9 Things to Drive Success in the Subscription Economy

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9 Things to Drive Success in the Subscription Economy

  1. 1. Zuora confidential, shared under non-disclosure and subject to disclaimer notice1
  2. 2. Zuora confidential, shared under non-disclosure and subject to disclaimer notice2 Zuora confidential, shared under non-disclosure and subject to disclaimer notice2Our  World  Is  Shi.ing  The Subscription Economy takes the changes wrought by the SaaSmodel and applies them to companies in every industry.We  call  this  the  subscrip7on  Economy  Mone7ze  Rela7onships  Ship  Products  
  3. 3. Zuora confidential, shared under non-disclosure and subject to disclaimer notice3 Zuora confidential, shared under non-disclosure and subject to disclaimer notice3 Zuora confidential, shared under non-disclosure and subject to disclaimer notice3Every  company  will  be  a  Subscrip4on  Economy  Company  OUR VISION:“”
  4. 4. Zuora confidential, shared under non-disclosure and subject to disclaimer notice4JOINS  The  Subscrip4on  ECONOMY  
  5. 5. Zuora confidential, shared under non-disclosure and subject to disclaimer notice5The  Subscrip4on  ECONOMY  JOINS  
  6. 6. Zuora confidential, shared under non-disclosure and subject to disclaimer notice6The  Subscrip4on  ECONOMY  JOINS  
  7. 7. Zuora confidential, shared under non-disclosure and subject to disclaimer notice7JOINS  The  Subscrip4on  ECONOMY  
  8. 8. Zuora confidential, shared under non-disclosure and subject to disclaimer notice8JOINS  The  Subscrip4on  ECONOMY  
  9. 9. Zuora confidential, shared under non-disclosure and subject to disclaimer notice9JOINS  The  Subscrip4on  ECONOMY  
  10. 10. Zuora confidential, shared under non-disclosure and subject to disclaimer notice10 Zuora confidential, shared under non-disclosure and subject to disclaimer notice10
  11. 11. Zuora confidential, shared under non-disclosure and subject to disclaimer notice11 Zuora confidential, shared under non-disclosure and subject to disclaimer notice11500+Customers15.5BillionContracted  Invoice  Volume  with
  12. 12. Zuora confidential, shared under non-disclosure and subject to disclaimer notice12 Zuora confidential, shared under non-disclosure and subject to disclaimer notice128X  increase  in  processed  invoices  in  2  years  1.8MILLION239KAPR  2011   APR  2013  
  13. 13. Zuora confidential, shared under non-disclosure and subject to disclaimer notice13 Zuora confidential, shared under non-disclosure and subject to disclaimer notice13Training  The  Subscrip7on  Economy  12,000+HoursTraining  Delivered  
  14. 14. Zuora confidential, shared under non-disclosure and subject to disclaimer notice14 Zuora confidential, shared under non-disclosure and subject to disclaimer notice14Every  Quarter  Close  To  50  Go-­‐Lives  
  15. 15. Zuora confidential, shared under non-disclosure and subject to disclaimer notice15 Zuora confidential, shared under non-disclosure and subject to disclaimer notice15
  16. 16. Zuora confidential, shared under non-disclosure and subject to disclaimer notice16 Zuora confidential, shared under non-disclosure and subject to disclaimer notice1620X  more  capacity  in  new  datacenter  
  17. 17. Zuora confidential, shared under non-disclosure and subject to disclaimer notice17 Zuora confidential, shared under non-disclosure and subject to disclaimer notice17Commitment  To  Rapid  Innova7on  
  18. 18. Zuora confidential, shared under non-disclosure and subject to disclaimer notice18 Zuora confidential, shared under non-disclosure and subject to disclaimer notice18220104Product    Requests  Customers  In  180  Days  From    New  InvoiceItemAdjustment  datasource  Override  accoun7ng  code  on  payment  More  fields  on  dataSources  Autopay  flag  UK  direct  debit  Refund  Reason  Codes  BeWer  user  ac7vity  log  More  invoice  merge  fields  More  quote  merge  fields  Payment  method  expira7on  Query  usage  by  Invoice  Id  Sort  by  name  in  PDF  Credit  balance  refund  -­‐  MES  New  UOM  API  Improved  subscribe()  Improved  amend()  Bill  run  rollbacks  API  currency  ac7va7on  Refunds  In  SFDC  Payments  in  SFDC  REST  APIs  
