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Monetizing the Internet of Things: Creating a Connected Customer Experience

Customers today have new expectations. And never before has the customer experience been so critical than in the world IoT. Learn monetization strategies as well as the infrastructure require for delivering memorable customer experiences.

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Monetizing The Internet of Things:
Creating a Connected Customer Experience
Rich Becker, Industry Solutions
Today’s Presenters
Rich Becker
IoT Solutions and Strategy Leader
Chris Kuntz
VP, EcoSystem Programs
ThingWorx	
  is	
  the	
  1st	
  Applica4on	
  Pla6orm	
  for	
  the	
  Connected	
  World™	
  –	
  one	
  
that	
  combines	
  the	
  key	
  func4onality	
  of	
  Web	
  2.0,	
  social	
  media	
  and	
  Connected	
  
Intelligence™,	
  and	
  applies	
  it	
  to	
  any	
  process	
  that	
  involve	
  things.	
  	
  
3	
  
Rela4onship	
  Business	
  Management	
  
Agenda
1.  Introductions
2.  The “Shift” to Subscriptions
3.  IoT – Market Trends & Impact on Product Companies
4.  IoT – Harnessing the Shift
5.  Subscriptions & Connected Products Monetization Strategies
6.  Q&A
We build modern, flexible and easy to use
enterprise software (RBM) that enables
companies to manage all aspects of their
relationship with their subscribers
5	
  
Rela4onship	
  Business	
  Management	
  
6.8 Billionpotential subscribers on
mobile, social and web.
71%of consumer spend will be
on access, not ownership.
By 2018,
- 2014 McKinsey Global Media Report
The world has shifted to the Subscription
Economy

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Subscribed 2019 - Optimizing Recurring Collections at Scale
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Subscribed 2019 - Collection Strategies: Recovering Critical Revenue to Drive...
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Subscribed 2019 - Why Digital Transformation Should Drive Business Model Tran...
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Subscribed 2019 - Business Transformation: Architecting the Launch for Success
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Subscribed 2019 - Deliver Growth Without Breaking Your Back Office
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Subscribed 2019 - Customer First Approach to Pricing
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Subscribed 2019 - Empower Sales Operations
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Subscribed 2019 - Best Practices for Realizing Optimal Value from Zuora
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Subscribed 2019 - Omni-Channel Customer Acquisition and Retention
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Subscribed 2019 - Quote Smarter, Faster and Get Products to Market Quicker wi...
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Subscribed 2019 - Empower Sales Operations with Zuora CPQ
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Subscribed 2019 - Implementing a Consumption-Based Pricing Strategy
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Subscribed 2019 - Proration: Why Getting it Right Matters
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Subscribed 2019 - Beyond reporting analytics for growth
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Monetizing the Internet of Things: Creating a Connected Customer Experience

