Mary Ransom
SVP, Consumer Products
Mark Gervase
Sr. Product Marketing Manager
Accelerating Growth
For High Performance Com...
FROM INCUBATION TO REALITY
Business Model Innovation Within An Enterprise
Mary Ransom
SVP, Consumer Products
The Nine Keys to Subscription Success
$
PRICE	
   ACQUIRE	
   BILL	
   COLLECT	
  
NURTURE	
   ACCOUNT	
   MEASURE	
   ITE...
Agenda	
  
1.  Borderfree	
  Introduc>on	
  
2.  Building	
  &	
  Launching	
  BoxHop	
  
3.  What	
  Comes	
  Next	
  
4....
Introduc>on	
  to	
  Borderfree	
  
W h o 	
   w e 	
   a r e 	
   & 	
   W h a t 	
   w e 	
   d o 	
  
•  Privately	
  h...
Introduc>on	
  to	
  Borderfree	
  
O u r 	
   C u s t o m e r s : 	
   R e t a i l e r s 	
   & 	
   S h o p p e r s 	
  
Evolving	
  from	
  B2B	
  to	
  B2C	
  
T h e 	
   B u s i n e s s 	
   C a s e 	
   f o r 	
   B o x H o p 	
  
•  Shipp...
The	
  9	
  Subscrip>on	
  Essen>als	
  
H o w T h e y S h a p e d B o x H o p
$
PRICE	
   ACQUIRE	
   BILL	
   COLLECT	
 ...
Pricing	
  &	
  Packages	
  
N e w 	
   S e r v i c e s 	
   & 	
   R e v e n u e 	
   S t r e a m s 	
  
1
REVENUE	
  &	
...
Customer	
  Acquisi>on	
  
P a r t n e r s h i p s 	
   & 	
   P r o m o s 	
  
2
Partnerships	
  drive	
  value	
  for	
 ...
Recurring	
  Billing	
  
S t o r i n g 	
   & 	
   A c c e s s i n g 	
   C o n s u m e r 	
   P r o fi l e s 	
  
•  Borde...
Preven>ng	
  Failed	
  Payments	
  
•  Account	
  creaOon	
  requires	
  a	
  valid	
  CC	
  
•  Email	
  30	
  days	
  be...
Rela>onship	
  Management	
  
V i s i b i l i t y 	
   & 	
   S e l f -­‐ S e r v i c e 	
  
5
•  Zuora	
  +	
  Salesforce...
Finance	
  &	
  Accoun>ng	
  
K e e p i n g 	
   t h e 	
   B e a n -­‐ C o u n t e r s 	
   C a l m 	
  
PROJECT	
  REQUI...
Measure	
  &	
  Analyze	
  
C o n s u m e r s , 	
   O p e r a O o n s , 	
   T r e n d s … 	
  
Subscribers	
  
	
  
	
  ...
Systems	
  &	
  Scale	
  
S o l u O o n 	
   A p p r o a c h 	
   – 	
   K e y 	
   D r i v e r s 	
  
8
•  Speed	
  to	
 ...
•  Core	
  plaKorm	
  and	
  data	
  repository	
  for	
  customer	
  and	
  
parcel	
  management,	
  order	
  workflow	
 ...
Customer	
  
Registers	
  &	
  
Orders	
  Goods	
  
Parcels	
  
Received	
  &	
  
Stored	
  
Customer	
  
Configures	
  
Or...
Future	
  Enhancements	
  
W h a t 	
   C o m e s 	
   N e x t 	
  
CUSTOMER	
  EXPERIENCE	
  
•  Loyalty	
  program	
  
•...
Q&A	
  
Thank	
  You!	
  
