Managing Audiences

Overview

Audience Manager is a powerful feature that lets you define subscriber cohorts you are looking to target using Plays for targeting and analysis. An Audience is essentially a single rule or combination of rules based on your canceller's unique profile information. An Audience can have as many or as few rules as you like, depending on how broad or narrow you want your targeting to be. The possibilities are endless, but we recommend starting with a wide net and narrowing your Audiences as you learn more about the strategy you have deployed.

By creating rule-based audiences, you can ensure that the right offers, pricing tables, or cancellation experiences are displayed to the right subscribers according to the play they are embedded in. Chargebee Growth continuously evaluates subscribers against audience rules and qualifies only matching subscribers for entry into a Play.

You can create audience segments in your Growth site using the Audience tab. Additionally, you can even create them from within the Plays module while creating or updating a play.

You can define audiences using the following criteria:

• Subscriber lifecycle stage, such as trial, active, renewing, or at-risk.
• Subscription and plan attributes, such as plan type, billing frequency, or add-ons.
• Usage, entitlements & behavioural signals indicating engagement, limits, inactivity, or growth readiness.
• Account-level attributes like tenure, region, or customer segment.

Offer-based Targeting

In addition to using customers and subscription-based properties, Chargebee Growth allows you to build audiences based on prior offer interactions. This is useful when you want to:

• Show a follow-up offer
• Prevent repeat exposure to the same offer
• Route customers to different cancellation experiences based on prior engagement

You can define audiences based on the following offer based properties:

• Retention Offer: This refers to the name of the offer(s) within Chargebee Retention, not within the billing system. This property can only be used with one of the properties above as it has no effect if used by itself.
• Days Since Offer Viewed: Configure a time period when any offer was viewed. This includes all customers who viewed the offer, regardless if they accepted or not accepted. You can set up the property to be less than, equal to, or greater than the time period value. If this is used with the Retention Offer property, then this rule will apply to a specific offer or offers.
• Days Since Offer Accepted: Configure a time period when any offer was accepted. You can set up the property to be less than, equal to, or greater than the time period value. If this is used with the Retention Offer property, then this rule will apply to a specific offer or offers.
• Days Since Offer Viewed But Not Accepted: Configure a time period when the offer was viewed but not accepted. You can set up the property to be less than, equal to, or greater than the time period value. If this is used with the Retention Offer property, then this rule will apply to a specific offer or offers.

Understanding Audience Properties and Operators

The screenshot below displays the anatomy of the Audience editor:

The Audience editor comes with a title at the top and the Audience definition creator below. There are three parameters with which you can create an Audience: the Property is the profile information of your subscriber that you would like to operate on. The second is the Operation, and the third is the Value the operator is working against.

Properties will be of either type Text, Date, Number or Boolean. The Operators and acceptable Values associated with each will change depending on how your Property is defined within Chargebee Growth’s field mapping settings.

Date operators

Below are some examples of rules with Date operators and values applied:

• Subscriber signed up within the last 30 days.
• Subscriber signed up more than 30 days ago but less than 90 days ago.
• Subscriber’s renewal date is within the next 7 days.
• Subscriber’s renewal date is 180 days or more in the future.

Text operators

Below are some examples of rules with Text operators and values applied:

• Plan name contains the word enterprise
• Plan name is one of the listed enterprise plans.
• Coupon code is empty

Numeric operators

Below are some examples of rules with Numeric operators and values applied:

• Contract Value is greater than 99.
• Contract Value is greater than 49 but less than 100 (or) Subscription amount is between 49 and 100.

Boolean operator

Below is an example of a rule with Boolean operator and value applied:

• Discount Eligible is true

Creating an Audience

To create a new audience segment in your Chargebee Growth site, follow these steps:

1. Navigate to People > Audiences, and click + New Audience.
2. Click the Edit icon next to New Audience, and provide a clear, descriptive name for the audience.
3. Under Audience definition, click: a. + Add another rule to create a single condition, or b. + Add group of rules to define grouped logic.
   
4. Select a Property from the dropdown.
5. Choose the appropriate Operator and Value. The Operator represents the logic you would like to apply to the Value field. When a subscriber’s profile is passed through this rule, they’d end up with a true or false result, allowing them to view certain experiences or move on to another experience.

6. Add additional rules using AND or OR logic as needed.
7. Click Done to save the audience definition.

You have successfully created a new audience segment. Once created, the audience becomes available for targeting within Plays and Experiences.

Chargebee Growth will continuously evaluate subscribers against these rules and automatically qualify matching subscribers in real time.

Sample Use Case

Consider the following scenario:

You ran an experiment offering either a discount or a pause option during cancellation. Results show:

• Trial users and subscribers in their first month respond better to discounts.
• Subscribers with tenure over 6 months respond better to pause options.
• You want to restrict discounts to subscribers marked as Discount Eligible to prevent misuse.

In summary, following are the Audiences that you can create:

Audience 1: Discount eligible Trial users and Paid subscribers in their first month.

Rules:

• Discount Eligible is true

  AND

• (Plan is Trial OR Subscription age is less than 30 days)

This audience targets early-stage subscribers who qualify for discounts.

Audience 2: Accounts over 6 months old

Rule:

• Subscription start date happened before 180 days (relative to cancel session)

This group is routed to the Pause experience.

Audience 3: Everyone else

Rule:

• Discount Eligible is true

This allows you to continue experimentation across remaining eligible subscribers.

Once created and published, these audiences can be assigned within the Play targeting hierarchy.

Best Practices

Well-structured audiences help ensure that your Growth strategies are precise, relevant, and measurable.

• Use clear descriptive naming conventions for audiences (e.g., “Active – High Usage – Eligible for Upgrade”).
• Start with simple rule logic before introducing grouped conditions.
• Use offer-based properties to prevent repeated exposure to the same offer.
• Periodically review audience definitions to ensure alignment with current business objectives.
• Test audience rules using known subscriber data in your test site before publishing.