ABOUT US

Our development agency is committed to providing you the best service.

OUR TEAM

The awesome people behind our brand ... and their life motto.

  • Neila Jovan

    Head Hunter

    I long for the raised voice, the howl of rage or love.

  • Mathew McNalis

    Marketing CEO

    Contented with little, yet wishing for much more.

  • Michael Duo

    Developer

    If anything is worth doing, it's worth overdoing.

OUR SKILLS

We pride ourselves with strong, flexible and top notch skills.

Marketing

Development 90%
Design 80%
Marketing 70%

Websites

Development 90%
Design 80%
Marketing 70%

PR

Development 90%
Design 80%
Marketing 70%

ACHIEVEMENTS

We help our clients integrate, analyze, and use their data to improve their business.

150

GREAT PROJECTS

300

HAPPY CLIENTS

650

COFFEES DRUNK

1568

FACEBOOK LIKES

STRATEGY & CREATIVITY

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PORTFOLIO

We pride ourselves on bringing a fresh perspective and effective marketing to each project.

  • 4 Ways to Improve Customer Retention and Reduce Churn

    4 Ways to Improve Customer Retention and Reduce Churn


    Customer retention is at the core of any successful subscription business. An interesting aspect to customer retention is that even small changes to the process can have dramatic results. Bain & Co. estimates that increasing your customer retention rate by 5% results in a 30% increase in profits. Here are a few ways you can improve customer retention:
    1) Track customer retention and churn in a way that helps you understand the root causes
    Many businesses track churn, but they often use it strictly for financial reporting. To dig into customer retention consider adjusting your reports to include the following:
    • Separate upsells from losses in your reports – including upsell in your churn reports make the numbers look great, but it doesn’t do anything for you in terms of helping you figure out how to retain customers.
    • Even if you sell a yearly subscription, track the churn by month – especially if you bill on a monthly or quarterly basis. Then you can see how churn rates change as you enhance your product or adjust the pricing.
    • Track cohorts to find patterns such as time of year vs cancellation rate, what types of promotions lead to highest renewals rates and the average lifecycle of your renewals.
    2) Assign executive ownership of customer success
    Subscription companies with low churn rates place a high value on customer success. It’s not just the responsibility of one department – the company culture embraces customer success and thrives on it.
    That being said, you still need an executive to be accountable for customer success and have ownership of customer retention KPIs. For some organizations it’s the VP Customer Service while others might assign ownership to the Director of Marketing. Whomever you choose, make sure they have the right resources on their team to achieve the goal.
    3) Understand how customers interact with your product
    Sometimes this is called customer monitoring, or customer engagement – whatever term your company uses, customer interaction is a vital component of the business.
    Monitoring customer engagement is about tracking customer activity before they cancel their subscription. It’s about identifying the customer who are at risk of leaving so you can take steps to re-engage with them.
    You can collect this information from your servers by installing a java script to track individual activity. A good way to focus your tracking is to look at:
    • How often do your customer visit your site and for how long
    • What actions do they take? Are they looking at the help menu, are they engaging with your key features or are they clicking around without much purpose?
    Once you enable tracking, take the time to score your customers on key performance indicators. For example, you can determine how much time the average user who renews their subscription spends on your site, then make that number a baseline to score all your customers against.
    Then put triggers in place to notify the customer success team when an individual customer is below the baseline so they can reach out via phone and email to try and re-engage the customer.
    4) Build a product that customers love
    If your product isn’t quite right and doesn’t quite meet a customer pain point, then it is going to be very hard to retain customers. With the subscription business there are three product design areas to consider:
    1. Ease of set up – make sure your product is easy to set up so your customers can start using it right away
    2. Ongoing value – consider how much value your product offers over time. Sometimes customers received 80% of the value of the product in the first three months. If that is the case, you’ll need to ensure you are continually adding enough new customers to make up for the churn rate.
    3. Quality and ease of use – your product should be high quality, helpful, accurate and easy to use
    The consequences of customer retention can compound over time, and sometimes in unexpected ways. Even a tiny change in your process can cascade through the business and impact long-term profit and growth. So make sure to take some time to understand how your company handles customer retention and implement changes carefully.
    —Jason
    Jason Kiwaluk
    Ideation Manager
  • Find the Right Ecommerce Platform for Your Subscription Business

