The document discusses best practices for utilizing Zuora's subscription platform, emphasizing the importance of building relationships with account managers and finding quick wins through optimization. It highlights Outreach's success in using the Zuora subscriber portal, which significantly reduced customer inquiries and improved the overall customer experience. Key results included an 80% reduction in inquiries and annual savings of over $600,000 due to improved account management.

1. SUBSCRIBED 2018

2. BEST PRACTICES FOR
REALIZING OPTIMAL
VALUE FROM ZUORA
•Tuesday, 1:45 – 2:45pm

3. Revenue Operations
Manager
Mario Espinoza

4. Enterprise Customer Account
Executive
Jeff Cuaron

5. SAFE HARBOR DISCLAIMER
The following presentation is intended for information purposes only. The development, release, and timing of any features or functionality
describedforZuora’sproductsremainsatthesolediscretionofZuoraandissubjecttochange. Anyunreleasedservicesorfeaturesreferencedin
thispresentationarenotcurrentlyavailableandmaynotbedeliveredontimeoratall.Customersshouldmakepurchasedecisionsbasedupon
productfeaturesthatarecurrentlyavailable.
Inaddition,statementsinthispresentationthatrefertoforecasts,futureplansandexpectationsareforward-lookingstatementsthatinvolverisks,
uncertainties,andassumptions,manyofwhichinvolvefactorsorcircumstancesthatarebeyondourcontrol.Ifanysuchuncertaintiesmaterialize,
if any of the assumptions prove incorrect, or if priorities or resourcing changes, actual results could differ materially from such forward-looking
statements.Youarecautionednottoplaceunduerelianceontheseforward-lookingstatementsastheyreflectZuora’sexpectationsasofthedate
ofthispresentation.Inaddition,actualresultscoulddiffermateriallyfromthoseexpressedorimpliedintheforward-lookingstatementsduetoa
number of factors, including but not limited to, risks detailed in our Annual Report on Form 10-K filed with the Securities and Exchange
Commission(SEC)onApril18,2019,aswellasotherdocumentsthatmaybefiledbyus fromtimetotimewiththeSEC.CopiesofAnnualReport
onForm10-KandotherfilingswiththeSECmaybeobtainedbyvisitingourInvestorRelationswebsiteatinvestor.zuora.comortheSEC'swebsite
atwww.sec.gov.Zuoraassumesnoobligationanddoesnotintendtoupdatetheseforwardlookingstatementsafterthedateofthispresentation
toconformthesestatementstoactualresultsortochangesinourexpectations.
WeencouragecustomersrequiringspecificfunctionalitytofilerequestsonourZuoraCommunityIdeasBoard,evenifafeaturepotentially
addressingtheirneedshasbeenpreviouslydiscussed.ThesecaseswillbetrackedbyZuoraproductmanagementandeveryeffortwillbemadeto
proactivelycommunicateZuora’striageandstatusofincomingrequests.

6. 01 How Zuora partners
with customers
03Winning internal battles
02 How a successful Zuora
customer runs the
platform
04Lessons learned after
self-implementations
What you will learn from this
session

7. 01 02 03
Three Best Practices for
Zuora
Subscribe to the
Platform
Build relationship with
your AM early on
Find Quick Wins in
Zuora

12. A LITTLE HISTORY ON OUTREACH +
ZUORA

13. SUBSCRIBE
TO THE
PLATFORM
Don’t just own it, subscribed to it:
• Continued optimization of
flows
• Things change upstream
(Sales), they need to be
reflected downstream
(Finance)
• Every successful Zuora
customer has a Mario, the
central hub to the business
• Use Zuora as your platform
to test ideas from sales (with
finance approval of course)

14. BUILD RELATIONSHIP WITH
YOUR AM EARLY ON
Relationships matter:
• Full transparency with issues,
set expectations early
• Align theAM to the business
strategy
• Get ahead of big projects
• Mutual agreement on
execution plan
• Build allies internally for the
system
• Use every resource available
to you!

15. FIND QUICK
WINS IN ZUORA
What’s that mean?
• Optimize your CPQ quoting
flow
• Find ways to standardize
your GTM strategy
• Review Product Catalog on
quarterly/semi-annual basis
• Tighten up your Collections
and Payments
• Reduce the manual efforts
around Zuora
• Plan ahead for big projects,
get Zuora involved early
• Use our Zuora Subject
Experts!!!

16. Solutions
Zuora’s Subscriber Portal allowed Outreach to quickly create a branded, self-
service portal that allowed their customers to create their own account upon sign-
up and manage their account details (e.g., update billing address, pay invoices, add
PCI compliant payment methods) without having to make an inquiry
Challenges
Outreach is growing rapidly and had limited resources available for handling all
customer inquiries such as viewing invoices and contract details or updating
payment method information
Outreach had difficulty capturing accurate account and payment information when
a customer initially signed up, resulting in lost and delayed revenue
Winning with
Subscriber Portal
Outreach is the market-leading sales engagement platform that helps
companies drive efficient growth with every customer interaction. They
reached Unicorn status in 2019 as a result of their fast growth and scale.
“The Subscriber Portal has made a
significant impact on our business. Our
customer inquiries and involuntary churn
has decreased, while our customer
experience has improved. Without the
portal, we were straining resources to
manage our growing number of
subscribers. We didn’t want to build
something ourselves; the portal was an
easy solution.”
– Mario Espinoza, Revenue Operations
Manager
Results
Outreach’s inbound customer inquiries reduced by over 80%
Outreach was able to save over $600K annually from accounts they would’ve had
to write-off due to incorrect & missing payment information
Outreach now supports more than 3,300 customer accounts and 50,000 sales
professionals worldwide on the Subscriber Portal

17. Q&A

18. DON’T FORGET!
Rate our session on the
SubscribedApp!