Hannah
Monthly essentials on an auto-renewing subscription
Hannah's essentials arrive automatically via subscription, so recency and frequency are pinned high by construction, scoring her on standard RFM would put her in a meaningless top cell. She sits on the off-grid subscription track: value is measured on subscription retention plus any discretionary purchases on top.
- ✓Protect the subscription, churn means a failed payment, not recency
- ✓Recover failed payments fast
- ✓Cross-sell discretionary one-off purchases on seasonal sales
- ✓Keep the subscription relationship healthy long-term
Routed to the subscription track
Because subscription is true, Hannah short-circuits the standard scoring at step 1. Her R and F are not scored on the normal scale, the model watches subscription health and any discretionary purchases instead.
Off-grid · subscription track
Quiet assurance it is handled
The value of a subscription is peace of mind. A light, periodic confirmation that her order is on its way reinforces the plan without prompting her to reconsider it.
Your order is on its way
Hannah, your monthly essentials have shipped, nothing to do. We will let you know when they arrive.
Catch a failed payment fast
The single biggest churn risk for a subscriber is a silent payment failure. The moment a payment fails, a clear recovery message goes out before the next dispatch so her run is not broken.
Quick fix needed for your subscription
Fuse: Hannah, your subscription payment did not go through. Update it before your next dispatch so nothing is missed: link.
A one-off on a seasonal sale
On top of her standing subscription, a seasonal sale is a natural discretionary cross-sell, a one-off add-on that grows value without touching the plan.
Seasonal sale, add a one-off treat?
Your essentials are sorted, Hannah. Our seasonal sale is on though, want to add something for yourself, just this once?