    Find the Right Ecommerce Platform for Your Subscription Business


    One of the biggest challenges for any digital subscription business is finding the right platform to manage the entire revenue lifecycle. Everything from account management, payment processing, to automated email communications needs to be supported by an ecommerce platform designed for subscription businesses. But with many platforms to choose from, what are the key capabilities you need to look for and how do you select one that will meet your specific needs? To help you narrow your search, here are seven things to keep in mind:
    1) Built for digital products
    Software subscriptions are one of the fastest growing verticals in the ecommerce space and there are many platforms that are hoping to support this space. When you begin to research companies, make sure to find out how long each company has been supporting digital products and how they got started in ecommerce. It’s important to look for companies that are founded on supporting digital products. These companies understand how the digital space works so their platforms are fully FTC compliant and support everything from the point the software is purchased, to downloads and license key distribution, as well as subscription management.
    2) Global business support
    When looking at platforms, make sure to ask about global support – the number of currencies, languages offered and payment options. There tends to be stronger conversions when the shopping cart is in the local language and currency. So if you are selling products globally, choose a platform that supports the geographies you need. Also, the platform needs to support multiple payment options. Offering multiple payment options leads to a higher the conversion rate because customers have a wide selection of payment choices.
    3) Lifetime subscription management
    Subscription management goes beyond customers updating billing information – it encompasses the entire customer lifecycle, from initial purchase to subscription renewal. The platform you choose should provide cost effective administration for your business including:
    • Flexible subscription terms
    • Renewal optimization and Dunning management
    • Real-time reporting and analytics on key subscription metrics
    • Subscription profile management
    • Flexible and robust API to allow you to customize your platform to meet your business needs
    4) Integrated email communications
    There are two types of email communications that are important to subscription businesses – transactional and marketing. Ideally, your platform should support both. Transactional emails seem like the more obvious choice to integrate, but marketing emails should be integrated as well. Marketing emails cover everything that is not deemed essential communication — newsletters, product enhancements and promotions just to name a few. Integrating your marketing emails allows you to manage your opt-in lists, add new subscribers in real-time, and streamline marketing operations.
    5) Customer support
    Professional customer support is a key element in ensuring customer satisfaction and building brand loyalty. Some ecommerce platforms offer professional customer support to handle customer requests such as purchase inquires, updates to credit information, password resets and lost license keys. These professional support teams operate as your company’s front line representatives and provide support to customers around the world.  On the other hand, if a platform doesn’t provide customer support, your fees may be lower, but you may not be able to maintain adequate levels of customer service.
    6) Reports built for subscriptions
    The platform you choose for your business should come with reports that are designed specifically for subscriptions. You need to be able to have a clear understanding of how subscriptions are performing overall and how different subscribers cohorts are performing. Reports like monthly recurring revenues, renewal rate and subscriber retention will provide you with the data you need to help you identify trends, highlight areas for additional testing and areas that can be improved.
    7) Pricing Models
    Ecommerce platforms generally have two types of pricing models. The first is designed for large enterprise companies. With this model, there is an integration fee and an ongoing monthly support fee. The second is the pay-per-transaction pricing model. With this model, there are no set-up fees, integration is done quickly, and you only pay when you make a sale. Companies that offer the pay-per-transaction pricing model provide customized solutions and take care of many of the details associated with ecommerce business.
    What ecommerce platform is best for you?
    Choosing a platform optimized for your specific business is a big decision. When you are searching make sure to keep the above points in mind and you’ll be on the right track for choosing a platform that meets your needs.
    —Jason
    Jason Kiwaluk
    Ideation Manager
  • WHAT WE DO

    We've been developing corporate tailored services for clients for 30 years.

    CONTACT US

    For enquiries you can contact us in several different ways. Contact details are below.

    yowasuphomeboy

    • Street :Road Street 00
    • Person :Person
    • Phone :+045 123 755 755
    • Country :POLAND
    • Email :contact@heaven.com

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