Lifecycle Tracking

An overview of the customer lifecycle in Vitally

Lifecycle Tracking Overview

In Vitally, every Account/Organization is categorized into 1 of 4 buckets:

  1. User Churn (not part of the above but worth a mention here!)

By default ALL will start as a subscribed, paying customer and as they match other buckets they will be categorized as such. If an Account, for example, has never matched any of the buckets when they were first added to Vitally then they will be categorized as Subscribed.

You can set up User Churn rules as well! This is helpful when Users have lost access to your product (more below on User Churn).

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

pageCategorizing Subscribed Customers

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

pageCategorizing Trials

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.

pageCategorizing Churn

Bucket #4: Ignored

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.

pageCategorizing Ignored Accounts

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).

pageDeactivated Users (User Churn)

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