Service Offerings
Our Subscriber Retention System is an integrated management and retention process that manages your subscribers’ experience through their Life Cycle. The end result is reduced churn, expense and increased payments and renewals. Many clients begin their association with us by implementing one or more services. The remaining modules are added over time.
This is a summary of the Subscriber Retention System strategy. It integrates the three major segments of a Subscriber life cycle with our retention principles, the goal for each service and a summary of the services.
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Prior to Being a Subscriber
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Active Subscribers
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No Longer a Subscriber
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Retention Principle Supported
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· Give yourself a chance to build Loyalty.
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· Do what you say you are going to do!
· Do not give your subscribers an opportunity to consider alternatives!
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· Stops – You could not create the value needed to hold the subscriber. Learn from it and salvage what you can.
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CLC Goal when developing the service
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Provide data Circulation Managers requires to increase sales and vendor order quality which will lead to reduced implementation expense and confusion.
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Provide the data Circulation Managers require to complete the final step of the sales process to the subscriber’s satisfaction and to manage the ongoing subscriber relationship to effect payments and renewals.
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This encompasses both Non-pay and Permanent stops. Our services make the assumption (which may or may not be valid) that the subscription was purchased with a reasonable intention of seeing if the newspaper product could add value to their lives. It could not and we want to accomplish two goals.
1. Determine the real reason they stopped or would not pay
2. Restart those who still have some interest
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CLC Tools Provided To You
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Vendor order quality report
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· Home Delivery Flash Report
· Daily listing of accounts requiring immediate attention including payments and subscriber issues
· Weekly/Monthly Home Deliver Starts Started Reports
· Weekly statistical reports and analysis for each service offering
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· Daily listing of accounts who wish to restart including payments and subscriber issues.
· Weekly statistical reports
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CLC Services
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This goal is achieved as an output of the verification process.
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· Welcome Call Package (start verification)
· Subscriber Complaint Follow-up
· New Start Payment Reminder
· New Start Final Request for Payment
· Continuous Renewal Process
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· Non-pay Stops
· Permanent Stops
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Please contact Christina Hetrick, Director—Sales and Marketing for additional information.