketing, which will highlight some of our top development partners, and to connect the potential leads to them.
• pagination on our blog to improve SEO and increase the amount of time spent on our site.
• A new safeguard for podcast RSS feeds provided by ACast.
• assistance of Hungarian as well as Czech as localization options
• A brand new coupon targeting feature which means coupons are now able to can be used on any or all of the following purchase, previous purchases in the event of reactivating expired subscriptions and when you upgrade your subscription.
• an API option to hide certain text links that were hindering iOS app store approvals for certain customers.
• new options for tax handling in Canada and consumers are receiving the right sums based on their income and their nexus
• Cookies banners on the marketing site for EU as well as UK visitors.

Additionally, we automated several of our internal applications used to transfer customers to other companies like Substack and Pico. In addition, we analyzed and then restricted the use of third parties' cookies in order to protect our customers' privacy.

As always, these releases represent a complete team effort , from research and development to implementation, helping with documentation, customer service as well as marketing. Thank you to our team for all of the remarkable work done and many thanks to our customers and partners. Happy holidays!