Business Feature / Process | Description | Example/use case | Empasis in Emphasis on training material | Additional notes |
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Subscriptions | A subscription is a collection of services a Contact subscribes to, billed for on a recurring basisregularly. Apart from the services provided, the subscription also outlines how , and when the Contact will be billed, as well as the payment terms. In general, a subscription’s main characteristics are: Has a state that is derived from the state of its services Active: There’s at least one Effective service Inactive: There are no Effective services (and at least one non-churned) Churn: All of the services were churned
The billing day of the services (day of month or week) Has a payment method which is one of the contact's payment methods, the one that the contact opted in to be used for paying their recurring charges
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Services | Contacts subscribed to various services. Priority in the fact that contact subscribes to services, not no subscriptions How contacts can subscribe: A service’s price terms designate its billing behaviour Billing Cycle - how often it will be billed Auto-renewed and service terms Contract Period Trial period Billing model - pre-/post-bill Usage allowance to usage and /or non-traceable physical goods
States Draft, Effective, Not Effective, Paused, Cancelled, Regretted
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Subscriber | A contact that is subscribed to at least one non-churned service | | | |
Future Subscriptions & Services | Services scheduled to be added and activated on a subscription, not billed yet | | | |
Changing a service | Contacts request changes on to their services in terms of (one or more changes) Change their quantity Change into to another service Change their price (change into another price wi/o contract, change into a price with a longer/shorter billing cycle) Change the service’s components (in the case of flexible bundles)
Change is classified as a Downgrade or an Upgrade depending on whether the service’s recurring fee is decreased/increased, respectively | | | |
Anniversary vs. Period billing | Anniversary billing: subscriber is billed on the service’s anniversary, which is represented by the date on which the service was first activated. Period billing: business specifies a day of the month on which all of the subscribers will be billed, therefore . Therefore all subscribers have the same billing period.
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Calendar Billing | How the subscription’s billing day will be set (anniversary or period) When the billing day is reset (on which events) - re-activation, upgrade, resume) Immediate & Delayed alignment
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Trial Management | Trial The trial period included in a service’s price terms Trial services are never billed while in the trial, ; their billing history can only begin on the trial end date Applied once per contact OR per service While in the trial, the contact cancels with no charges applied , and can also change into to another service. Trial The trial period adjusted when changing the service while in trial Trial subscribers: contacts with at least one service in Trial.
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Service Delivery | Process The process responsible for managing subscription service services and delivering them to contacts Bills services - issues one invoice/credit note for each subscription Performs deactivations based on the outstanding amount Performs cancellations after a long period of being Not Effective Executes scheduled actions Triggered on each subscription event to ensure that the contact’s request can be delivered, i.e. the service is delivered to the contact
Process that cannot be scheduled, all of its batch processes run once a day, on a daily basis. Deactivations is are an exception since it they might be triggered once an hour (based on configuration) | | | |
Service Delivery Estimation | Provides an estimation on if and when a contact’s services can be added/changed on various events, along with an estimation on how these specific changes will be billed (when service will be billed, for how much and when payment is due) | | | |
Billing Estimation | Provides an estimation on of a contact’s next bill (considering the services to which the contact is currently subscribed to) | | | |
Recurring billing process | | | | |
AutomationsAutomation | | | | |
Segmentation | Segment contacts based on the info of their services info (trial end date, contract end date, the period being not effective) Segment contacts based on the changes they performed on to their services
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Insights | In-depth analysis of various subscription changes performed over a period of time Draft New In Trial Converted Not Converted Cancel Trial Upgrade Downgrade Cancel Regret
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Subscription-driven vs. Payment-driven models | Subscription-driven model: The subscription and its terms drive the services' billing. For example, subscription terms denote the next billing date and the next billing cycle. On reaching the next billing cycle, the service delivery process bills all of the services for one more billing cycle. In case of exceeding the credit limit, then all of the services are eligible for deactivation. Payment-driven model: A wallet topup top-up for a commerce pool that identifies a termed service activates the service. Frequency is as the last selected one unless the topup top-up funds are not enough, in which case a lower frequency can be activated.
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Pre-bill vs. Post-bill | Billing models defined in service price terms Usage services are always billed on a post-bill basis. | | | |
Usage-based billing | A usage service is any service consumed and has to be billed based on the volume consumed, like data, phone calls, fuel, and electricity. A usage service has a measurement unit used in measuring the consumed volume and a price per measurement unit. A usage service can only be consumed when a contact subscribes to either a termed service or a one-time service. Usage records are logged into CRM.COM from third-party systems responsible for monitoring the usage consumption, like Redius Radius servers (for data) and Online Charging Systems. CRM.COM billing process accepts the usage records, groups them per termed/one-time service and adds the charges in recurring bills. A usage record includes: which usage service was consumed how much, when and where it was consumed who consumed the service (might be a contact or a device) optionally it might also include a rated amount (in the case of usage being rated by OCS)
| | Y Cover usage authorisation | |
Subscription Devices | The device through which a service is being used/consumed by contacts, e.g. STB, Router A service enabled to multiple devices, each device might provision multiple services. This relations relation is provisioned to 3rd party systems. Device characteristics sent over to provisioning providers
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Rentals | A Rental device is a device owned by the business, BUT it is given to a contact as a rental. Rental devices are traceable physical goods ordered by contacts and could have two prices from which contact can select from Rental The rental price denotes that the device will be given to the contact as a rental so that a recurring charge will be applied. Selling The selling price denotes that the device will be sold to the contact
Contacts must return the rental devices back to the business on upon cancelling their services
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Subscription Rules | Change services Cancellations Paused period Regret Grace period Service delivery
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Billing Rules | | | | |
MRR | MRR Upgrade MRR Downgrade MRR Cancel MRR Regret MRR New MRR Expand MRR (upgrades+ expansion) Churn MRR (downgrades+cancel+regret) MRR Growth (new+expand-churn mrr)
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Subscription Promotions | Provide a discount on ordering services, but this discount might be applied multiple times and not just at the time of ordering Enhanced basket conditions and offerings since termed services have some extra attributes that affect the discount amount and the promotion’s duration
| 50% discount for monthly services in 12 months contract 30% discount for monthly services in no contract 10% discount for 12 months but only as long as the contact is already subscribed to another service | | |