Building a Forever Transaction with Every Customer—Using Subscriptions for Deeper Engagement, Loyalty and Lifetime Customer Value With the explosion of subscription-based businesses, business customers and consumers alike are becoming increasingly sophisticated. Expectations are high, and competition is fierce to win the engagement and loyalty. Download our on-demand webinar recording (https://bit.ly/2xmOhXa) hosted by Mize where Robbie Kellman Baxter, a leading subscription and membership business model expert, will share how your business can take advantage of this trend, building “Forever Transactions” with every subscriber. Webinar Topic: Building a Forever Transaction with Every Customer Presenters: Robbie Kellman Baxter, Founder of Peninsula Strategies, LLC and author Michael R. Blumberg, CMO, Mize Eric Marlan, Senior Product Manager, Mize. During this Webinar presented by leading Industry experts, you will learn about: Characteristics of a successful subscription model business Applications for durable goods, heavy equipment, and manufacturing business Practical guidance on how to start, scale, and sustain a subscription business Ways to transform a transaction business into a membership business, and even navigate a successful and profitable exit. Download our on-demand webinar recording (https://bit.ly/2xmOhXa)

1. HOSTED BY MIZE

2. Subscription Business Model Industry Trends
The Forever Transaction
Enabling Manufacturers to Maximize Customer Lifetime Value
Q & A
Agenda

3. • Subscription Business Models are nothing new.
• Durable Equipment Manufacturers are familiar with
✓ Service Contracts
✓ Leasing Programs
✓ Managed Services
The leader in
Connected Customer
Experience. Enabling
global companies to
Optimize service
interactions and
Maximize Customer
Lifetime Value.
Background

4. Durable Equipment Manufacturers want to generate a greater share of income
from Subscription Model Businesses/Recurring Revenues Streams
Recognition that Subscription Business Models create enormous value to
Manufacturers and their Stakeholders
Manufacturers are willing to think beyond the product when it comes to design of
Subscription Models
So, What’s New?

5. • Emergence of new consumer business
• Change in consumer preferences
• Trend toward Servitization & XaaS
• New technologies that make it possible
✓ Easier data collection
✓ Improved connectivity and computer processing
✓ Convergence of Software and Hardware
Trends Driving Growth

6. Subscription Business
Growth Trends
• Over the past seven years, subscription companies
increased sales by more than 300%, representing an
18% CAGR
• Growing five times faster than the S&P 500
company revenues and U.S. retail sales
• 10-times the sales growth of the DAX (Germany)
index and ASX (Australia) index.

7. “Subscriptions are a top growth driver for companies today. The
total value of the top 100 global brands coming from subscription-
based businesses has doubled since 2009... “
Charles Trevail, CEO of Interbrand

8. Robbie Kellman Baxter brings over twenty years of strategy
consulting and marketing expertise to Peninsula Strategies, her
strategy consulting firm focused on helping companies leverage
subscription pricing, digital community and freemium to build
deeper relationships with customers. Her clients have included
start-ups and mid-sized venture-backed companies as well as
industry leaders such as Netflix, Oracle, Electronic Arts, and
eBay. Over the past 18 years, Peninsula Strategies has advised
over 100 organizations in over 20 industries on growth strategy.
Robbie is a sought-after writer and keynote speaker and quoted
on business issues in the Wall Street Journal, The New York
Times, and Consumer Reports, and has had pieces published in
HBR.org, CNN.com, Associations Now and the Journal for
Quality & Participation.
Best Selling Author & Founder of
Peninsula Strategies, LLC
Robbie Kellman Baxter

22. FOREVER

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32. 32
GENDA
EXAMPLE

33. Source: Renaissance Innovator
EXAMPLE

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GENDA
EXAMPLE

35. EXAMPLE

37. 1. LAUNCH

38. 2. SCALE

39. 3. LEAD

42. GET SOME GOODIES!
RobbieKellmanBaxter.com/audience

44. Enabling Manufacturers to
Maximize Customer Lifetime Value
Ashok Kartham
CEO, Mize

45. • Ashok Kartham is the Founder and CEO of Mize, creator of the
Connected Customer Experience platform that enables
companies to maximize the customer lifetime value.
• Ashok was the founder and CEO 4CS, the leading warranty and
service lifecycle management company, which was acquired by
PTC in 2012.
• Ashok has 20+ years of experience as CEO of software and
high-tech companies.
• Ashok has 25 years’ experience working with global
manufacturers and Fortune 500 companies in delivering
enterprise software solutions for Service, Warranty, Parts,
Support, and Knowledge Management.
CEO, Mize
Ashok Kartham

46. Maximize Customer Lifetime Value

47. Customer
Service Interactions

48. Connected Customer Experience Platform

49. Connected Service Experience Scenario
IoT detects a
service issue
1
Diagnose &
decide on right
parts & service
2
Right Parts are
delivered by a
Drone
3
Customer
notified on
Smart Phone
6
Smart contract
settles
payments with
all parties
5
Tech
instructions are
delivered on
Smart glasses
4

50. DATA SERVICES
3rd PARTY DATA/SERVICES
STAKEHOLDERS
OEM’s, SUPPLIERS, DEALERS, CONSUMERS
APP SERVICES
APPLICATIONDATA/SYSTEMS
PRODUCTS
HIGH-VALUE DURABLEGOODS

51. IoT to Configure Product Uptime and CX

52. Configure Flexible Service Programs
• Extended Warranty
• Maintenance
• Subscriptions
• Protection plans
• Maintenance Programs
• Multi-device
• Value-added Programs

53. Mize enabled Blue Star,
India's leading air
conditioning and
commercial refrigeration
company, to manage
Annual Maintenance
Contracts (AMC) to
generate predictable
revenue streams
Blue Star – AMC Plans
powered by Mize
Genuine Spares
Risk Cover
Service Quality Assurance
Preventive Checks
Extended Filter Life
Cost Effectiveness
Priority Service

54. Mize enabled the
subscription based
Service Tips web portal
and Mobile app for
professional service
companies, their trusted
technicians and CSR’s.
Powered by the CX
Platform and Knowledge
SmartBlox to
troubleshoot and service
the Electrolux family
brands of appliances
Electrolux – Service Tips
powered by Mize

55. Managing truck stock
parts just got easier!
Improved your visibility to the exact
location of parts where and when you
need then to increase first call
completes
FREE TRIAL

56. • Earnings management
• Attach Rates
• Renewal Rates
• Reports to Underwriters
• Sales performance
• Customer analytics
• Opportunity reports
• Loss Ratio Reports
Gain Actionable Insights

57. Extended Warranty or Service
Programs
Maintenance Agreements
Service Parts
Attachments or Accessories
Remote monitoring using IoT
Fleet or Asset Management
Value added services
Software Subscriptions
Data analytics to improve
customer business
Product Upgrades
Trade-in to purchase new product
Remanufacture and Recycle
Service Plans Orders Parts ServiceProducts
Unlock the Value of the Install/Customer Base

58. QUESTIONS?
& Answers

59. Take our Survey and receive a copy of report findings
https://www.surveymonkey.com/r/mize-ew-survey

60. Every attendee
will receive a
digital version of
The Forever
Transaction
Enabling Service Technicians to Provide a Better
Customer Experience
REQUEST A
DEMO TODAY!
info@m-ize.com
813-971-2666
www.m-ize.com