Accelerating Growth
For High Performance Companies
Mark Gervase
Sr. Product Marketing Manager
mgervase@intacct.com
@markge...
The Nine Keys to Subscription Success
$
PRICE	
   ACQUIRE	
   BILL	
   COLLECT	
  
NURTURE	
   ACCOUNT	
   MEASURE	
   ITE...
Growth Companies Rely on Intacct
6,000+	
  Companies	
  	
  
Real	
  
Value	
  
35,000+	
  
Business	
  
EnOOes	
  
95%	
 ...
Subscrip>on	
  Businesses	
  Run	
  on	
  Intacct	
  
Intacct	
  is	
  the	
  Choice	
  of	
  AccounOng	
  Experts	
  Worl...
Built	
  for	
  Success	
  
Why	
  Zuora	
  customers	
  choose	
  Intacct	
  
	
  
£  Upgrade	
  to	
  a	
  robust	
  so...
Partnering	
  for	
  Success	
  
120+	
  Partners	
   75%	
  of	
  our	
  customers	
  integrate	
  with	
  2+	
  partners...
Why	
  Financial	
  Managers	
  Love	
  Intacct	
  
£  Track	
  true	
  financials	
  and	
  operaOons	
  
£  Visibility	...
Lots	
  to	
  Do,	
  But	
  Many	
  Challenges	
  
Resource	
  	
  
LimitaOons	
  
Manual	
  	
  
Processes	
  
Data	
  St...
Beqer	
  Every	
  Day	
  
$150,000+	
  
Typical	
  annual	
  benefit	
  
<6	
  months	
  
Payback	
  Ome	
  
250	
  %	
  
R...
Why	
  Financial	
  Managers	
  Love	
  Intacct	
  
Once	
  you’ve	
  mastered	
  	
  
day	
  to	
  day	
  complexity	
  …...
What	
  Our	
  Customers	
  
	
  Want	
  to	
  Know	
  
What	
  products	
  are	
  driving	
  most	
  profit	
  for	
  
our...
Managing	
  What’s	
  Important	
  	
  
to	
  Your	
  Organiza>on	
  
Snapshot	
  of	
  Key	
  Financial	
  and	
  OperaOo...
Only	
  Intacct	
  Offers	
  MulO-­‐Dimensional,	
  Data-­‐Rich	
  Insights	
  
Understand	
  Across	
  Infinite	
  Dimensio...
Flexibility	
  to	
  Grow	
  with	
  You	
  
START-­‐UP/	
  	
  
OWNER	
  
	
  OPERATOR	
  
FORTUNE	
  	
  
5,000	
  
£  ...
Zuora	
  +	
  Intacct	
  
Partnering	
  to	
  enable	
  your	
  success	
  
Making	
  Your	
  Business	
  More	
  Efficient	...
Q&A	
  
Thank	
  You!	
  
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From Incubation to Reality: Business Model Innovation Within the Enterprise (Subscribed13)

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Borderfree - Mary Ransom, SVP, Consumer Products & Insights,
Intacct - Mark Gervase, Sr. Marketing Manager

Learn how Borderfree built and launched its first B2C business model in just 7 months. By leveraging the power of existing assets like salesforce.com and Intacct, and making strategic decisions about which new technologies to build versus buy, Borderfree added a new subscription service to its portfolio while staying within pre-established organizational boundaries.

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From Incubation to Reality: Business Model Innovation Within the Enterprise (Subscribed13)

