The document discusses the shift to the subscription economy, where customers expect personalized, on-demand services and businesses need to focus on building customer relationships rather than just selling products. It outlines six key steps for businesses to succeed in this new environment: acquiring subscribers through personalized packages, nurturing customer engagement, automating payments and invoices, measuring subscriber data, iterating pricing and features based on feedback, and scaling infrastructure to support global growth. Reinventing business models around subscriptions can help companies disrupt their industries and better satisfy evolving customer expectations.

1. DRIVING SUCCESS IN
THE SUBSCRIPTION ECONOMY

2. THE WORLD HAS SHIFTED TO
THE SUBSCRIPTION ECONOMY.
6.8 billion
potential subscribers on
mobile, social and web.
80%
of customers demand new
consumption models.
–The Economist, 2014

3. CUSTOMERS HAVE CHANGED
AND HAVE NEW EXPECTATIONS.
70 percent of customers are through the buying cycle before
they contact you. Customers are connected and in control –
already informed on products, pricing, competitors and reviews.
Subscribers expect services to be personalized, real-time and
memorable.

4. BUSINESSES MUST CHANGE WITH THEM.
“There is a fundamental mismatch between how organizations
market and sell, and the way people actually shop and buy.
Subscription-based models help businesses grow, but also hold
companies accountable for long-term value to their customers.”
Jim O’Neill, CIO of HubSpot

5. INDUSTRIES ACROSS THE BOARD ARE
REINVENTING THEMSELVES.
Regardless of the industry,
businesses are shifting to
the subscription economy.
• Consumer
• Communication
• Entertainment
• Manufacturing
• Healthcare
• Technology
• Internet of Things
MARKET EVOLUTION
Product (1970s)
Product + Services (1990s)
Customer Centric (2000)
Relationship Centric (Today)

6. BUSINESSES DELIVERING IN THE
SUBSCRIPTION ECONOMY ARE WINNING.
It’s the 21st century. Businesses are shifting focus from products
to relationships. Businesses with subscriptions, like Adobe and
Box, are disrupting their own industries, captivating customers
and reinventing the way subscribers engage with their products
and services.

7. 6 DRIVERS FOR SUCCESS
Your customers want a new way to relate to you. Build a business
that embraces the subscription economy by following these six
key steps to success.

8. • Attract subscribers with personalized
packages and plans.
• Boost growth and increase the value
of your existing relationships with
add-ons and promotions.
• Deliver a seamless introductory
experience for your customers
across mobile, web, sales, customer
services or partner.
Acquire

9. • Keep your customers engaged and
happy through every aspect of the
journey, nurturing them through
trial, sign-up, changes and renewal.
• Give customers the power and tools
to control their relationship, move
between subscription plans, and
make the changes that are right
for them.
Nurture

10. • Allow subscribers to pay their way
and in their local currency.
• Automatically generate fast and
accurate online invoices that
include a rich set of subscriber
data, usage, add-ons, prorations
and more.
• Optimize your payment gateways,
allowing you to collect cash quickly.
Collect & Automate

11. • Gain the right insight into your
subscribers, enabling everyone in
your organization to make
smarter decisions.
• Integrate subscriber data directly
into ecosystem – from CRM to
ERP, keeping your sellers,
marketers, service and finance
professionals focused and connected
on subscriber results and changes.
Measure

12. • Subscribers change rapidly, so build
an infrastructure that allows your
marketers, finance, and product
professionals to deliver new
approaches that drive more value
to your customers.
• Iterate and test constantly to
discover the pricing and feature
strategies that truly drive lasting
customer relationships.
Iterate

13. • Map out an 18-month global
currency and payment gateway
strategy.
• Make sure your system is built on
a secure, scalable technology
infrastructure.
Scale

14. OWN THE SUBSCRIPTION EXPERIENCE.
Across the board, companies in verticals from cloud storage to
oral hygiene are using subscriptions to rewrite their customer
story and reinvent their industry.
The time to pivot to the #SubscriptionEconomy is here.

15. About Zuora
We build modern, flexible and easy to use enterprise software that
enables companies to manage all aspects of their relationship with
their subscribers.
It begins at zuora.com
Facebook.com/zuora
FOLLOW US ONLINE:
@Zuora
#subscriptioneconomy