Why Subscriber Experience is the Key to Growth
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A presentation delivered at Zuora Subscribed 2015 on how to create a world-class subscriber experience and why it is critical to drive growth in the modern SaaS marketplace.
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Why Subscriber Experience is the Key to Growth
- 1. Why Subscriber Experience is the Key To Growth #subscribed15#subscribed15
- 2. CEO and Founder Ryan Cahill
- 3. Agenda 1. What Has Changed 2. The Subscriber Journey 3. How Do I Make the Shift 4. Action Plan 5. Q & A #subscribed15
- 4. #subscribed15 “I’ll do my own form, thank you”
- 6. “71% of B2B Buyers prefer to conduct research and purchase on their own” - Accenture #subscribed15
- 7. “ 95% of buyers chose a solution that provided them with ample content to navigate through each stage of the buying process” - DemandGen Report #subscribed15
- 8. “1,000,000 B2B Salespeople will be replaced by eCommerce by 2020"
- 9. “90% Of Customers Say Buying Decisions Are Influenced By Online Reviews”- Dimensional Research
- 10. “86% of buyers will pay more for a better customer experience” - Harris Interactive #subscribed15
- 12. #subscribed15
- 13. The Subscriber Experience Journey #subscribed15
- 14. The Key Stages of the Subscriber Journey Research RelationshipDecision Subscribe Loyalty #subscribed15
- 15. Step 1: Research I have a Pain or Identified Need #subscribed15
- 16. Write the Answers to your Buyers Questions Content #subscribed15
- 17. What are You Solving & Why Positioning #subscribed15
- 18. What Do You Do and How Does it Help Features #subscribed15
- 19. How it goes wrong… Thanks for Downloading our Whitepaper… #subscribed15
- 20. So What Is It You Actually Do? #subscribed15
- 21. Step 2: Decision Evaluate options and compare solutions #subscribed15
- 22. Help the Buyer See the How the Solution Works Applicatio n #subscribed15
- 23. #subscribed15 How it goes wrong…
- 24. Step 3: finalize agreement, onboard/implement Close the Deal and Make a Smooth Transition Step 3: Subscrib e #subscribed15
- 27. #subscribed15 How it goes wrong…
- 28. Step 4:Relationship Get to Know Your Subscribers and Delight #subscribed15
- 29. How to do this well Leverage the Data Use Behavior Triggers Nurture & Inspire #subscribed15
- 30. Arm with Email Content #subscribed15
- 31. #subscribed15
- 33. Step 5: Loyalty maintain subscribers, expand relationship, and create raving fans #subscribed15
- 34. Who Does this Well? ? #subscribed15
- 35. Who’s moving in the right direction #subscribed15
- 36. Huge Opportunity #subscribed15 Grow the Relationship Adapt to Change Reward & Appreciate
- 37. How Do You Do this for YOUR Company? #subscribed15
- 38. You Must Operate as ONE TEAM Creating an Unforgettable Experience #subscribed15
- 39. You Must Support the BUYERS Process #subscribed15
- 40. You Must Interact with Subscriber as Individuals #subscribed15
- 41. It’s Critical to Know Subscriber “State” #subscribed15
- 42. This is Only Possible With One System of Truth #subscribed15
- 43. Action Steps 1. Review Your Buyer Journey 2. Invest in the Relationship 3. Operate as ONE Team #subscribed15