Video & Presentation: http://corporate.servicesource.com/LP=276 Recurring revenue is estimated to be a $600 billion market, and it’s no surprise that when implemented correctly, recurring revenue streams can drive profitability and growth. But between the disparate data, timing pressures and competitive risk, successfully managing a renewals business can be tough. In this webinar, ServiceSource and IDC share their insights about what’s at stake and how to ensure a successful recurring revenue strategy. Speakers: Elaina Stergiades – Research Manager, Software Support Services Program, IDC Jim Dunham – SVP Product Management, ServiceSource

1. Empowering your renewal
sales teams
Presented by:
Elaina Stergiades, IDC
Jim Dunham, ServiceSource
March 18, 2014

2. Today’s Moderator
Christiana Rattazzi
Sr Manager, Product Marketing
ServiceSource

3. Today’s Presenters
Jim Dunham
SVP, Product Management
ServiceSource
Elaina Stergiades
Research Manager, Software Support
Services Program
IDC

4. Poll Question
A Making sense of the data to empower my teams to
act-on and close renewal business
B Working through the lack of reporting and performance
metrics for my teams
C Figuring out how to enhance my existing CRM/ERP
investment with renewal capabilities
D We’re launching a subscription or cloud offering and
are struggling with infrastructure
E Other
Which challenge do you face most often with your
recurring revenue business?

5. Recurring Revenue Management:
Opportunities and Challenges in 2014
Elaina Stergiades
Research Manager, Software Support Services Program
IDC

6. Industries in transition
The rise of the third platform
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7. IDC’s “four pillars” of industry
transformation
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Analytics
SocialCloud
Mobile

8. Moving to the third platform
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ICT
Innovation
1985-2005
ICT
Innovation
2005-
2020+

9. The rise of recurring revenue
 Enterprises are looking for new revenue streams
 Expanded delivery models can offer improved
customer experience
 Consumers and enterprises are demanding new
purchasing models across products and industries
 Pricing and packaging flexibility increasingly important
 Very attractive for investors and Wall Street
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10. A new road in the IT market
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11. Transitions in other industries
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12. Managing recurring revenue
Challenges and opportunities on the third platform
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13. Recurring revenue:
Opportunities  Challenges
 Stable and predictable
revenue stream
 Long-term customer
relationships
 Access to real-time customer
experience data
 Ongoing data collection and
analysis can help improve
customer experience
 Customer intimacy can enable
upsell/cross-sell
 Complexity of recurring
revenue model
 Improving and expanding
customer experience
 Volume of data and
transactions can increase
dramatically
 Integrating and analyzing
disparate datasets
 Hands-on customer
management critical
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14. Essential guidance
Best practices in managing recurring revenue
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15. What to look for in a recurring revenue
management platform
 Comprehensive revenue management solution
 Flexible, agile and scalable
 Integrated data management capabilities
 Advanced features for analytics and metrics
 High performance, reliability and disaster recovery
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16. Poll Question
A We have a custom or tailored system for renewals
B We pull data from CRM, ERP and other systems and
manage in Excel
C We’ve modified our CRM to manage renewals
D We auto-renew everything
E Other
How are you managing renewals today?

17. Empowering your renewal sales teams
to optimize recurring revenue
Jim Dunham
SVP, Product Management
ServiceSource

18. We are the market leader
Focused exclusively on recurring revenue for 14 years
Software Hardware Networking
Industrials, Healthcare
& Life Science
Subscription
Revenue
$14.5B
Recurring Revenue
under management
47 seconds
A renewal is closed
LOCATIONS WORLDWIDE:
200+
Engagements worldwide

19. Recurring revenue is fundamentally
different from new revenue
1
New revenue
• Data gathered along the way
• Minimal data needed to close
• Forward facing process
Recurring revenue
• Existing customer data
• High volume
• Data lives in disparate systems
• Perishable – expiration date
• More opportunities to optimize
and gain predictability

20. Renewal sales team challenges
It’s a volume
problem
It’s a timing
problem
It’s a data
problem
19

21. Capture more of your perishable revenue
ERP CRM
Recurring Revenue
Gap
20

22. Capture more of your perishable revenue
• Sales execution
• Actionable insight
• Renewal ready data
ERP CRM
21

23. Empowering renewal sales teams
Optimized sales execution
• Right sales play at the right time
• Immediate focus on the next best action
• Task prioritization for more selling & less
admin time
Dynamic sales management
• Instantly implement new strategies
• Prescriptively address high-value deals
• Metrics to identify renewal trends and
maintain satisfied customers
Combined revenue visibility
• Accurately understand customer installed base
• Coordinate upsell, cross-sell and renewals
• Single, consolidated interface through
Salesforce

24. Demo

25. Questions?

26. Poll Question
How well did the material presented in this webinar
meet your needs?
1 2 3 4 5
How would you rate the knowledge of the presenters?
1 2 3 4 5
How likely are you to attend another ServiceSource
sponsored webinar in the future?
1 2 3 4 5
Which material was of most value to you?
- Emerging Trends, presented by Elaina Stergiades
- Empowering Renewal Teams, presented by Jim Dunham

27. Thank you!