PaymentsEd Session - Harmonizing Internal Teams: The Keys to Subscription Success

Recorded on the main stage at the 2024 PaymentsEd conference in Washington DC, this episode explores how organizations set up their teams to collaborate effectively on subscriptions and recurring payments. Host Josh Mathers of Rebar Technology is joined by panelists Fred Rodriguez, HomeServe USA, Melissa Shields, Starbucks, and HanJie Xiao, Semrush.

In today's episode, we dive into global payments and subscriptions, featuring insights from Melissa Shields, Executive Director of Payments and Strategic Operations at Dotdash Meredith*, Jay Matthews, Director of Global Payments and Subscriptions/Retention at Yahoo, and Melanie Stout, Head of Recurring Services at Optimized Payments. The trio emphasizes the critical role of detailed analytics in understanding subscriber behavior, and how strategic reporting can drive better decision-making for subscription-based businesses. The conversation covers practical approaches to leveraging data for optimizing subscription models and enhancing customer retention.*Since recording the interview, Melissa Shields has moved to Starbucks, where she is Director, Payments Strategy & Operations. Key Takeaways:(3:31) Personalized communication for improving customer engagement.(7:16) Discussion on scaling challenges, focusing on operational solutions and data-driven strategies.(12:15) The impact of regional payment preferences on global subscription models.(18:29) Strategies for reducing churn and boosting subscriber retention through payment operations optimization.(24:47) The importance of using analytics for trend identification and strategic decision-making in payment strategies. (30:54) The future of payment technologies and their revolutionary potential for the subscription industry.(35:12) The integration of new payment methods to reach a broader audience and the challenges and opportunities it presents.  Resources Mentioned:Melissa Shields -https://www.linkedin.com/in/melissagruener/Jay Matthews -https://www.linkedin.com/in/jaymatthews/Melanie Stout -https://www.linkedin.com/in/melaniestout/Dotdash Meredith -https://www.dotdashmeredith.com/Yahoo -https://www.yahoo.com/?guccounter=1&guce_referrer=aHR0cHM6Ly93d3cuZ29vZ2xlLmNvbS8&guce_referrer_sig=AQAAAAdRipKTIpg_xTlqJe45aw5ti5WopyTbkFgpuZq-IIksH1z6El14PDDsU_O34UQ7TUbENp8BE-gSaHUDT_yWhR_94JnQLv7DAZj8vrOUjt2GsdZO-VtBefnQcJsdzuTy0PNN1Y41Wx7oaCV4SGxjenhIFCpjEFfoA421KJH2P-kLOptimized Payments -https://optimizedpayments.com/ Ready to get started with Rebar?Head to rebartechnology.com or email [email protected] to schedule a call today.  #SaaS #Subscriptions #SubscriptionBusiness #CustomerChurn #SubscriptionService

On this episode, we welcome Christine Wade, Co-Founder and Consultant of Payment Operations Group, LLC; Mandi Grimm, Director of Fraud Prevention of Etix; and Scott Adams, Founder and CEO of Fraud Deflect and CNPMentors. Together, we explore the complexities of chargeback management and fraud prevention. Each of them shares their expertise as we discuss current challenges and strategies in the industry. Key Takeaways:(06:22) Discussing the evolving nature of payment operations and its business impact.(12:15) Insights into the latest fraud prevention trends and techniques.(18:40) Exploring the influence of technology in combating online transaction fraud.(24:55) The role of customer behavior analysis in enhancing fraud detection.(31:07) Perspectives on the future of digital payments and their security measures.(37:19) Highlighting the importance of collaborative efforts in fraud mitigation.(43:30) The necessity of ongoing education and awareness in payment security. Resources mentioned:Christine Wade -https://www.linkedin.com/in/cjwade/Payment Operations Group, LLC  -https://www.linkedin.com/company/payment-operations-group-llc/Mandi Grimm -https://www.linkedin.com/in/mandigrimm/Etix -https://www.linkedin.com/company/etix/Scott Adams -https://www.linkedin.com/in/speakerscotteadams/Fraud Deflect -https://www.linkedin.com/company/fraud-deflect/CNPMentors -https://www.linkedin.com/company/cnpmentors/ Ready to get started with Rebar?Head to rebartechnology.com or email [email protected] to schedule a call today. #SaaS #Subscriptions #SubscriptionBusiness #CustomerChurn #SubscriptionService

