The Billsby Blog

Thoughts on Software-as-a-Service, the subscription economy and recurring billing - updated twice a week

December 31, 2019

Why does customer retention matter?

Customer retention is crucial for all businesses, but it plays a particularly important role for subscription companies. When customers subscribe to a service, the aim shifts from selling a single product that provides pleasure or… Continue Reading

December 10, 2019

How much friction is too much in cancellation journeys?

When it comes to subscription services, one thing you never want a person to do is unsubscribe. However, you’re not going to be able to hold onto all of your customers forever. Determining how much… Continue Reading

October 17, 2019

Understanding Customer Retention Rate: The Ultimate Guide

Marketing defines customer retention as the process of engaging the customers you already have so that they continue to buy your company's products or services. Every time you get repeat business, that counts as customer retention.… Continue Reading

October 10, 2019

Involuntary churn in action: Merlin Membership

We’ve written a lot recently about churn and how it can impact your business. We’ve even written a free book about twenty ways to reduce churn and retain more customers. But recently, I involuntarily churned myself… Continue Reading

September 17, 2019

Eight more unbeatable ways to reduce churn

Around 50% of businesses fail after five years of operation. Of course, all sorts of factors lead to a business’s demise: poor management, a competitive market, lack of USP… you name it. Ultimately, though, it… Continue Reading

August 19, 2019

What is churn and how can I reduce it? you’re starting a subscription business, it can be complicated to learn all the complex words and lingo that’s unique to the recurring payments industry. That’s why we’ve created our Billsby Explains video series, where… Continue Reading

August 15, 2019

Five ways to reduce churn and retain more customers

For most subscription business owners and managers, the dreaded c-word needs no introduction. Churn can destroy your business fast and can seemingly come out of nowhere, taking your customers and your profits with it. So… Continue Reading