  1. 1. Mary Ransom SVP, Consumer Products Mark Gervase Sr. Product Marketing Manager Accelerating Growth For High Performance Companies FROM INCUBATION TO REALITY Business Model Innovation Within An Enterprise
  2. 2. FROM INCUBATION TO REALITY Business Model Innovation Within An Enterprise Mary Ransom SVP, Consumer Products
  3. 3. The Nine Keys to Subscription Success $ PRICE   ACQUIRE   BILL   COLLECT   NURTURE   ACCOUNT   MEASURE   ITERATE   SCALE  
  4. 4. Agenda   1.  Borderfree  Introduc>on   2.  Building  &  Launching  BoxHop   3.  What  Comes  Next   4.  QA  
  5. 5. Introduc>on  to  Borderfree   W h o   w e   a r e   &   W h a t   w e   d o   •  Privately  held;  190  employees  in  NYC  (HQ),  Tel  Aviv  (R&D),  Toronto,  Shanghai   •  Our  soIware  and  services  plaKorm  extends  retailers’  online  capabiliOes  globally   •  Sell  to100+  countries  and  transact  in  60+  currencies   •  InternaOonal  Checkout   •  Fraud/Risk  Management   •  Customer  Care  Support   Commerce   •  Carrier  Management   •  Export  Compliance     •  Omni-­‐channel  Support   LogisOcs   •  MarkeOng  Strategies   •  Partnership  Sourcing   •  Global  Marketplaces   MarkeOng   •  Consumer  Insights   •  Merchandising  Strategies   •  Global  Shopping  Trends   Insights  
  6. 6. Introduc>on  to  Borderfree   O u r   C u s t o m e r s :   R e t a i l e r s   &   S h o p p e r s  
  7. 7. Evolving  from  B2B  to  B2C   T h e   B u s i n e s s   C a s e   f o r   B o x H o p   •  Shipping  Costs  too  Much!   •  Want  to  order  from  U.S.  sites   •  Want  to  place  orders  from  non-­‐ Borderfree  merchants   Provide  internaOonal  consumers  with  a   US  shipping  address  to  buy  directly  from   US  retailers   CUSTOMER  FEEDBACK   BUSINESS  IMPLICATION   •  Need  to  lower  our  cost  basis   •  Need  a  new  B2C  revenue  model   •  Need  a  new  plaKorm  to  support  new   business  &  expand  TAM   RESULT:  BOXHOP  IS  BORN  
  8. 8. The  9  Subscrip>on  Essen>als   H o w T h e y S h a p e d B o x H o p $ PRICE   ACQUIRE   BILL   COLLECT   NURTURE   ACCOUNT   MEASURE   ITERATE   SCALE  
  9. 9. Pricing  &  Packages   N e w   S e r v i c e s   &   R e v e n u e   S t r e a m s   1 REVENUE  &  RISK  DIVERSIFICATION   •  Borderfree  Profit  Streams:   •  Merchant  Service  Fees   •  Consumer  FX  Fees   •  BoxHop  Profit  Streams:   •  Subscrip>on  Fees   •  Shipping  Fees   •  Usage  based  
  10. 10. Customer  Acquisi>on   P a r t n e r s h i p s   &   P r o m o s   2 Partnerships  drive  value  for  all:   •  Merchant:  sales  &  loyalty   •  Consumer:  valuable  discount   •  BoxHop:  ‘FREE’  subscribers!   •  Borderfree:  Consumer  Profiles  
  11. 11. Recurring  Billing   S t o r i n g   &   A c c e s s i n g   C o n s u m e r   P r o fi l e s   •  Borderfree  Consumer   Profiles     •  BoxHop  as  a  Shipping   OpOon   3   •  100%  TransacOonal   •  No  SubscripOon  Fees   •  No  Consumer  or  Payment  Profiles       •  SubscripOon  &  TransacOonal   •  Upgrades,  add-­‐ons,  renewals   •  All  Users  have  Payment  Profiles   Future = Hybrid
  12. 12. Preven>ng  Failed  Payments   •  Account  creaOon  requires  a  valid  CC   •  Email  30  days  before  card  expires   •  Payments  updated  in  customer  portal   Managing  Failed  Payments   •  AutomaOc  retry  logic  configured   •  Email(s)  triggered  to  consumers   •  Parcels  held  pending  payment   •  Late  penalty  fees  assessed   Consumer  Collec>ons   T h e   ‘ C a s h ’   i n   C a s h   F l o w   4
  13. 13. Rela>onship  Management   V i s i b i l i t y   &   S e l f -­‐ S e r v i c e   5 •  Zuora  +  Salesforce  =  full  customer   account  visibility  and  easy   administraOon  for  customer  care     •  Customer  portal  allows  easy  profile,   payment  &  subscripOon  updates   •  Payment  details  hosted  by  Zuora   •  FAQs  &  web-­‐to-­‐case  support   powered  by  Force.com   •  OperaOonal  issues  trigger  case  creaOon   &  email  communicaOons  