  19. 19. Zuora confidential, shared under non-disclosure and subject to disclaimer notice19 Zuora confidential, shared under non-disclosure and subject to disclaimer notice19HP CloudTripAdvisor Xplornet Hosting.comMyEmma30%-­‐95%  reduc8on  in  bill  run  7mes  The latest performance improvements attest to the fact that as our businessgrows, Zuora continues to scale to accommodate that growth.“ ”
  20. 20. Zuora confidential, shared under non-disclosure and subject to disclaimer notice20 Zuora confidential, shared under non-disclosure and subject to disclaimer notice20
  21. 21. Zuora confidential, shared under non-disclosure and subject to disclaimer notice21 Zuora confidential, shared under non-disclosure and subject to disclaimer notice21The  World  Will  Move  to  the  is movingSubscrip8on  ECONOMY  
  22. 22. Zuora confidential, shared under non-disclosure and subject to disclaimer notice22 Zuora confidential, shared under non-disclosure and subject to disclaimer notice22…Moving  into  uncharted  terrain  
  23. 23. Zuora confidential, shared under non-disclosure and subject to disclaimer notice23 Zuora confidential, shared under non-disclosure and subject to disclaimer notice23
  24. 24. Zuora confidential, shared under non-disclosure and subject to disclaimer notice24 Zuora confidential, shared under non-disclosure and subject to disclaimer notice24There  are  9  things  that  you  need  to  be  successful  0%  10%  20%  30%  40%  50%  60%  70%  80%  90%  100%  1   2   3   4   5   6   7   8   9  
  25. 25. Zuora confidential, shared under non-disclosure and subject to disclaimer notice25 Zuora confidential, shared under non-disclosure and subject to disclaimer notice25Roadmap  for  Success  
  26. 26. Zuora confidential, shared under non-disclosure and subject to disclaimer notice26 Zuora confidential, shared under non-disclosure and subject to disclaimer notice26But  it  takes  6  months  and  10  engineers    to  implement  a  $0.05  price  change  PRICING INPROGRESSPrice  and  package  to  support  your  business  strategy  1
  27. 27. Zuora confidential, shared under non-disclosure and subject to disclaimer notice27 Zuora confidential, shared under non-disclosure and subject to disclaimer notice27Donna  Wells  CEO  Increased revenueper customerlaunched a new pricingmodel overnightno engineeringwork required1Mindflash  
  28. 28. Zuora confidential, shared under non-disclosure and subject to disclaimer notice28 Zuora confidential, shared under non-disclosure and subject to disclaimer notice28Monetization plans155Deployed  by  our  average  customer  1
  29. 29. Zuora confidential, shared under non-disclosure and subject to disclaimer notice29 Zuora confidential, shared under non-disclosure and subject to disclaimer notice29Enable  new  customers  to  subscribe  2
  30. 30. Zuora confidential, shared under non-disclosure and subject to disclaimer notice30 Zuora confidential, shared under non-disclosure and subject to disclaimer notice30Enable  new  customers  to  subscribe  2
  31. 31. Zuora confidential, shared under non-disclosure and subject to disclaimer notice31 Zuora confidential, shared under non-disclosure and subject to disclaimer notice31NCR  Silver  automated commerce,billing and financelaunched new servicein just 2 monthsBill  Plummer  2
  32. 32. Zuora confidential, shared under non-disclosure and subject to disclaimer notice32 Zuora confidential, shared under non-disclosure and subject to disclaimer notice32This  month’s  fee  +  last  month’s  overage  +  last  month’s  pro-­‐rata  fee  -­‐  account  credit  +  next  month’s  fee  +  sign  up  fee  +  8.7%  tax  =  $192.48  Produce  accurate,  easy  to  understand  bills  for  new  and  exis7ng  customers  Confused  customers  Weeks  to  generate  bills  Billing  Errors  Lost  Revenue  1  2  3  4  “But  I  signed  up  for  the  $100/month  plan”  3
