Comments on: The Dunning Process in Ecommerce http://www.clvrbrdg.com/corporate/the-dunning-process-in-e-commerce/ Fri, 03 Jun 2016 16:44:26 +0000 hourly 1 https://wordpress.org/?v=5.5 By: Susan Petracco http://www.clvrbrdg.com/corporate/the-dunning-process-in-e-commerce/#comment-123 Wed, 21 Mar 2012 01:25:26 +0000 http://blog.cleverbridge.com/?p=4531#comment-123 Most of our customers are charged monthly, so we start contacting them as soon as the card fails – or in the case of a pending expired credit card, we start emails 2 months in advance. Thanks for the P.S. – hopefully that means we’re doing something right 🙂 In general customers seem to appreciate that we’re keeping their account active and not causing them problems, as opposed to feeling like we’re invading their time or privacy.

]]> By: Elan Sherbill http://www.clvrbrdg.com/corporate/the-dunning-process-in-e-commerce/#comment-122 Sun, 18 Mar 2012 17:12:23 +0000 http://blog.cleverbridge.com/?p=4531#comment-122 In reply to Susan Petracco.

Susan, I’m curious about how you handle renewal date reminders. How far in advance of a renewal do you suggest reminding customers and what kind of information do you include in these reminders? How would you advise other software companies that utilize a subscription business model on this point?

P.S. I love the idea of phone calls as part of the dunning process. In my mind, anything that personalizes the customer/vendor relationship is valuable and helps reduce customer attrition.

]]> By: Susan Petracco http://www.clvrbrdg.com/corporate/the-dunning-process-in-e-commerce/#comment-121 Fri, 16 Mar 2012 16:19:08 +0000 http://blog.cleverbridge.com/?p=4531#comment-121 Sometimes email notifications aren’t enough – especially when emails can easily be trapped by spam filters. When we turn off a customer’s account for non-payment, I want to be EXTREMELY sure that we’ve taken every measure possible to secure their continued business. This includes a couple of phone calls if emails aren’t being responded to.

Here’s my theory – we sell business-critical software-as-a-service. If the account is disabled, then the software will either simply discontinuing doing what it’s supposed to do, or (in limited cases) will present an error message to the end customer. That’s not our goal, so we want to give our customers, the site owners, every opportunity to bring their account up-to-date.

Only after a couple of months of non-response to both emails and phone calls will I completely disable a customer’s account from our end.

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