Lifecycle Tracking Overview
You can configure lifecycle tracking under settings then you'll find your hierarchy levels (Organization, Account, User) where you'll find:
Revenue & Subscription configuration
Trial configuration
Churn configuration
Track Rules
Revenue & Subscription configuration is where you'll define what customers are your Subscribed (i.e paying) customers. One thing to note is by default, all Accounts and Organizations are subscribed Accounts. Vitally will then check your Trial, Churn, and Account Track rules (under lifecycle tracking) to see if any of those accounts match those rules. If they do, those accounts are then categorized appropriately.
Trial configuration (these count towards your total tracked account as part of your billing) is where you'll define your trial customers as well as trial qualification. You can also map a trap that tracks each trials end date.
Churn configuration categorizes your churned customers and where you can map a trait that contains the date of when the account churned. If no trait is mapped, we'll use when the customer met the churn configuration rules as the churn date.
Track Rules is the best way to not track a customer such as a test accounts (i.e dummy accounts). These are hidden and are only searchable via the search bar. Track rules take precedence over any other status meaning if a customer matches both track rules to be ignored AND subscription (i.e paying) rules, the customer will be ignored.
We also have User Churn rules! This is helpful when Users have lost access to your product.
Bucket #1: Subscribed
Subscribed Accounts/Organizations are your paying customers - those with a recurring subscription (and thus revenue) with your business.
Subscribed Accounts/Organizations count towards your total number of billable tracked accounts
Head to our Categorizing Subscribed Customers documentation to learn more!
Bucket #2: Trials
Trials are Accounts/Organizations with access to your product that are not yet subscribed to your business. These should include accounts on a time-constrained trial (e.g. 7-day access) or accounts on a free plan.
Trials count towards your total number of billable tracked accounts
Head to our Categorizing Trials documentation to learn more!
Bucket #3: Churned
Churned Accounts/Organizations are Accounts/Organizations that formerly had access to your product but have since canceled their subscription or failed to convert a time-constrained trial.
Your Vitally plan limits the number of accounts you can track in Vitally but note that you are not charged for churned accounts. However, because we don't charge for churn, that also means we don't store any product events sent by churned accounts.
If a churned account later returns and satisfies your subscribed configuration, we will auto-categorize them as a subscribed customer and will then start tracking their product activity.
Head to our Categorizing Churn documentation to learn more!
Bucket #4: Ignored (i.e Track Rules)
Ignored Accounts/Organizations are simply Accounts/Organizations you do not want to track in Vitally. They can be low-value accounts/orgs, test accounts/orgs, or anything else.
Your Vitally plan limits the number of accounts you can track in Vitally but note that you are not charged for ignored accounts. However, because we don't charge for ignored accounts, that also means we don't store any product events sent by them.
If an Ignored Account later satisfies your subscribed configuration, we will auto-categorize them as a subscribed customer and will then start tracking their product activity.
Head to our Categorizing Ignored Accounts documentation to learn more!
User Churn
Auto-identify users that have an active login (i.e. license) to your product vs those that have a deactivated one (and thus can no longer access your product).
Head to our Deactivated Users (User Churn) documentation to learn more!