  33. 33. Zuora confidential, shared under non-disclosure and subject to disclaimer notice33 Zuora confidential, shared under non-disclosure and subject to disclaimer notice33with complexusage billing modelshands-off invoicingfor thousands of clientsin multiple countriesFirehost  Katrena  Drake  3
  34. 34. Zuora confidential, shared under non-disclosure and subject to disclaimer notice34 Zuora confidential, shared under non-disclosure and subject to disclaimer notice34Collect  cash  fast  4Automate  small  payments  Automate  big  payments  Billing  disputes  &  credits  Late  payments  Suspension  warnings  Suspensions  Credit  card  updaters  Payment  excep7ons  But  the  complexity  of  recurring  payments  is  weighing  you  down  
  35. 35. Zuora confidential, shared under non-disclosure and subject to disclaimer notice35 Zuora confidential, shared under non-disclosure and subject to disclaimer notice35Xplornet processes hundredsof thousands of payments inhoursAcross multiple paymentmethodsAnd manages paymentexceptions and retriesautomaticallyXplornet  4
  36. 36. Zuora confidential, shared under non-disclosure and subject to disclaimer notice36 Zuora confidential, shared under non-disclosure and subject to disclaimer notice3690%  of  transac7ons  are  changes   We will complete your request tochange your subscription15 business daysClick to continueGive  your  customers  control  of  their  subscrip7ons  You  struggle  with  the  ripple  effects  of  these  changes  Result: Terrible  customer  service  BUT5
  37. 37. Zuora confidential, shared under non-disclosure and subject to disclaimer notice37 Zuora confidential, shared under non-disclosure and subject to disclaimer notice37Implemented “Holiday Stops”allowing hundreds ofthousands of subscribersto suspend servicein a matter of weeksonline or via call centerNews  Interna7onal  5
  38. 38. Zuora confidential, shared under non-disclosure and subject to disclaimer notice38 Zuora confidential, shared under non-disclosure and subject to disclaimer notice38“We  need  more  7me”  - Finance TeamBut  it  takes  weeks  to  close  the  books  Close  your  books  faster  while  remaining  compliant  6
  39. 39. Zuora confidential, shared under non-disclosure and subject to disclaimer notice39 Zuora confidential, shared under non-disclosure and subject to disclaimer notice39and 3 days betterbusiness operationsOur monthly close is3 days shorterI get 3 daysbetter intelligenceevery single monthDyn  Gray  Chynoweth  6
  40. 40. Zuora confidential, shared under non-disclosure and subject to disclaimer notice40 Zuora confidential, shared under non-disclosure and subject to disclaimer notice40But  the  metrics  you  need  to  run  your  business  are  buried  in  spreadsheets  MRRARRCLTVCHURNGain  visibility  into  key  subscrip7on  metrics  7
  41. 41. Zuora confidential, shared under non-disclosure and subject to disclaimer notice41 Zuora confidential, shared under non-disclosure and subject to disclaimer notice41And visibilityinto future revenuesWhen the board callswe‘re able to give themactuals from prior monthsSendGrid  Jim  Franklin  7
  42. 42. Zuora confidential, shared under non-disclosure and subject to disclaimer notice42 Zuora confidential, shared under non-disclosure and subject to disclaimer notice42  Changing  pricing  requires  filing  a  ?cket  with  engineering…  “The  next  available  engineer  will  see  you  in  6  months”  Roll  out  price  changes  and  experiment  8
  43. 43. Zuora confidential, shared under non-disclosure and subject to disclaimer notice43 Zuora confidential, shared under non-disclosure and subject to disclaimer notice43and signed on200 new customersWe createda new promotionin just a few minuteswithout evertalking to engineeringTimetrade  Mike  Puglia  8
  44. 44. Zuora confidential, shared under non-disclosure and subject to disclaimer notice44 Zuora confidential, shared under non-disclosure and subject to disclaimer notice44Feel  confident  that  your  system  is  enterprise  grade  9Peace  Of  Mind    With…  Scalability   Security  Compliance  
