Supercharge Your Subscription Lifecycle by AutomatingOperations: Reed Business Information (Subscribed13)
Post on 20-Aug-2015
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Super charge your SaaS Automate Customer Engagement to Maximize Results
Cassie Frazier Senior Solution Analyst
The Nine Keys to Subscription Success
$
PRICE ACQUIRE BILL COLLECT
NURTURE ACCOUNT MEASURE ITERATE SCALE
Agenda
1. Reed Business Information Company Introduction
2. How Reed Construction Data Uses Zuora
3. Our Top 4 Subscription Keys
4. Lessons Learned
5. Wrap Up & QA
RCD
Background
Business Model
The Challenge
• Subscription product offering in place for many years. • Target audience includes all participants in the lifecycle of
construction where timely and actionable data is important. • Legacy order-to-cash system retired between fourth
quarter 2010 and second quarter 2011 with focus on maximizing existing IT investments.
B2B Self-service and managed inside and strategic account sales
Improve customer management and retention with relentless focus on tackling the cost base
• Drive business efficiency and cost / process innovation • Improve margins • Deliver increased organizational efficiency
Viper (Fulfillment)
CFO Financial Analysts Customers
LEADS
OPPTYS
BACK OFFICE
MarkeEng Account Managers Customer Service Billing Ops
Product Managers Renewals Team Financial Analysts
RCD
Our Top 4 Keys
Flexibility in pricing allows RCD to maintain a compe77ve edge with rapid launch of new products, bundles and promo7ons. This is especially important for new customer acquisi7on.
RCD has automated the quote to cash process and has improved the automa7on of renewal and reten7on efforts by leveraging Zuora and integra7on with Zuora.
Acquire Nurture
A c q u i r e , N u r t u r e , M e a s u r e , S c a l e
Order-‐to-‐cash system scalability is a primary focus for RBI and RCD Corporate Solu7ons. Leveraging Zuora delivered func7onality meets many business needs due to extensive configura7on op7ons and aggressive release cadence.
Scale
At the 7me of customer acquisi7on it is almost impossible to guess the revenue that will follow from a sale since the contract is subject at any 7me to churn or expand. Leveraging Zuora and SFDC func7onality, RDC is able to more accurately forecast and measure renewal numbers from month to month.
Measure
Nurture and Scale C u s t o m e r R e t e n t i o n
Legacy System • CRM segregated from quote to
cash system(s) • Highly customized • Poor renewal forecasting • Lack of customer intelligence
SFDC – Zuora • Integration leveraged for
customer 360 • Fully automated renewal
process • Customer touch point program
gathers intelligence • Retention improved • Reporting/forecasting accuracy
improved
New Way Old Way
Lessons Learned
Point 1:
B E S T P R A C T I C E S
Point 2:
Point 3:
Think through customer lifecycle to minimize churn Best Practice: Understand value proposition for all customers with action plan to address their needs –Analyze the retention component and then Automate Customer Engagement Avoid heavy customization Best Practice: Leverage delivered functionality and integrated system configuration Leverage the innovation offered by your cloud vendors Best Practice: Focus on unique business situations and processes; however don’t get lost in them. You may just miss the next innovative release while you’re focused on an aging enhancement request.
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