Practical essays from the work: CRM builds, operating systems, marketing architecture, and how to move from chaos to shipped outcomes.
Treat migration as a billing continuity project, not an app installation. Reconcile subscription records, payment prerequisites, products, selling plans, dates, discounts, portal access, and post-cutover renewals.
Read field note
A cancellation flow should make the best alternative obvious while preserving a clear path to cancel. Match pause, skip, swap, cadence, or incentive offers to the reason the customer gives.
Read field note
Dunning works when retry timing, payment-update instructions, channel mix, customer value, and cancellation rules operate as one measured recovery journey.
Read field note
The customer portal should make the highest-intent actions easy on mobile: change date, skip, swap, adjust frequency, update details, add an item, or cancel.
Read field note
Selling plans should reflect how customers consume the product and how the business fulfills it. Avoid presenting frequencies or discounts that look flexible but create poor outcomes.
Read field note
Track subscriber acquisition, first renewal, active subscribers, revenue retention, churn reasons, dunning recovery, skips, swaps, and cohort behavior together.
Read field note
Integrations should move a specific decision. Map subscription events to customer communication, support context, warehouse action, reporting, and exception ownership before connecting apps.
Read field note
Choose based on bundle type, customer choice, inventory behavior, subscriptions, checkout, fulfillment, reporting, and maintenance. The cheapest app is not automatically the simplest operating model.
Read field note
Evaluate a bundle app against the exact customer experience and back-office behavior you need. Test theme weight, component inventory, discount interactions, order lines, returns, subscriptions, analytics, and uninstall...
Read field note