  45. 45. Zuora confidential, shared under non-disclosure and subject to disclaimer notice45 Zuora confidential, shared under non-disclosure and subject to disclaimer notice451Price and package to supportyour business objectives2Enable new customers tosubscribe3Send accurate, easy tounderstand bills4Collect cash fast5Give customers control oftheir subscriptionsGain visibility into keysubscription metrics76 Close books faster whileremaining compliant8Roll out price changesand experiment9Feel confident that your systemis enterprise grade9  “things”  on  your  roadmap  for  success  
  46. 46. Zuora confidential, shared under non-disclosure and subject to disclaimer notice46 Zuora confidential, shared under non-disclosure and subject to disclaimer notice46You  gave  these  9  things  equally  high  importance  0%  10%  20%  30%  40%  50%  60%  70%  80%  90%  100%  1   2   3   4   5   6   7   8   9  
  47. 47. Zuora confidential, shared under non-disclosure and subject to disclaimer notice47 Zuora confidential, shared under non-disclosure and subject to disclaimer notice47And  you  see  an  opportunity  to  improve  your  performance  against  all  9  things  0%  10%  20%  30%  40%  50%  60%  70%  80%  90%  100%  1   2   3   4   5   6   7   8   9  Importance   Current  State  
  48. 48. Zuora confidential, shared under non-disclosure and subject to disclaimer notice48 Zuora confidential, shared under non-disclosure and subject to disclaimer notice481Price and package to supportyour business objectives2Enable new customers tosubscribe3Send accurate, easy tounderstand bills4Collect cash fast5Give customers control oftheir subscriptionsGain visibility into keysubscription metrics76 Close books faster whileremaining compliant8Roll out price changesand experiment9Feel confident that your systemis enterprise grade9  “things”  on  your  roadmap  for  success  
  49. 49. Zuora confidential, shared under non-disclosure and subject to disclaimer notice49 Zuora confidential, shared under non-disclosure and subject to disclaimer notice49CEO  CFO  CIO  COO  CMO  These  9  things  impact  your  en7re  organiza7on  
  50. 50. Zuora confidential, shared under non-disclosure and subject to disclaimer notice50 Zuora confidential, shared under non-disclosure and subject to disclaimer notice50 Zuora confidential, shared under non-disclosure and subject to disclaimer notice50CMOHow  do  I  balance  growth  &  revenue?  How  to  I  think  about  choice  vs.  simplicity?  Do  I  price  for  new  accounts  or  exis7ng?  How  do  I  price    vis-­‐à-­‐vis  compe77on?  How  do  I  improve    TTM  &  opera7onalize?  It  impacts  marke8ng  
  51. 51. Zuora confidential, shared under non-disclosure and subject to disclaimer notice51 Zuora confidential, shared under non-disclosure and subject to disclaimer notice51 Zuora confidential, shared under non-disclosure and subject to disclaimer notice51COOIt  impacts  opera8ons  How  do  I  drive  efficient  bookings  &  cash  growth  across  the  complete  customer  lifecycle?  Sales    Opera7ons  Billing  &  Revenue    Opera7ons  Subscription
  52. 52. Zuora confidential, shared under non-disclosure and subject to disclaimer notice52 Zuora confidential, shared under non-disclosure and subject to disclaimer notice52 Zuora confidential, shared under non-disclosure and subject to disclaimer notice52It  impacts  finance  APR $100Chum (10)Net ARR 90COGS (20)G&A (10)R&D (20)Recurring Profit 40Growth (40)Net New ARR 40Ending ARR $130GrowthEfficiency RateRecurringProfit MarginRetentionRateCFOHow  do  I  run  the  business  on  a  model  4ed  to  a  completely  new  set  of  metrics?  
  53. 53. Zuora confidential, shared under non-disclosure and subject to disclaimer notice53 Zuora confidential, shared under non-disclosure and subject to disclaimer notice53 Zuora confidential, shared under non-disclosure and subject to disclaimer notice53It  impacts  technology  CIOHow  do  we  architect  our  systems  to  interplay  with  commerce,  billing  and  finance  Billing  Ra7ng  Pricing  Revenue  Recogni7on  Accoun7ng  Integra7on  Gateway  Integra7on  Taxa7on  PCI  compliance  Build  Service  Provision  Service  Manage  En7tlements  I  don’t  want  to  own  I  own  ?
