Your customer base is loaded with revenue opportunities, but how do you optimize your pricing and packaging model to maximize value? Recurring revenue optimization is a discipline that uses analytics to help you predictably sell the right subscription to the right customer at the right time for the right price. Learn how SaaS businesses are leveraging
Supercharge Your Subscription Lifecycle by AutomatingOperations: Reed Business Information (Subscribed13)
1. Super charge your SaaS
Automate Customer Engagement to Maximize Results
Cassie Frazier
Senior Solution Analyst
2. The Nine Keys to Subscription Success
$
PRICE
ACQUIRE
BILL
COLLECT
NURTURE
ACCOUNT
MEASURE
ITERATE
SCALE
3. 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
5. RBI
Leading provider of business information, data and marketing solutions in
multiple formats.
6. 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
7. Viper
(Fulfillment)
CFO
Financial
Analysts
Customers
LEADS
OPPTYS
BACK
OFFICE
MarkeEng
Account
Managers
Customer
Service
Billing
Ops
Product
Managers
Renewals
Team
Financial
Analysts
RCD
8. 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
9. 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 WayOld Way
10. 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.