On this episode, we dive into retention and revenue recovery in subscription-based businesses with the help of our guests, Kevin Salerno at Newfold Digital and Kristen Vandendriessche at Optimized Payments. Key Takeaways:(01:28) The impact of retention in subscription businesses.(03:51) An in-depth look at churn in subscription models, and strategies to manage it effectively.(09:06) Technical causes of involuntary churn and methods to improve payment collection.(16:36) The benefits and necessity of having multiple payment processors for successful payment authorizations.(24:11) Innovative strategies for simplifying customer payment updates and enhancing the recovery process.(31:02) The legal and regulatory considerations in payment recovery and retention strategies. Resources Mentioned:Kevin Salerno -https://www.linkedin.com/in/kevin-salerno-156530/Newfold Digital | LinkedIn -https://www.linkedin.com/company/newfold/Newfold Digital | Website -https://newfold.com/Kristen Vandendriessche -https://www.linkedin.com/in/kristen-vandendriessche-pcip-7b16924/Optimized Payments | LinkedIn -https://www.linkedin.com/company/optimized-payments/Optimized Payments | Website -https://optimizedpayments.com/ Ready to get started with Rebar?Head to rebartechnology.com or email [email protected] to schedule a call today. #SaaS #Subscriptions #SubscriptionBusiness #CustomerChurn #SubscriptionService

Join us in a compelling discussion with Brian Kehn, Vice President Operations and Director of Payments at HomeServe USA, and Melanie Stout, Head of Recurring Services at Optimized Payments. We explore essential aspects of subscription payment processing and offer practical insights for businesses in this sector. Key Takeaways:(03:03) The importance of seamless customer experience in subscription billing.(04:49) The necessity of data management for successful billing.(07:30) Advice for startups on outsourcing payment processing.(12:18) Understanding decline codes in payment processing.(17:08) The improvement in approval rates with network tokens.(23:52) How different payment methods affect customer lifecycle and business strategy.(33:26) Insights into the role of fees, and strategies for their management.(42:23) The significance of data analytics in monitoring payment processing performance. Resources Mentioned:Brian Kehn -https://www.linkedin.com/in/brian-kehn-b5a1804/HomeServe USA -https://www.homeserve.com/en-us/Melanie Stout -https://www.linkedin.com/in/melaniestout/Optimized Payments -https://optimizedpayments.com/ Ready to get started with Rebar?Head to rebartechnology.com or email [email protected] to schedule a call today.  #SaaS #Subscriptions #SubscriptionBusiness #CustomerChurn #SubscriptionService

We’re excited to introduce our new podcast series, Subscription Fundamentals. As the name implies, we will be diving into the essentials of the subscription business, including enrollment, billing, payments, fraud, chargebacks and more. Nick Fredrick will be joined on this series by co-host Josh Mathers, Vice President of Product at Rebar Technology, to guide you through the subscription process from the point at which your customer signs up for your product.   Key Takeaways:(03:24) The absence of formal training in subscription billing and the importance of experience and networking in this industry.(04:35) The basics of subscription payment flows and the necessity of understanding the enrollment and transaction processes.(05:24) The centrality of customer retention and engagement in subscription models and strategies to increase lifetime value.(06:12) The challenges of maintaining customer expectation continuity in the face of new marketing channels and subscription models.(06:53) Insights into fraud and chargeback management, including prevention strategies and understanding different types of fraud risks.(08:54) The critical role of data in the success of billing programs, focusing on trends in payment acceptance and chargeback rates. Resources Mentioned:Josh Mathers -https://www.linkedin.com/in/joshuamathers/Rebar Technology -https://www.linkedin.com/company/rebar-technology/ Ready to get started with Rebar?Head to rebartechnology.com or email [email protected] to schedule a call today.  #SaaS #Subscriptions #SubscriptionBusiness #CustomerChurn #SubscriptionService