  54. 54. Zuora confidential, shared under non-disclosure and subject to disclaimer notice54 Zuora confidential, shared under non-disclosure and subject to disclaimer notice54 Zuora confidential, shared under non-disclosure and subject to disclaimer notice54It  impacts  the  boardroom  ARR  Growth   Reten8on  Rates   Unbilled  Deferred  Revenue  CEOHow  do  I  convey  the  health  of  my  business  to  the  board  and  Wall  Street?  
  55. 55. Zuora confidential, shared under non-disclosure and subject to disclaimer notice55 Zuora confidential, shared under non-disclosure and subject to disclaimer notice55Today:  A  day  focused  on  your  roadmap  for  success    Networking  Recep7on    5:30-­‐7:30  PM      The  CEO  Perspec7ve  Driving  Growth  in  the  Subscrip7on  Economy                Presenta7on  +  Panel      Roundtable      Presenta7on  +  Panel      Roundtable      Presenta7on  +  Panel    Roundtable  Innova7ve  Pricing  &  Packaging  CMO COO CFOCEOScaling  Sales  &  Billing  Opera7ons  Finance  Opera7ng  Plan  For  The  Subscrip7on  Economy  
  56. 56. Zuora confidential, shared under non-disclosure and subject to disclaimer notice56
  57. 57. Zuora confidential, shared under non-disclosure and subject to disclaimer notice57Bay  Area  User  Group  July  17th  6pm  –  8pm  1051  East  Hillsdale  Blvd  Foster  City  #StoS13  
  58. 58. Zuora confidential, shared under non-disclosure and subject to disclaimer notice58
  59. 59. Zuora confidential, shared under non-disclosure and subject to disclaimer notice59The  CEO  Perspec8ve  Meet  The  Panelists  @jimfranklinSendGrid  Jim  Franklin,  CEO  RightScale  Michael  Crandell,  CEO  Mindflash  Donna  Wells,  CEO  Informa7ca  Cloud  Ron  Papas,  GM  &  SVP  Zuora  Brian  Bell,  CMO  @michaelcrandell @ronpapas @donnawells@brianbell123
  60. 60. Zuora confidential, shared under non-disclosure and subject to disclaimer notice60Partner  Showcase  
  61. 61. Zuora confidential, shared under non-disclosure and subject to disclaimer notice61MaU  Shanahan  SVP,  Strategy  Predic8ve  Analy8cs  For  Maximizing  Customer  Lifecycle  
  62. 62. Zuora confidential, shared under non-disclosure and subject to disclaimer notice62Cloud  Profits  Derived  from  Long-­‐Term  Customer  Rela4onships  TIME  Year  1   Year  2   Year  3  PROFIT  acquisition customer retention and growthCustomer  Sign-­‐up  Customer  Acquisi4on  Cost  Breakeven  
  63. 63. Zuora confidential, shared under non-disclosure and subject to disclaimer notice63What’s  missing?  Predic4ve  Analy4cs  —  No  Analy4cs  Available  —    Trials   Adop4on   Renewal   Up  Sell   Cross  Sell  acquisition customer retention and growthCustomer  Sign-­‐up  Customer  Acquisi4on  Cost  Breakeven  ●  Lead  Scoring  ●  Funnel  Tracking  ●  Forecas4ng  ●  Pipeline  Management  ●  Conversion  ●  SEO  Op4miza4on  ●  Keyword  ●  Lead  Nurturing  Which  are  most  likely  to  convert?  Did  the  customer  get  good  value  from  the  service?  Is  user  ac4vity  mee4ng  expecta4ons?  Is  the  service  underpriced  compared  to  usage?  Which  addi4onal  services  should  be  promoted  to  fans?  PROFIT  
  64. 64. Zuora confidential, shared under non-disclosure and subject to disclaimer notice64Scout  Analy4cs  Leading  Provider  of  Predic4ve  Analy4cs  to  Maximize  Customer  Life4me  Value    for  Recurring  Revenue  Businesses  We  Boost  Total  Revenue  10-­‐15%  by  PuSng    Usage  Data  to  Work  ●  Increase  Renewal  Yields  ●  Minimize  Churn  ●  Maximize  Trial  Conversion  ●  Op4mize  Rate  Plans  