  14. 14. Finance  &  Accoun>ng   K e e p i n g   t h e   B e a n -­‐ C o u n t e r s   C a l m   PROJECT  REQUIREMENTS:   •  Manage  Revenue  RecogniOon   •  Refunds  Administered  in  Salesforce   •  Easy  CyberSource  IntegraOon   •  Connects  to  our  Intacct  GL   •  Financial  Controls  SaOsfy  Auditors   •  PCI  Level  1  Compliance   •  MulO-­‐Currency  Pricing  (P2)   •  Supports  MulOple  Gateways  (P2)   6 BUSINESS  GOAL:   SaOsfy  Finance  without  hindering   innovaOon,  ceding  control  or   delaying  launch  
  15. 15. Measure  &  Analyze   C o n s u m e r s ,   O p e r a O o n s ,   T r e n d s …   Subscribers           •  GROWTH   •  USAGE   •  SPEND   •  CHURN   •  RENEWAL   Opera>ons           •  BILLINGS   •  COLLECTIONS   •  PRODUCTIVITY   •  ERROR  RATES   •  OPEN  CASES   Basket  A^ributes           •  MERCHANTS   •  PRODUCTS     •  BRANDS   •  DIMENSIONS   •  WEIGHT   7
  16. 16. Systems  &  Scale   S o l u O o n   A p p r o a c h   –   K e y   D r i v e r s   8 •  Speed  to  Market  –  launch  and  stabilize  before  holiday  season   •  Outsource  Ini>al  Build  –  partnered  with  Slalom  ConsulOng  to  architect  &   build  the  MMP   •  Enterprise-­‐level  Compliance  –  PCI,  accounOng/audit,  customer  screening,   import/export  restricOons     •  Nimble  but  Scalable  &  Configurable  Plaaorm   •  Low  Organiza>onal  Burden  –  ability  to  migrate  and  manage  the  plaKorm   in-­‐house  with  limited  dedicated  labor  post-­‐launch  
  17. 17. •  Core  plaKorm  and  data  repository  for  customer  and   parcel  management,  order  workflow  &  customer  care   •  Hosted  checkout;  subscripOon  billing  &  collecOons;  A/R   sub  ledger   •  Development  plaKorm  supporOng  the  Customer  portal   •  Duty  and  tax  calculaOon;  import/export  restricOons   management;  shipping  carrier  rates  and  rules   Systems  &  Scale  (cont’d)   P r i m a r y   S o l u O o n   C o m p o n e n t s   8
  18. 18. Customer   Registers  &   Orders  Goods   Parcels   Received  &   Stored   Customer   Configures   Order   Order   Processed  &   Shipped   Systems  &  Scale  (cont’d)   B u s i n e s s   P r o c e s s   F l o w   8 Business   Flows  
  19. 19. Future  Enhancements   W h a t   C o m e s   N e x t   CUSTOMER  EXPERIENCE   •  Loyalty  program   •  Translated  interfaces   •  Mobile  checkout  &  tracking   •  DDP  shipping  opOon   •  InternaOonal  returns  support   MARKETING  &  GROWTH   •  Consolidated  merchant   reporOng   •  IntegraOon  into  the   Borderfree  checkout   •  AddiOonal  payment  gateways   •  FX  support   9
  20. 20. Q&A   Thank  You!  
  21. 21. Accelerating Growth For High Performance Companies Mark Gervase Sr. Product Marketing Manager mgervase@intacct.com @markgervase
  22. 22. The Nine Keys to Subscription Success $ PRICE   ACQUIRE   BILL   COLLECT   NURTURE   ACCOUNT   MEASURE   ITERATE   SCALE  
  23. 23. Growth Companies Rely on Intacct 6,000+  Companies     Real   Value   35,000+   Business   EnOOes   95%   Customer   SaOsfacOon   Services   Consumer   Hospitality  Non-­‐Profit   FOUNDATION Other   Healthcare  SoIware  
  24. 24. Subscrip>on  Businesses  Run  on  Intacct   Intacct  is  the  Choice  of  AccounOng  Experts  Worldwide  
  25. 25. Built  for  Success   Why  Zuora  customers  choose  Intacct     £  Upgrade  to  a  robust  soluOon  when  you  outgrow   QuickBooks  or  a  legacy  system   £  Manage  complex  revenue  recogniOon  for  mulO-­‐ element  arrangements   £  Deliver  real-­‐Ome  visibility  into  financial  and   business  metrics  that  drive  performance   Why  Intacct  customers  choose  Zuora     £  Introduce  creaOve  new  subscripOon  pricing   models  to  exisOng  subscripOon  revenue  stream   £  Rapidly  launch  a  new  subscripOon-­‐based  product   line  or  business  unit   £  Streamline  management  of  subscripOons  that   undergo  frequent  changes   Proven  Track  Record  of  Delivering  Results  
