A luxury travel destination club. A pet insurance provider. A weight loss program. A farming equipment provider in New Zealand. A personal meditation app. A professional soccer scouting service. A school lunch program. A wedding publisher. A French home furnishings company. A restaurant reservation seating system. A streaming Japanese anime provider. A fashion industry marketing service. A plumbing & handyman service. A major American airline. A major American automobile manufacturer. A smart thermostat. A credit card company. A textbook publisher. A home rental service. A cable TV company. A foreign language learning program. A standardized test preparation service. A 131 year-old cash register manufacturer. A home improvement and interior design community. A salon & spa management platform. A radio network. A hospital news publisher. An Ivy League university. A national telecom. A legal contract resource. A lock manufacturer. A smart phone manufacturer. A private jet service. A toothbrush delivery service. A multinational OEM. An 83 year-old beauty supply company. A mobile gaming company. A food takeout delivery service. A real estate agent community. A Swiss travel agency. A streaming music service. A weather data service. A 160 year-old British financial newspaper. A recreational boat marketplace. A home security company. A French restaurant guide. A visual effects studio.
WELCOME TO SUBSCRIBED 2015
WE HAVE BEEN ON AN INCREDIBLE JOURNEY
Products 1970s
Product + Services 1990s
Customer Centric 2000s
Relationship Centric Today
WE ARE LIVING IN A DIFFERENT ERA
WE ARE HERE TO CELEBRATE YOU
THE DISRUPTORS
2011
THE MAVERICKS
2012
THE CHANGE-AGENTS
2013
THE REINVENTORS
2014
IN 5 SHORT YEARS YOU’VE TRANSFORMED THE MARKET
CUSTOMERS HAVE CHANGED
OUTCOMES Not Ownership
CUSTOMISATION Not Generalisation
CONSTANT IMPROVEMENT Not Planned Obsolescence
CUSTOMERS NOW EXPECT THE SUBSCRIPTION EXPERIENCE
EVERY INDUSTRY HAS SHIFTED
Auto Streaming Media Print Media
Tech Education Retail Music
2015: THE SUBSCRIPTION ECONOMY IS OFFICALLY
MAINSTREAM
YOU Are Changing The World
“We've moved from selling boxes, cloud, mobility, or any other solution to partner with customers on their outcomes.”
John Chambers, CEO, Cisco
May 2015
YOU CHANGED TECHNOLOGY
"There's a secular movement that's happening ... more to an annuity relationship as well as a subscription relationship. These are the long-term relationships we want to have with all customers. There will be an increasing emphasis on the lifetime value that we can deliver to customers.”
Satya Nadella, CEO, Microsoft May, 2015
YOU CHANGED TECHNOLOGY
YOU CHANGED RETAIL
YOU CHANGED THE MUSIC INDUSTRY
Beats Tidal iTunes Pandora
45B Likes
Spotify
60M Users $3B value Jay Z Down 20%
YOU CHANGED TRANSPORTATION General Motors is Live on Zuora
THE UK NEWSPAPER INDUSTRY IS NOW LIVE ON ZUORA
Times of London Time UK The Guardian The Sun
The Financial Times The Telegraph
Subscriptions Went IPO
Enterprises Embraced Subscriptions
50% Of people in France are moving away from ownership. Traditional consumption models don’t meet the demands of consumers who now favor flexibility and unlimited access. Market study: Institut Français D’opinion Publique (IFOP)
THE FRENCH HAVE GONE SUBSCRIPTION
THE GERMANS HAVE GONE SUBSCRIPTION
80% Of German companies have dealt with the issue of subscription business models. Subscription models have already arrived in the minds of board members. Market study: IDG Research Services
WE EXPANDED ACROSS THE GLOBE
Munich Gothenburg Tokyo Vienna Copenhagen
Berlin Boston Cologne Amsterdam Denver
We Will Continue To Invest In Product
95% Customer Satisfaction
For 15 Quarters
2 Stevie Tech
Support Awards
100% Growth In Our
CS Team
1B API Calls Per Month
25M Invoices Per Month
50M Subscription Amendments
2X Payments Processed
In The Academy
$50B Total Contracted Invoice Volume
OUR WORLD IS CHANGING… TWO STORIES.