On today’s episode, we welcome Brian Comiskey, Director, Thematic Programs of the Consumer Technology Association. Brian delves into various topics including data-driven decision-making, cybersecurity and smart home innovations.  Key Takeaways:(02:44) Brian's background in international relations and his transition to media analytics and technology.(12:16) Evolving customer engagement strategies and the importance of maintaining touchpoints in a digital world.(17:29) The role of standards in technology development and innovation.(26:35) The importance of market research in understanding macroeconomic forces in technology.(33:00) Cutting-edge trends in various industry verticals, especially artificial intelligence.(34:18) Sustainability and alternative power sources as key elements in future technology trends.(43:00) Resources available at the Consumer Technology Association for further research on technology trends. Resources Mentioned:Brian Comiskey -https://www.linkedin.com/in/brian-comiskey15/Consumer Technology Association research -https://www.cta.tech/Resources/Research Ready to get started with Rebar?Head to rebartechnology.com or email [email protected] to schedule a call today. #SaaS #Subscriptions #SubscriptionBusiness #CustomerChurn #SubscriptionService

In this episode, we talk with Neil Dudley, Vice President of Pederson’s Natural Farms, about the journey and challenges of transitioning from traditional business models to a direct-to-consumer and subscription-based approach. Key Takeaways:(02:00) Pederson’s Natural Farms’ shift toward direct-to-consumer sales and subscription models.(3:13) Understanding consumer needs for recurring deliveries.(07:40) Challenges faced in handling perishable goods and finding the right fulfillment partner.(11:07) The significance of subscriptions in building a sustainable customer base and the benefits of achieving scale.(14:50) Exploring different technology solutions for e-commerce, such as Shopify, and the continuous evolution of these platforms.(18:28) Transitioning from relying solely on traditional retail channels to adopting an omni-channel approach.(23:19) Plans for continuing to build the brand and servicing consumers through e-commerce channels. Resources Mentioned:Neil Dudley -https://www.linkedin.com/in/thecowboyperspective/Pederson’s Natural Farms | LinkedIn -https://www.linkedin.com/company/pederson's-natural-farms/Pederson’s Natural Farms | Website -https://pedersonsfarms.com/ Ready to get started with Rebar?Head to rebartechnology.com or email [email protected] to schedule a call today. #SaaS #Subscriptions #SubscriptionBusiness #CustomerChurn #SubscriptionService

Samantha Coxe, Founder and CEO of Flaus, shares her unique journey from being a mergers and acquisitions attorney to spearheading innovation in oral care with the world's first electric flosser.  Key Takeaways:(04:20) Samantha's transition from a legal career to entrepreneurship, identifying a significant market gap.(07:25) Launching a crowdfunding campaign, marking a pivotal moment in Flaus' journey.(09:42) Choosing a direct-to-consumer model, and its evolution over time.(16:51) Emphasizing environmental responsibility in product packaging and recycling.(29:01]) Dealing with a 20% defect rate in the first batch of product.(30:28) Raising capital for product innovation and retail distribution.(38:04) The decision to incorporate as a public benefit corporation.(39:20) Striving for sustainability as a startup and the minimum viable product approach. Resources Mentioned:Samantha Coxe -https://www.linkedin.com/in/samanthacoxe/Flaus | LinkedIn -https://www.linkedin.com/company/goflaus/Flaus | Website -https://goflaus.com/ Ready to get started with Rebar?Head to rebartechnology.com or email [email protected] to schedule a call today.  #SaaS #Subscriptions #SubscriptionBusiness #CustomerChurn #SubscriptionService

Join us on the latest episode as we talk to Kaylin Marcotte, Founder and CEO of JIGGY. Kaylin delves into her journey of creating a puzzle brand with a unique subscription model, blending art and business.Key Takeaways:(05:30) The origins of JIGGY and how personal experiences shaped its business.(10:24) Challenges of introducing a subscription service in the puzzle market.(15:08) Using customer feedback to improve JIGGY's products and services.(21:03) JIGGY's growth and the pursuit of the right partnerships for on-demand, high-quality, personalized puzzle production and fulfillment.(28:49) Balancing creativity with business demands.(32:17) The impact of social media and marketing on JIGGY's growth.(39:05) Future directions and plans for expanding subscriptions. Resources Mentioned:Kaylin Marcotte -https://www.linkedin.com/in/kaylin-marcotte/JIGGY | LinkedIn -https://www.linkedin.com/company/jiggy/JIGGY Puzzles website -https://jiggypuzzles.com/ Ready to get started with Rebar?Head to rebartechnology.com or email [email protected] to schedule a call today.  #SaaS #Subscriptions #SubscriptionBusiness #CustomerChurn #SubscriptionService