  65. 65. Zuora confidential, shared under non-disclosure and subject to disclaimer notice65Scout  Analy4cs  Predic4ve  Analy4cs  Suite  YIELD    OPTIMIZER  Renewal  Performance  Management  for  Sales  and  Marke4ng  RATE  PLAN  OPTIMIZER  Pricing  Performance  Management  for  Product  Management  CUSTOMER  SUCCESS  OPTIMIZER  Customer  Lifecycle  Management  for  Service  and  Support  Scout®  Usage  Data  Hub  
  66. 66. Zuora confidential, shared under non-disclosure and subject to disclaimer notice66Scout  Analy4cs  Enhances  Your  Zuora  •  Predict  Renewal  Prices  Based  on  Revenue  Opportunity  •  Predict  and  Prevent  Churn  before  Renewal  •  Predict  Which  Trial  or  Freemium  Customers  Will  Convert  to  Paying  Customers  •  Match  Rate  Plan  Structure  to  Consump4on  Behavior  •  Meter  Usage  for  Usage  Charging  
  67. 67. Zuora confidential, shared under non-disclosure and subject to disclaimer notice67Free  Trial  Offer  •  Calculate  the  Revenue  Yield  of  Every  Historical  Renewal  •  Analyze  Sources  of  Revenue  Growth  and  Churn  •  Monitor  Renewal  Performance  in  Real-­‐4me  http://www.scoutanalytics.com/  
  68. 68. Zuora confidential, shared under non-disclosure and subject to disclaimer notice68Partner  Showcase  
  69. 69. Zuora confidential, shared under non-disclosure and subject to disclaimer notice69Darlene  Ducharme  Senior  Director,  Partner  Development  What  can  Litle  &  Co.  do  for  You?  Copyright © 2013 Litle & Co., A Vantiv Company │ All Rights Reserved
  70. 70. Zuora confidential, shared under non-disclosure and subject to disclaimer notice70To  help  you  use  payments  to  drive  business  growth.  MISSION  Delivering  payments  intelligence  through  value-­‐added  solu?ons  built  on  solid  core  processing,  to  help  you  acquire,  convert,  and  retain  profitable  consumer  rela?onships  in  card-­‐not-­‐present  commerce.  DIFFERENTIATION  
  71. 71. Zuora confidential, shared under non-disclosure and subject to disclaimer notice71ACQUISITION  Iden?fy  high-­‐value  cardholders  &  measure  channel  efficiency.  CONVERSION  Be  flexible  with  alterna?ve  payments  &  mul?ple  currencies.  RETENTION  Stay  current  with  automa?c  account  upda?ng  &  authoriza?on  recycling.    ATTRITION  Manage  the  impact  of  aOri?on  and  prevent  loss  with  chargeback  preven?on  &  representment  strategies.  With  the  right  processor  you  can    INCREASE CUSTOMER LIFETIME VALUE
  72. 72. Zuora confidential, shared under non-disclosure and subject to disclaimer notice72Highly  scalable  payment  processing  plaRorm  built  specifically  for  card-­‐not-­‐present  commerce.        Robust  core  payments  acceptance  and  processing  solu?on,  with  value-­‐adding  fraud,  security,  and  revenue  solu?ons.        Backed  by  the  best  repor?ng  and  analy?cs  in  the  business  and  award-­‐winning  customer  service  OUR  SOLUTIONS  
  73. 73. Zuora confidential, shared under non-disclosure and subject to disclaimer notice73Darlene  Ducharme  (978)  275-­‐6603  dducharme@litle.com    www.litle.com  LEARN MORE
  74. 74. Zuora confidential, shared under non-disclosure and subject to disclaimer notice74Agenda  The  CEO  Perspec4ve:  Driving  Growth  in  the  Subscrip7on  Economy    Presenta7on  +  Panel      Roundtable      Presenta7on  +  Panel      Roundtable      Presenta7on  +  Panel    Roundtable  CMO  Perspec7ve:    Innova7ve    Pricing  &  Packaging  3:45  –  5:30pm  CMOCOO  Perspec7ve:    Scaling  Sales    &  Billing  Opera7ons  3:45  –  5:30pm    COOCFO  Perspec7ve:  The  Three  Metrics  That  MaWer  3:45  –  5:30pm          CFOCEOFloor  1   Mezzanine   Floor  2  All  Perspec4ves:  Cocktails  &  Apps  Floor  1  #StoS13  
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