How to manage your team in Chargebee Retention?
How to invite your team to Chargebee Retention?
Types of the user account in Chargebee Retention
Chargebee Retention plans include as many users as you need to access your churn analytics. The Billing Admin on your account can add or remove users directly from within the Chargebee Retention Settings > Users.
Note: If you are not the billing admin and need help adding a user, please let your admin know or contact firstname.lastname@example.org.
From Settings > Users, you can invite new teammates, see who has access to your account and remove users, and select which emails you would like to exclude from your reporting via your email & domain blacklist. This blacklist is so that you can filter out any internal or test users from your actual reports and monthly session limit count.
Who should I add to Chargebee Retention?
Saving customers is a team sport, so we recommend adding folks from your Product, Marketing, Support, Success, Revenue, and Finance teams. Here's a breakdown of how each team benefits from analytics in Chargebee Retention.
Every subscription service should have an exit survey for canceling customers, that’s just basic best practices. Chargebee Retention takes that exit survey and aggregates the data into beautiful, easy-to-read reports to collect customer feedback on missing features, pricing, reliability, and overall product satisfaction. Keep an ear to canceling customers to help inform how the product needs to shift so more people stay.
Customer retention is often owned by marketing, but even in cases where it's not, misalignments in messaging and positioning can also reveal themselves with the Needs category on the insights report. Getting an uptick in responses that your product or service doesn’t meet your customer’s needs could mean your positioning and messaging aren’t resonating with the right audience.
33% of customers say they’ll consider switching companies after just a single instance of poor service, and companies lose more than $62 billion annually due to negative support experiences. Support leaders can keep an eye on customers canceling for negative support experiences to measure the success of their support teams.
Not only does it help customer success teams save cancels at the end of life for the customer, but it helps them learn how to improve the customer experience to make sure things never get to that point.
CrazyEgg found a large number of cancels came from a failure to get set up, indicating they needed to improve their onboarding process. Not only did they deflect cancels with the offer to get set up with an expert, but they also used the insights to hire an onboarding specialist to get ahead of future churn.
In other words - just add everyone!
Build a culture around learning from customers and every part of the business improves. Knowing what causes your customers pain, and how to fix it, promotes alignment on building a product your customers love.