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Delivering Tomorrow’s C-Suite Backbone (Subscribed13)

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Xplornet - Michelle Bourgoin, Director, Business Systems
Zendesk - Mindy Lieberman, VP, Information Technology

Learn about the Five Essentials for IT, when considering and deploying a subscription management platform. Hear from two senior IT leaders who have enabled their businesses to drive growth and thrive in the Subscription Economy.

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Delivering Tomorrow’s C-Suite Backbone (Subscribed13)

  1. 1. Mindy Lieberman VP, IT Delivering Tomorrow’s C-Suite Backbone The 5 Essentials for IT in the Subscription Economy
  2. 2. The Nine Keys to Subscription Success $ PRICE   ACQUIRE   BILL   COLLECT   NURTURE   ACCOUNT   MEASURE   ITERATE   SCALE  
  3. 3. Company  Highlights   CUSTOMERS   30K+   INVESTORS   400+   EMPLOYEES   FOUNDED   2007   ORIGIN   Denmark   HQ   San  Francisco   SAN  FRANCISCO   LONDON   COPENHAGEN   MELBOURNE   DUBLIN   TOKYO   MADISON   MANILA   OFFICES   BERLIN   TOKYO  
  4. 4. The  5  Essen@als  for  IT  in  the   Subscrip@on  Economy    EssenIal  #1:   Double  Down  on  the  Cloud  
  5. 5. EssenIal  #2:   Q:  Who  is  now  in  IT?  A:  EVERYBODY.   The  5  Essen@als  for  IT  in  the   Subscrip@on  Economy    
  6. 6. EssenIal  #3:   Be  the  best  at  IntegraIon   The  5  Essen@als  for  IT  in  the   Subscrip@on  Economy    
  7. 7. EssenIal  #4:   PorXolio  Management  is  sIll  criIcal   Transform   Grow   Run   The  5  Essen@als  for  IT  in  the   Subscrip@on  Economy    
  8. 8. EssenIal  #5:   Meet  the  New  Dream  Team   The  5  Essen@als  for  IT  in  the   Subscrip@on  Economy    
  9. 9. PuFng  it  all  Together:  the  C-­‐Suite   Backbone   User   Product   Database   Sales  &  MarkeIng   Billing/Finance   Support/BI  
  10. 10. Q&A   Thank  You!  
  11. 11. Michelle Bourgoin Director, Business Systems Delivering Tomorrow’s C-Suite Backbone The 5 Essentials for IT in the Subscription Economy
  12. 12. The Nine Keys to Subscription Success $ PRICE   ACQUIRE   BILL   COLLECT   NURTURE   ACCOUNT   MEASURE   ITERATE   SCALE  
  13. 13. Who is Xplornet? 14   Satellite customers Fixed wireless customers Xplornet HQ – Woodstock, NB Xplornet is a national Internet Access provider with 100% coverage of Canada’s rural population •  Fixed wireless networks in 6 Provinces (NB, QC, ON, MB, AB & BC) •  Satellite network covers all provinces and territories
  14. 14. Xplornet •  Canadian  Company  Focused  on  Providing  Broadband   SoluIons  to  Rural  Customers   •  Hybrid  Model  using  Fixed  Wireless  and  Satellite   Delivery  PlaXorms,  with  both  4G  and  3G  Technologies   •  Leverage  an  Established  NaIonwide  Retail  DistribuIon   Network   •  RelaIonships  with  Municipal,  Provincial  and  Federal   Governments   OUR  MISSION:       To  passionately  provide  innovaIve  Broadband  soluIons  to     rural  customers  at  work,  home  and  play.  
  15. 15. Who is Xplornet? Over  200,000   Customers     Over  1,000  Fixed   Wireless  Towers                           (4G  and  3G)     4  Satellites  (4G  and   3G)   More  than  900   CerIfied   Professional   Installers   More  than  500   Dealers   500+  Employees   350+  Customer   Care  Centre  Staff   2  Bilingual  Call   Centres  in  AtlanIc   Canada     2  Corporate  Offices   in  Toronto,  ON  and   Woodstock,  NB  
  16. 16. Billing  &   Payments    Partner   Portal    Customer   Portal   Email   Automa@on   Collec@ons   Network   Management     Systems     FWA   FWE   FWC   HTV   HTJ   KAT   KAH   Installer  Portal   Financial   Management   System  
  17. 17. Collect   Lead   Sale   InstallaIon   Suspend   Cancel   Billing  &   Payments   The Xplornet Customer Lifecycle & Zuora 9 Keys for Subscription Success Support   -­‐ Upgrade  /   Downgrade   -­‐ Conversion   -­‐ Service   -­‐ Account   Management   -­‐ Work  Orders  
  18. 18. Bill  &  Collect  Nurture  Price  and  Acquire   Collect   Lead   Sale   InstallaIon   Suspend   Cancel   Billing  &   Payments   Account,  Measure,  Iterate  and  Scale   The Xplornet Customer Lifecycle & Zuora 9 Keys for Subscription Success Support   -­‐ Upgrade  /   Downgrade   -­‐ Conversion   -­‐ Service   -­‐ Account   Management   -­‐ Work  Orders  
  19. 19. Xplornet’s Top 4 Keys to Success Xplornet  acquires  customers   across  mul1ple  and  diverse   channels,  including  our  own   Inside  Sales  Group.    A  complex   acquisi1on  strategy  including   numerous    service  delivery   pla?orms,  pricing  and   promo1ons  that  differ  by   region  and  programs  based   on  rela1onships  with   government  en11es  at  the   federal,  provincial  and   municipal  levels.   Acquire One  of  the  core  values  of   Xplornet  is  a  customer  focus.     For  us,  this  means  7x24x365   availability,  the  ability  to   resolve  as  many  customer   calls  as  possible  on  the  first   call.       Nurture Xplornet  is  in  a  high  growth   stage  will  con1nue  to   aggressively  expand  our   customer  base.      A  flexible,   agile  and  constantly   improving  and  performing   environment  is  the  backbone   for  suppor1ng  that  growth.       -­‐  Customers  on  Bill  Cycles   -­‐  Calls  in  Call  Centre   -­‐  Leads,  Sales  and  Orders  Daily   Installa1ons,  Up  Downgrades,   and  Conversions   Scale Our  new  environment  allows   us  to  understand  and  improve   opera1ons  using  informa1on   in  near  real-­‐1me  every  day.     Our  C-­‐Level  execu1ves  have   access  to  reports  and   dashboards  that  allow  them   to  monitor  the  health  of  the   company  over  the  en1re   lifecycle.     Measure
  20. 20. Wrap Up Xplornet  Customer   Lifecycle  and   “processes”  align  to   Zuora  9  essenIals.   Scale  and  agility  and   real-­‐Ime  integraIon   between  SFDC  and   Zuora  are  key  to  all   the  9  essenIals  and   specifically  acquiring,   nurturing  measuring   and  scaling.   Dashboards  are   customized  for  each   C-­‐Level’s   requirements  and   from  their  vantage   point.   Dashboard  views  are   customized  for  each   stage  of  the  order  to   cash  life-­‐cycle  –   similar  to  the  Zuora  9   EssenIals   “Process,  scalability,  agility,  flexibility,  visibility  and  efficiency  are  part  of  our  journey  -­‐  not   a  one-­‐1me  des1na1on  and  they  are  ‘enablers’  to  our  ongoing  order  to  cash  success  of   which  a  scalable  cloud  solu1on  has  provided  the  backbone”.          Cathy  MacDonald,  Execu1ve  VP  –  Informa1on  Systems  and  Billing    

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