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Learn About Subscriber Lifecycle Management
Discover the customer journeys and business processes supported by Subscriber Lifecycle Management.
Overview
The Salesforce Industries Subscriber Lifecycle Management (SLM) application is an omnichannel offering that helps media companies rapidly grow and serve subscribers. The solution simplifies and automates the main stages of the subscriber lifecycle with business processes designed for the media industry.
The SLM application streamlines tasks and jobs to be done for both media service subscribers and customer service representatives (CSRs) who work for media companies. Subscribers use the customer self-care portal to manage their subscription services, while CSRs use the internal Salesforce app to support media customers and resolve issues. The app gives CSRs a 360-degree view of each customer where they can validate information and see all their interactions and products in one place.
Customer Journeys
The customer journey begins when they discover a media offering that suits their needs. Next, they buy the product or service and become a subscriber. The third stage is the best part, during which they enjoy their subscription. Sometimes, customers leave the media provider, who in turn encourages them to rejoin.
The SLM application supports each stage of the customer journey:
- Discover
- During this stage, subscribers and potential subscribers browse packages and offers using SLM workflows. Anonymous users who browse product offers in a web store but haven't yet created an account can also use the workflows.
- Buy
- SLM contains features that allow potential subscribers to purchase packages and offers, or subscribe directly to a service themselves. In this part of the journey, media companies attract prospective customers and convert them into paying subscribers by seamlessly onboarding them.
- Enjoy
- SLM delivers omnichannel subscriber care when they need help. This includes both digital service with Experience Cloud and Einstein chatbots, and assisted service with Service Cloud. During this time, subscribers may choose to change packages, view orders, purchase products, cancel services, or update their billing information.
- Retain
- Einstein Prediction Builder and Einstein Data Discovery can predict the likelihood that a customer will leave and also the likelihood that they'll buy a service or consume a certain type of content. Media companies can then use Marketing Cloud to drive proactive retention journeys.
- Leave and Rejoin
- Subscribers and CSRs can cancel a subscription or revoke the subscription cancellation. This makes it easy for subscribers to leave the service and to rejoin in the future.
See Also
- Explore Subscriber Lifecycle Management Features
Learn about the core elements of Subscriber Lifecycle Management. - Explore Subscriber Lifecycle Management Interfaces
Subscriber Lifecycle Management provides different interfaces for different user personas. Explore the key features included with the web shop, self-care portal, and agent console. - Subscriber Lifecycle Management Product Model
Subscriber Lifecycle Management comes with a set of reference product models that are based on industry best practices. These reference product models also help you to understand how to use Subscriber Lifecycle Management capabilities efficiently.