  • 1. Monetizing The Internet of Things: Creating a Connected Customer Experience Rich Becker, Industry Solutions
  • 2. Today’s Presenters Rich Becker IoT Solutions and Strategy Leader Chris Kuntz VP, EcoSystem Programs
  • 3. ThingWorx  is  the  1st  Applica4on  Pla6orm  for  the  Connected  World™  –  one   that  combines  the  key  func4onality  of  Web  2.0,  social  media  and  Connected   Intelligence™,  and  applies  it  to  any  process  that  involve  things.     3   Rela4onship  Business  Management  
  • 4. Agenda 1.  Introductions 2.  The “Shift” to Subscriptions 3.  IoT – Market Trends & Impact on Product Companies 4.  IoT – Harnessing the Shift 5.  Subscriptions & Connected Products Monetization Strategies 6.  Q&A
  • 5. We build modern, flexible and easy to use enterprise software (RBM) that enables companies to manage all aspects of their relationship with their subscribers 5   Rela4onship  Business  Management  
  • 6. 6.8 Billionpotential subscribers on mobile, social and web. 71%of consumer spend will be on access, not ownership. By 2018, - 2014 McKinsey Global Media Report The world has shifted to the Subscription Economy
  • 7. Customers today have new expectations Personal Real-Time Immediate fulfillment On Going Value Memorable Services
  • 9. Winners are delivering the Subscription Experience Personal Real-Time Immediate fulfillment On Going Value Memorable Services
  • 10. Relationships start with with the “Subscriber Identity” Name Email Twitter TRADITIONAL RECORD SUBSCRIBER IDENTITY RECORD Phone Company Facebook Purchases Products Local Pricing Promotions Adjustments *Usage metrics (outcome based billing) *Add-Ons, Associated Products or Provisioned Assets *Service Requests, Inquiries, Exchanges *Service Programs *Consumables, Training, & Programs Payment history Refund history Lifetime Value Renewal Value Aging balance
  • 11. The Subscription Experience Requires Relationship Business Management Commerce Billing Finance RBM
  • 12. Transformational across a business 5 Clicks 4 Hours 3 Days < 180 Days Change Pricing Send 3M Bills Shorten Close Launch New Product Pricing flexibility Operational Scale Revenue Automation Technical Agility CMO COO CFO CIO
  • 13. Payment Gateways Taxation Mediation Provisioning Relationship Business Management (RBM) Ecosystem BILLING FINANCE Recurring & Usage Rating Taxation Intuitive, Accurate Invoices Global Payment Collections Revenue Recognition Accounting Close GL Integration Reporting COMMERCE Product Catalog Quotes and Guided Selling Commerce APIs and Checkout Pages Subscriber Lifecycle Management
  • 15. consumer goods communication healthcare transportation technology public safety wearables entertainment IoT is transforming every industry
  • 16. New Capabilities of Smart, Connected Product New Capabilities of Smart, Connected Products
  • 19. Improve Customer Experience Leverage data from connected products for improved service, support and usability Optimize Business Processes Combine real- time data with existing systems to increase efficiency Differentiate Offering Increase pace of product and service innovation New Revenue Streams Unlock new business models and realize new value-add opportunities $ Value is Created with New Capabilities
  • 20. © 2014 ThingWorx Communications Elements Internet Mobile Networks Device Clouds Wireless Provisioning The Network Connect Application Enablement BUSINESS LOGIC 3D STORAGE ENGINE REST APIs SERVICE INTEGRATION COMMUNICATIONS MASHUP BUILDER SQUEAL 3RD PARTY TOOLS Sensors, Devices & Smart Products Enable Apply Applications Cloud  Services   Business  Systems   Value IoT Solution Framework
  • 21. © 2014 ThingWorx Communications Elements Internet Mobile Networks Device Clouds Wireless Provisioning The Network Connect Application Enablement Subscriptions Selling a Service Usage-based Billing Service Contracts Cloud  Services   Business  Systems   BUSINESS LOGIC 3D STORAGE ENGINE REST APIs SERVICE INTEGRATION COMMUNICATIONS MASHUP BUILDER SQUEAL 3RD PARTY TOOLS Sensors, Devices & Smart Products Enable Apply Monetize Zuora: Subscription Billing Platform
  • 22. IoT App Store •  Accelerates platform adoption through global sharing of IP •  Improve IoT solution time- to-market through application “assembly” •  Creating additional revenue streams for Apps, Extensions, etc.
  • 23. NEW CAPABILITIES OF SMART CONNECTED PRODUCTS The way products create value is changing VALUE REDEFINED Improved customer experience and differentiated offerings IoT SOLUTION FRAMEWORK CAPTURES VALUE Technology platform purpose-built for IoT with App Dev and Marketplace tools to drive value Creating Value from the Internet of Things