  26. 26. Partnering  for  Success   120+  Partners   75%  of  our  customers  integrate  with  2+  partners  
  27. 27. Why  Financial  Managers  Love  Intacct   £  Track  true  financials  and  operaOons   £  Visibility  for  planning  /  strategy   £  Flexibility  as  needs  change   Drive  Performance   and  Growth   Managing  for  Long  Term   £  Process  automaOon   £  Oversight  and  controls   £  Accuracy  and  compliance   Make  My  Business   More  Efficient   Be^er  Every  Day   With  Intacct,  You  Can  Do  Both  
  28. 28. Lots  to  Do,  But  Many  Challenges   Resource     LimitaOons   Manual     Processes   Data  Stored  in     MulOple  Places   Dependence  on  Spreadsheets   New  Standards    and  Rules   Oversight/   Controls   Core  Processes   £  Order  to  Cash   £  Procure  to  Pay   £  T&E  Management   £  Period  Close   £  ConsolidaOons   £  ReporOng  &  Analysis  
  29. 29. Beqer  Every  Day   $150,000+   Typical  annual  benefit   <6  months   Payback  Ome   250  %   ROI   Making  Your  Business  More  Efficient   Automate   £  All  financial  processes   £  With  seamless  integraOon  across  business  systems   Manage   £  Adapt  to  the  way  your  business  changes   £  OpOmize  financial  resources   Deliver   £  Audit  quality  processes  and  financial  reporOng   £  Accurate  and  Omely  financial  and  business   intelligence  
  30. 30. Why  Financial  Managers  Love  Intacct   Once  you’ve  mastered     day  to  day  complexity  …   Make  My  Business     More  Efficient   …  You  can  think     long-­‐term   Drive  Performance    and  Growth  
  31. 31. What  Our  Customers    Want  to  Know   What  products  are  driving  most  profit  for   our  company?   What  channels  and  segments  are  high   performing?   Will  our  cost  structure  support     our  growth?   How  can  we  manage  purchasing  spend   to  boost  profitability?   Key  Performance  Metrics   Purchasing  Spend   Sales  Profitability   DSO   Cash  Flow  Analysis   Answering  Bigger  Ques>ons  
  32. 32. Managing  What’s  Important     to  Your  Organiza>on   Snapshot  of  Key  Financial  and  OperaOonal  Data  is  the  First  Step   Key  Metrics   Cash   Flow   Revenue   Analysis   DSO  
  33. 33. Only  Intacct  Offers  MulO-­‐Dimensional,  Data-­‐Rich  Insights   Understand  Across  Infinite  Dimensions   “ ” −    Cheri  Zandlo,  CFO,  Tango2     Intacct  makes  it  much   easier  to  track  every  piece   of  informa4on  crucial  to   our  business,  le8ng  us  to   get  the  daily  opera4onal   data  we  need  to  properly   manage  and  grow  the   business.   We  Uncover  True  Drivers  of  Your  Business  to  Fuel  Growth   By  Sales  Rep  and   Territory   By  Item  and   Customer   By  Territory  and   Customer  Type  
  34. 34. Flexibility  to  Grow  with  You   START-­‐UP/     OWNER    OPERATOR   FORTUNE     5,000   £  Mid-­‐market  focus   £  Best-­‐in-­‐class  financials   £  Scalable,  flexible  architecture   £  ConOnual  innovaOon   Intacct  Partnership  –   Taking  You  All  the  Way   Changing   Needs  of   Growing   Companies   True  Integrated   AccounOng   System   AcquisiOons/   Partnerships   MulO-­‐Company   ConsolidaOons   InternaOonal/ MulO-­‐Currency   Public   Company  
  35. 35. Zuora  +  Intacct   Partnering  to  enable  your  success   Making  Your  Business  More  Efficient   Let  Us  Show  You  More   Driving  Performance  and  Growth  
  36. 36. Q&A   Thank  You!  
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