How to Identify Subscription Customers

Converting one-time customers into subscribers is a great way to increase retention and ultimately LTV. But once you start offering both one-time and subscription orders, it's important to keep track of each group separately so that, for example, subscribers don't bias your data analysis. But don't worry - it's not a challenge at all!

If you are using a subscription service such as Recharge or Bold, subscription customers and orders are automatically tagged when they are created, and thus tagged in your RetentionX account. And that's exactly what you can use to create different customer segments for both groups.

Customer Tags

The easiest way to identify your subscribers and non-subscribers is to use customer tags. To check if and how your subscribers are automatically tagged by your subscription service, we recommend you check the customer tags under Customers > All Customers. This could look as follows:

All Subscribers 


Active Subscribers

Non-Subscribers

Order Tags

To distinguish between your subscribers and non-subscribers, you can also use order tags, which can be checked under Orders > All Orders. This could look like this:

All Subscribers

Non-Subscribers

Subscribers (1st Order)

One-Time Customers Converted to Subscribers (2nd Order)

Recharge Integration

Do you use Recharge? Then you can connect your Recharge account directly to RetentionX to unlock dedicated subscription reports and even more segmentation options.

Once your segments are in place, you can compare them and gain insight into how customer behavior changes for subscribers and non-subscribers. For example, you might expect subscription customers to have a higher retention rate. If you don't separate them out, the overall retention rate may be skewed.

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