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Categorizing Subscribed Customers

Auto-categorize your paying customers and track their recurring revenue, renewal date, and more
Subscribed Accounts/Organizations count towards your total number of billable tracked accounts

Subscribed Customers Overview

Subscribed Accounts/Organizations are your paying customers - those with a recurring subscription (and thus revenue) with your business.
By default, all Accounts 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.

Configure Subscribed Customers

How To
How To Visual
To navigate to Subscribed configuration:
  1. 1.
    Navigate to your Settings (⚙️) by selecting your Account Logo on the top left
  2. 2.
    Under Customer Management select Lifecycle Tracking (or get there via Quick Jump CMD+J)
  3. 3.
    Select Subscribed Accounts & Revenue Tracking
Now to configure your lifecycle tracking. First we'll start with tracking your Account Revenue and defining conditions to filter by Subscribed Accounts.
  1. 1.
    SELECT THE TRAIT(S) BELOW THAT TRACKS EACH ACCOUNT'S REVENUE
    • If ANY value is found in this trait (even $0!), an Account will be a Subscribed account if option 2 is not configured
  2. 2.
    DEFINE THE CONDITION(S) BELOW THAT DETERMINES YOUR PAID ACCOUNTS
    • This is HIGHLY RECOMMENDED to accurately track Accounts that meet specific track rules otherwise all Accounts that have a value in your trait that track revenue will be marked as Subscribed (yes, even if the value is $0!)
    • If you select multiple traits here, we'll set the account's revenue to the first trait they have a value for
Now we move onto Currency. You'll first want to configure your currency and then configure lifecycle tracking (you can do this in any order though! We'll just simple convert to the currency you've most recently selected)
Currently, Vitally automatically adds a currency account trait to your accounts whenever you connect any of our current supported revenue integrations - i.e. Stripe, Recurly, and Chargebee. Thus, all you need to do if you're using one of those integrations is select that currency trait here!
  1. 3.
    SELECT THE TRAIT(S) BELOW THAT IDENTIFIES THE CURRENCY FOR THE ACCOUNT'S REVENUE
    If you have customers paying in multiple different currencies and want Vitally to automatically convert your revenue into a single currency (for accurate revenue reporting), follow these steps:
    1. 1.
      First, configure the currency you'd like to convert all revenue in to by going to Settings > Account & Billing > edit Currency (more on this here). We call this your home currency
    2. 2.
      Then, ensure you send Vitally an account trait that tracks the ISO 4217 currency code that the account's revenue is tracked in
      • For example, if you select a revenue trait in option #1 above and have some customers with a revenue value in Euros and others in USD, then be sure to track a trait with a value of EUR for those paying in Euros and a value of USD for those paying in USD. Note that the code can be sent in any case - e.g. USD, usd, uSD are all valid values
    3. 3.
      Finally, back in your Lifecycle Tracking select the trait that tracks the customer's currency in step 3. Vitally will then automatically convert your customers' revenue, regardless of currency used, into your selected 'home currency'. Vitally currently supports over 65 currencies with exchange rates updated daily
Now time to select traits that track the end and start of a subscription period.
If at all possible, we recommend tracking renewal dates alongside revenue. This way, you can use that data when filtering and creating Indicators (e.g. flag unengaged customers with a renewal in less than 7 days).
  1. 4.
    SELECT THE TRAIT(S) THAT TRACKS THE END OF EACH ACCOUNT'S CURRENT SUBSCRIPTION PERIOD
    • If set, we'll automatically identify when customers are approaching their renewal. Additionally, if you select multiple traits, we'll take the value from the first trait that is set.
  2. 5.
    SELECT THE TRAIT(S) THAT TRACKS THE START OF EACH ACCOUNT'S CURRENT SUBSCRIPTION PERIOD
    • If you select multiple traits, we will take the date from the first trait with a value.
*Option 5 is only applicable when you select "Total Subscription Period Cost" in Option 6. In this scenario, we will use the difference between the date traits defined in Options 4 and 5 to determine the subscription duration.
And lastly, select whether you send us revenue as MRR, ARR, or total cost.
This step simply allows you to specify whether revenue is always sent as MRR, ARR, or as the Total Subscription Period Cost (value of the entire subscription period). If you select Total Subscription Period Cost here, we'll simply calculate a customer's MRR by dividing revenue values by 12 if the subscription period is longer than 1 month. If it is not, we won't modify the revenue value and will assume it is MRR.
  1. 6.
    Select whether you send REVENUE AS MRR, ARR, OR THE TOTAL COST FOR THE SUBSCRIPTION PERIOD
*Please note that once this is set, if you wish to change this you should reach out to Support before you make this change.

Categorizing Accounts using a Custom trait

There are two scenarios that usually lead customers down a path to create a custom trait. There might be other scenarios, of course but these two are the ones Vitally sees most frequently.

Override MRR/ARR

Why would you want to override MRR/ARR? Sometimes there's no other option than manually setting the revenue on a particular account. But if you have set up your Revenue and Subscription Tracking, your Revenue data may be being set by a trait from an integrated data source that will continue to override any manual updates. In this case you'll want to:
  1. 1.
    Create a Custom Trait. Name it "Manual MRR" for example
  2. 2.
    Go to your Lifecycle Tracking > Subscribed Accounts & Revenue Tracking (or on the Organization level)
  3. 3.
    Delete any values you have in 1. SELECT THE TRAIT(S) BELOW THAT TRACKS EACH ACCOUNT'S REVENUE
    • But why delete these? We look at the first trait first and then move onto the rest so if you want to override the MRR/ARR you'll want this trait prioritized.
  4. 4.
    Add your new Custom Trait, you may have named it "Manual MRR"
  5. 5.
    Finally re-add any trait(s) you previously removed

Don't yet track MRR/ARR via a synced trait

If you're not yet syncing a trait that sends your MRR/ARR do not fret, you can make a custom trait!
  1. 1.
    Create a Custom Trait. Name it "Manual MRR" for example
  2. 2.
    Go to your Lifecycle Tracking > Subscribed Accounts & Revenue Tracking (or on the Organization level)
  3. 3.
    Add your new Custom Trait, you may have named it "Manual MRR"

Subscribed FAQ

Q: I have an Account that does not match the subscribed rules but is getting marked as subscribed. What's going on? A: If an Account never matched any other rules nor does it currently match any rules, it will remain a Subscribed Account even if they do not match those rules.
Q: I manually changed the subscription from Churned (or Trial) to Subscribed but it has switched back automatically, why? A: While you can manually change the subscription, if your lifecycle tracking is configured Vitally will always match it to the rules that the Account/Org match. If you want to change the subscription status you must change the traits configured in that status so it matches.
Q: Why is my Account being ignored, they match the subscribed rules? A: We ignore Accounts if they only belong to an ignored Organization