Subscriber Success
Self Service Convenience with Staff Empowerment
Jeremy Crawford
Chief Operations Officer
The Nine Keys to Subscription Success
$
PRICE	
   ACQUIRE	
   BILL	
   COLLECT	
  
NURTURE	
   ACCOUNT	
   MEASURE	
   ITE...
Corporate	
  Overview	
  
•  Mul$ple	
  Lis$ng	
  Service	
  providing	
  leading	
  services	
  
and	
  technology	
  to	...
Customer	
  Base	
  and	
  Revenue	
  Model	
  
16,000+	
  Subscribers	
  
• Web/Mobile	
  Enterprise	
  SaaS	
  	
  
PlaO...
Business	
  PracIces	
  
“Anyone,	
  Anywhere,	
  AnyIme”	
  
•  Type	
  &	
  Status	
  
•  Rela$onship	
  management	
  
...
Subscriber	
  Self	
  Service	
  
Self-­‐Service	
  Onboarding	
  
	
  
Fees	
  loaded	
  from	
  	
  
Zuora	
  Product	
 ...
Subscriber	
  Self	
  Service	
  
Bill	
  Payment	
  
Subscriber	
  Self	
  Service	
  
Changing	
  SubscripIon	
  Term	
  at	
  Renewal	
  
Subscriber	
  Self	
  Service	
  
Changing	
  Payment	
  Preferences	
  &	
  Auto	
  Pay	
  	
  
Empowering	
  Staff	
  
OriginaIng	
  Invoices	
  outside	
  of	
  Billing	
  OperaIons	
  
Empowering	
  Staff	
  
Custom	
  Invoicing	
  with	
  the	
  Zuora	
  Product	
  Catalog	
  
Empowering	
  Staff	
  
Invoicing	
  ConfirmaIon	
  and	
  Calls	
  to	
  AcIon	
  
Empowering	
  Staff	
  
	
  
Leveraging	
  Templates	
  for	
  
Internal	
  Efficiency	
  and	
  
Corporate	
  Policy	
  Cons...
Empowering	
  Staff	
  
360°	
  Billing	
  Access	
  Across	
  All	
  Departments	
  
Empowering	
  Staff	
  
Invoice	
  IntegraIon	
  into	
  Customer	
  Support	
  Cases	
  
On	
  the	
  Horizon	
  
•  Enhanced	
  Self	
  Service	
  Onboarding	
  Wizard	
  
•  Expanded	
  Integra$on	
  with	
  E...
Q&A	
  
Thank	
  You!	
  
Jeremy	
  Crawford	
  
Chief	
  Opera$ons	
  Officer	
  
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Charging Up Your Subscription Commerce With a 360 View (Subscribed13)

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Learn how to improve customer service and increase efficiencies across your organization by using Salesforce to provide a 360 degree of your customers. In addition, hear how you can collect revenues faster and improve customer retention by using a self-service module for onboarding, renewals, invoicing and payments, changing subscription terms, and setting up auto-pay.

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Charging Up Your Subscription Commerce With a 360 View (Subscribed13)

  1. 1. Subscriber Success Self Service Convenience with Staff Empowerment Jeremy Crawford Chief Operations Officer
  2. 2. The Nine Keys to Subscription Success $ PRICE   ACQUIRE   BILL   COLLECT   NURTURE   ACCOUNT   MEASURE   ITERATE   SCALE  
  3. 3. Corporate  Overview   •  Mul$ple  Lis$ng  Service  providing  leading  services   and  technology  to  real  estate  professionals   •  Serving  16,000+  subscribers  transac$ng   $70,000,000,000  in  lis$ngs  annually  across  30,0002     miles   •  Policy,  Governance,  Coopera$on,  Compensa$on,   System  &  Data  Integra$on  State  and  Na$onwide    
  4. 4. Customer  Base  and  Revenue  Model   16,000+  Subscribers   • Web/Mobile  Enterprise  SaaS     PlaOorm  for  real  estate   professionals   •   List,  market,  sell,  and  appraise   real  estate  with  many  built  in   tools   • Offer  of  Compensa$on  and   Coopera$on  with  Data  Integrity,   Rules,  and  Compliance     Subscrip$ons     and  Cita$ons   Data  Licensing  Partners   • Data  Source  and  Warehouse  for   Market  Region   • Internet  &  mobile  providers   license  MLS  Data     • Provide  products  and  tools  for   agents  &  brokers   • Broker/Agent  websites   • Adver$sing  &  marke$ng   •   Video  and  virtual  tours   •   CMA   • Sta$s$cal  analysis   • Appraisal  toolkits   Data  Licensing   Fee  Schedule   Consumers   • www.mlslis$ngs.com   • Real-­‐$me    property  data   • Integrated  products  such  as   WalkScore®  and  BuildFax®   • MLSSource®  Mobile   • Na$onwide  MLS  Adver$sing   PlaOorm   • NBC®  Bay  Area  Home  Finder   • Bay  Area  News  Group   Online  Adver$sing  and   Consumer  Product  Sales  
  5. 5. Business  PracIces   “Anyone,  Anywhere,  AnyIme”   •  Type  &  Status   •  Rela$onship  management   •  Payment  history   Subscribers  &   Data  Licensing   Customers   •  Premium  products   •  Training     •  Partner  models     •  Compliance   Products  &   Services   •  Feedback   •  Escala$ons   •  Product   enhancements   Feedback  Loop   •  Broker  office   •  Lis$ng  agent   •  Selling  agent   •  Lis$ng  exposure   Subscriber   ProducIvity        360°   VIEW  
  6. 6. Subscriber  Self  Service   Self-­‐Service  Onboarding     Fees  loaded  from     Zuora  Product  Catalog  based   on  earlier  subscriber   applica$on  selec$ons     Payment  Term  selec$on  here   will  be  used  to  create     Zuora  subscrip$on  
  7. 7. Subscriber  Self  Service   Bill  Payment  
  8. 8. Subscriber  Self  Service   Changing  SubscripIon  Term  at  Renewal  
  9. 9. Subscriber  Self  Service   Changing  Payment  Preferences  &  Auto  Pay    
  10. 10. Empowering  Staff   OriginaIng  Invoices  outside  of  Billing  OperaIons  
  11. 11. Empowering  Staff   Custom  Invoicing  with  the  Zuora  Product  Catalog  
  12. 12. Empowering  Staff   Invoicing  ConfirmaIon  and  Calls  to  AcIon  
  13. 13. Empowering  Staff     Leveraging  Templates  for   Internal  Efficiency  and   Corporate  Policy  Consistency  
  14. 14. Empowering  Staff   360°  Billing  Access  Across  All  Departments  
  15. 15. Empowering  Staff   Invoice  IntegraIon  into  Customer  Support  Cases  
  16. 16. On  the  Horizon   •  Enhanced  Self  Service  Onboarding  Wizard   •  Expanded  Integra$on  with  External  Partners   •  Z-­‐Force®  Turbo  Sync  turns  Real-­‐Time   •  Z-­‐Finance®  &  Z-­‐Revenue®  
  17. 17. Q&A   Thank  You!   Jeremy  Crawford   Chief  Opera$ons  Officer  
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