MARK BEARD VP, Digital Media & Content Strategy
THE ECONOMIST IS CONSISTENTLY PROFITABLE AND CIRCULATION
HAS GROWN
THE ECONOMIST’S PROFIT IS DRIVEN THROUGH TWO SOURCES
Subscription revenue Advertising revenue
WE SPOTTED INDUSTRY ADVERTISING TURMOIL EARLY, AND REACTED QUICKLY
WE SAW HUGE POTENTIAL TO GROW OUR NUMBER OF SUBSCRIBERS BY CHALLENGING
PERCEPTIONS ABOUT THE BRAND
WE DECIDED TO INCREASE OUR INVESTMENT IN TOP-OF-THE-FUNNEL SUBSCRIPTION
MARKETING
Display
Mobile
Social
Order page
Search
Brand
WE USED EXISTING CUSTOMER DATA TO HELP US BUILD A POOL OF PROSPECTS
WE LINKED THEM TO UNEXPECTED CONTENT…
…WITH PROVOCATIVE HEADLINES
WE PLACED OUR ADS, CONTEXTUALLY, WHERE WE KNEW OUR AUDIENCE WOULD BE
GRAZING
AND WE CREATED A SIMPLE AND FRICTIONLESS CUSTOMER JOURNEY
“A content marketing strategy that marries a cheekily inventive approach with state of the art dynamic units - all clicking through to a customised soft landing page where new readers can consume a piece of content and then go on to register or subscribe.“ The Drum
“Content led”
traffic generation
“Content Hub” to engage
with content
Subs
Re-target With more
content
WE SAW A POSITIVE SHIFT IN PERCEPTIONS OF THE ECONOMIST BRAND... NAMELY IN
RELEVANCE AND ADVOCACY
AND THE PRIZE FOR OUR EFFORTS…
Significant Growth in the Number of New Readers and Subscribers to The Economist
6M new visitors The beginning of many long-term relationships
£12M in lifetime recurring revenue
Thousands of new subscribers
THE WINNING FORMULA
+ Clever use of 1st party subscriber data + Seamless customer journeys + Provocative headlines + Inspired content = Subscription Success
LITERALLY, WINNING.
Cannes Lions Award: Best Use of Real-Time Data
ANTHONY FLETCHER CEO
Good just got interesting
Direct to consumer FMCG channels
Graze sells through two channels
A strong financial model has given revenue and profit growth
4 12
32
62
82
105
-‐2 -‐2 6
16 19 14
-10
10
30
50
70
90
110 Graze revenue and EBITDA
$, m
illions
FX: 1.55 $/£
• Negative working capital
• Double digital EBITDA margins • Low capital expended on distribution
• Control of pricing
• Insulation from input prices
• Economies of scale realised through automation and procurement scale
Strong financial model
It’s model has 5 advantages over pure FMCG brands
A proprietary and rapidly changing
product range
Ability to build brand Data to improve product and service
Create unique experiences
Multichannel advantages
Ability to build brand
Direct communication
0%
1%
2%
3%
4%
5%
6%
Q: Thinking about brands of products that make or sell healthy snacks, which BRANDS, if any, can you think of? N=2010
Heavyweight spend
Highly differentiated
Top 10 in snacks
Graze online data
3rd party loyalty schemes
EPOS sales
3rd party online data
Data to improve product and service
A proprietary and rapidly changing product range
Quickly reaches customers
Rapid data analytics
Product team create new product
Specially designed
processes bring products to
market rapidly
grazer rates
A unique experience
Conveniently delivered through na5onal post networks
A large, frequently changing range of products which cannot be purchased elsewhere
Personalised to customer taste and dietary preferences
With new benefits of discovery, explora5on and surprise
Online/Offline Customer journeys
Media
Gather online informa6on
Trial product in store
Try products online
Word of mouth
Regular store buyer
Regular online buyers
Rapid data analytics
Product team create new product
Specially designed processes bring products to market rapidly
Quickly reaches customers
grazer rates
Marketing spend Drives multiple
channels
Brand building
Trust
Familiarity
Excitement
Dis5nc5veness
Reach
New
Leverage data And innovation
advantages
Multichannel advantages
What’s next?
OUR WORLD IS CHANGING…
THE NEW IMPERATIVE: TURN CUSTOMERS INTO SUBSCRIBERS
THIS CHANGES EVERYTHING
DELIVER A SUBSCRIPTION EXPERIENCE A product is not enough
(VP of Innovation)
INNOVATE AND ITERATE ON BUSINESS MODELS
(CMO)
MODERNIZE FINANCE Now it’s about recurring revenue
(CFO)
SCALE EFFORTLESSLY New offerings. New geographies.
(CIO)
KNOW YOUR SUBSCRIBERS Be personal. Be valuable.
(VP Sales)
DELIVER A CONSISTENT EXPERIENCE Anytime, anywhere, any channel.
(COO)
BUILD A SUBSCRIPTION CULTURE Goodbye to one-hit products
(CEO)
Marketing Product Sales Finance IT Ops
A product
? ?
THIS IS HOW YOU OPERATE TODAY
PUT SUBSCRIBERS AT THE CENTER
Marketing
Finance Sales
IT
Product Ops
MANY OF YOU HAVE SILOED SYSTEMS
Pricing Quoting Billing Revenue
? ?