  • 25. Joy Mining is a worldwide leader in high- productivity mining solutions that manufactures and markets original equipment and aftermarket parts and services for the mining industries. Deployment results: •  Anticipate equipment failures & efficiently respond to problems reducing equipment downtime •  Optimize mining processes with new analytics to reduce the cost of resources & increase production •  Manage the overall mining operation on behalf of the mine owner. Transition from pay per product to pay per tonnage of earth mined “The future gains in productivity will come from system improvements, not just the product itself. This requires smart connected product systems that can monitor and optimize the full system performance.” – Ted Doheny CEO, Joy Global Innovation: Joy Global Transforms Business Model
  • 26. All Traffic Solutions is the leading manufacturer of signs used by police departments and local governments to help understand and manage traffic. Results: •  Delivered an innovative solution for law enforcement professionals called the TraffiCloud •  Faster time to market •  Rapid development of mobile UI •  Advanced data mining that All Traffic can now offer its customers “ThingWorx’s rapid application development environment and scalable platform allows us to extend our solution and deliver new services to our customers in ways that were previously impossible.” – Scott Johnson CEO, All Traffic Solutions Innovation: All Traffic Captures New Revenue Streams
  • 30. The Internet of Things Connected Home Connected Consumer Devices Connected Car Enterprise / Industrial Devices •  Smart Energy, Utilities •  Security, Surveillance •  Automation & Control •  Appliances •  Routers, Gateways •  Telematics, Emergency •  Fleet Management •  Insurance, Tracking •  Infotainment Head unit •  Wearables •  Person, Pet Tracking •  Health, Medical •  eReaders, Frames •  Gaming consoles •  ATM, Vending •  POS, Digital Signage •  Enterprise Tracking •  Hand Held Terminal •  Retail Kiosks, PoS •  Intelligent Digital
  • 32. 32   The “Box” strategy Strategy 1: Small B ox •  Design product •  Sell product •  Market price Old World •  Design platform •  Consumer driven choice •  Revenue model New World Big Box •  Design equipment •  Sell, install, train, deploy •  T&M for service •  Bill for consumables •  Service Contracts Old World •  Design platform •  Outcome based billing •  Consumables, service & training based on outcome metrics & personalied programs New World Box
  • 33. What we learned from Life Technologies From equipment provider to genomics as a service provider Science is very close to a vaccine for malaria Subscriptions are a major win for scientists Favorite feature: Ability to have rate plans that include a bundled cost for hardware
  • 34. Old Way New Way •  Equipment Cost •  Services •  Training •  Upgrades, etc. Capital Equipment OEM Manufacturing Opportunity? •  Cost/test •  Improve Flexibility •  Optimize Supply Chain New Experience & Optimized Costs Real Revenue Impact!
  • 35. 35   The “App Store” strategy Strategy 2: Hardware + SW + Data = Customer Centric applications “Your” App Store Offerings & Provisioning SUBCRIBER IDENTITY RECORD Commerce Billing Finance App App Store •  Platform w/ OEM supported apps •  Little or no updates •  One time fee Old World •  Consumer driven platform / device •  OEM + 3rd party apps developed •  Flexible revenue models New World
  • 36. The “After Market” strategy Strategy 3: After Market After Market •  Extended warranty options = one price fits all •  Upgrades & continued relationship not supported Old World •  Sign up for initial service or outcome based on contract •  Aligned after market contract to customer specific options New World
  • 37. The “Data” strategy Strategy 4: Small Data •  No collected data •  Customer collects data if they want Old World •  Data from connected products •  Solution based programs for consumers New World Bi g Data •  Analytic tools for collection & reporting Old World •  Data from connected products •  Outcome based on applications created for New World Data
  • 38. Use smart connected products, cloud solution, and new partners to transform business. Sell & Support each customer as Individual Use IoT to enable new solutions for each customer Replicate processes across all business units Transform internal processes & selling channels DELIVER A NEW EXPERIENCE “Move 60% of current revenue to new “Digital Experience” “We are good at creating single invoices for $1Million, but to create a million individual invoices takes new thinking, new processes, and new systems.”
  • 39. 39   Rela4onship  Business  Management   Define the Future of IoT May 4-7, 2015 Boston, MA
  • 40. Q&A