E-commerce
EVERY SYSTEM THAT TOUCHES THE SUBSCRIBER MUST
CHANGE
Pricing & packaging
Quoting
E-Commerce
Billing
Payments & collections
Revenue
Without the right systems, you can’t turn customers into subscribers
• A subscription experience
• Business model innovation
• Modernize finance
• Scale effortlessly
• Know your subscribers
• A subscription culture
A NEW PROSPECT-TO-CASH SYSTEM IS NEEDED
Pricing & packaging Quoting E-Commerce Billing Payments
& collections Revenue
Relationship Business Management
Use ERP? Build your own system? Stitch together niche solutions?
YOUR OPTIONS
Everything you need to power a subscription business, from z to a
81
GUILLAUME VIVES SVP, Product
Existing enterprise systems no longer work
product
distributed to customers via different channels customer
visits different channels to manage products
upgrade, downgrade, renew uses the product
Pricing & packaging
Quoting
E-Commerce
Billing
Payments & collections
Revenue ERP CRM
CPQ
E-COMMERCE
BILLING
REVENUE
A SINGLE UNIFIED SOLUTION
INSIGHTS
PRICING & PACKAGING • One time, recurring and
usage pricing
• Mix and match charge models
• Promotions and discounts
• Packaging and entitlements
• Multi-currency pricing
CPQ • Guided selling
• Branded quoting
• Product bundling
• Product and pricing rules
• Lifecycle order management • One click quote-to-invoice
E-COMMERCE • PCI compliant payment
pages
• Dynamic localization
• Built-in credit card validation • Account self-service
• REST and SOAP APIs for multi-channel engagement
BILLING & PAYMENTS • High volume billing
automation
• 200+ currencies, 21+ gateways, 8+ global payment methods
• Invoice personalization + localization
• Integrated tax • Intelligent error handling
REVENUE • Revenue rules engine
• Revenue schedule automation
• Revenue recognition reports
• Revenue journal entries
• Revenue allocation tracking and audit log
ANALYTICS • Bookings, billing, cash,
revenue reports • Subscriber usage and
behavioral analytics
• Smart subscriber segmentation
• Insights-driven engagement triggers
• Intuitive, interactive report builder interface
(New!)
RBM Unifies Your Entire Business Around
Your Subscribers
Pricing & packaging
Quoting
E-Commerce
Billing
Payments & collections
Revenue
TO HELP YOU TURN CUSTOMERS INTO SUBSCRIBERS
PETE TOMLINSON
Director, Sales & Marketing
KCOM
Q: Tell us a little bit about KCOM
Q: How did you come to join the Subscription Economy?
Q: How has KCOM changed to take advantage of this shift?
Q: What internal challenges have you had to overcome?
Q: What led you to partner with Zuora?
Q: Is Life Better With Zuora?
RBM Unifies Your Entire Business Around
Your Subscribers
Pricing & packaging
Quoting
E-Commerce
Billing
Payments & collections
Revenue
LET’S TAKE A LOOK
CHRIS BRUNER Product Manager
+ JING JING XIA Product Marketing
Pricing & packaging
PRODUCT & MARKETING
Quoting
E-Commerce SALES & OPERATIONS
Billing
Payments & collections
Revenue FINANCE
Pricing & packaging
Quoting
E-Commerce
Billing
Payments & collections
Revenue A UNIFIED VIEW OF EVERY SUBSCRIBER
Turn by turn navigation
Roadside assistance
Sirius XM
Emergency connect
Traffic pulse
Wifi connectivity
CARSPOT
ü Flexible pricing & packaging engine ü Complete set of modules for the company
ü Common view around the subscriber
OUR WORLD IS CHANGING
SUCCESS = DELIVERING THE SUBSCRIPTION EXPERIENCE
THE KEY IS RELATIONSHIP BUSINESS MANAGEMENT
Pricing & packaging Quoting E-Commerce Billing Payments
& collections Revenue
DOING THIS CHANGES EVERYTHING
Marketing Panel : The Subscription Marketing
Master plan
IOT Panel: IOT & the founding of digital
transformation Customer service in the Subscription Economy
Zuora product: Billing & Collections
Finance Panel: The Modern CFO, from geek
to guru
Media Panel: Think like a disruptor: Lessons
from media companies Navigating the subscription
billing market Zuora Product:
CPQ
CIO Panel: The New CIO
SaaS Panel: Lessons learnt from
subscription veterans What’s next for content
monetization Zuora Product:
Insights
Networking & Cocktails
ROLE BASED PANELS INDUSTRY PANELS EXPERT PRESENTATIONS PRODUCT PRESENTATIONS
STARTUP BATTLE
The Rest of Today
THE ACADEMY www.zuora.com/academy
CPQ FOR SUBSCRIPTION
BUSINESSES
INSIGHTS THAT INCREASE REVENUE &
REDUCE CHURN
MONETIZING THE INTERNET OF THINGS
GO OUT AND CONTINUE TO CHANGE OUR WORLD
THE WORLD. SUBSCRIBED.
THANK YOU.