Using multiple channels is a proven method for customer growth. It often requires new systems, which add complexity and cost to "stitch" them together and maintain them over time. Zuora aims to solve that problem with Zuora Commerce, and at this session our product experts will share how. You'll leave understanding how our strategy of unifying configurations and data through a common integration supports the delivery of a consistent and seamless experience for your customers across all channels.

1. SUBSCRIBED 2018

2. SAFE HARBOR DISCLAIMER
The following presentation is intended for information purposes only. The development, release, and timing of any features or functionality
describedforZuora’sproductsremainsatthesolediscretionofZuoraandissubjecttochange. Anyunreleasedservicesorfeaturesreferencedin
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Inaddition,statementsinthispresentationthatrefertoforecasts,futureplansandexpectationsareforward-lookingstatementsthatinvolverisks,
uncertainties,andassumptions,manyofwhichinvolvefactorsorcircumstancesthatarebeyondourcontrol.Ifanysuchuncertaintiesmaterialize,
if any of the assumptions prove incorrect, or if priorities or resourcing changes, actual results could differ materially from such forward-looking
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number of factors, including but not limited to, risks detailed in our Annual Report on Form 10-K filed with the Securities and Exchange
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3. v
Sr. Product Manager
Roben Howery

4. AGENDA FOR TODAY | ZUORA JOURNEY TO OMNI-
CHANNEL
WHAT IS COMMERCE
• Discussion on commerce
• What is Omni-CHannel
ZUORA’S COMMERCE VISION
• What Zuora Commerce is/is not
• What we’ve heard that helped us frame this vision
• How does this vision fit in the Zuora ecosystem
HOW WE GET THERE
• Component Roadmap
QUESTIONS
• Open ended deep dive on upcoming features
• Demos upcoming features as desired

5. ZUORA CENTRAL
A single platform to monetize and orchestrate subscription services
MONETIZE
• price & package
• bill & collect payments
• recognize revenue
• measure results
ORCHESTRATE
• send communications
• design acquisition, expansion,
billing, dunning, & renewal flows
• trigger provisioning
• sync external data

6. PRICING AND
PACKAGING
BILLING AND
PAYMENTS
REVENUE
RECOGNITION
PLATFORM
& ANALYTICS
OMNI-CHANNEL
COMMERCE
Scale
High Scale Sign-ups
High Scale Invoicing
High Scale Payments
Extend
Enriched Workflow
Custom Data Model
Events & Notifications
Integrate
Link Query API
CRM Connector
ERP Connector
Admin
Audit Trail
Test
Environments
Centralized Products and Pricing
Central product and pricing logic available to
all go-to-market channels
Price by Multiple Attributes
Sophistication and flexibility for usage-
based monetization
CPQ X
The fastest, most efficient order capture
system for subscription businesses
Self-Serve Lifecycle Mgmt
Complete self-service subscription
management on Zuora Subscriber Portal
3rd Party Order Ingestion
Engine
Capture Orders from any CPQ or
Commerce system.
Usability Boost
Improved usability across data validations, the period close
manager, and report generation
Advanced Reconciliation Management
New reconciliation dashboard and exception handling helps
surface inconsistencies for the revenue team to review
Active Usage Rating
New active rating engine enables usage
scale and timely threshold notifications
Open Payment Frameworks
Enabling new gateways partner and new
payment methods to onboard fast
Expanded Collections Footprint
Machine learning for payment retries; PO
tracking, localization, and payment plans
Report Analyze
Real-time
Reporting
Data Explorer
Configurable
Dashboard
Customer Segments
2019 ZUORA PRODUCT DIRECTION
Offers
Optimize offerings for commerce with
bundled rate plans, cross-selling and more

7. FEEDBACK

8. WHAT ARE YOU DOING TODAY AS A PART OF YOUR COMMERCE
STRATEGY?
1. What problems were you trying to solve with your commerce strategy?
2. Where did you fail/what problems were you not able to address?
3. What approach did you take to enable end subscribers to self serve?
4. What were your challenges when creating a commerce solution?
5. What was missing that would have helped when creating your integration?
6. How did you control internationalization?
7. How did you manage pricing and other end subscriber facing components of the
integration?
8. What additional downstream integrations are important?

9. COMMERCE STRATEGIES ARE DIFFICULT TO
IMPLEMENT
I have multiple configurations for
the same solution with redundant
subscription & pricing info over
multiple channels
(e.g. CPQ, rules, promotions)
I have to access multiple systems
through multiple APIs to provide
my customer with a holistic view
of their service
(e.g. salesforce, self service,
provisioning, ingestion, etc)
I am limited on how I can package
my products and services to my
customers
(e.g. upgrade, downgrade,
bundles, internationalization)
It takes years
to launch a new product with
no ability to support omni-
channel commerce strategy
Inconsistent data leading to
poor and inconsistent
customer experience
Lose out on customer
expansion and retention
Evidence over past 18 months shows the need for a complete
solution

10. WE ARE ON THE PATH OF ENABLING A TRUE OMNI-CHANNEL
COMMERCE EXPERIENCE FOR YOUR CUSTOMERS
SINGLE CHANNEL
MULTI-CHANNEL
OMNI-CHANNEL
UNIFIED COMMERCE

11. ZUORA’s COMMERCE VISION

12. ZUORA’S
COMMERCE VISION

13. ZUORA IS AN END-TO-END SUBSCRIPTION MANAGEMENT
SOLUTION
NURTURE
Upsell, Cross-sell,
Manage, Renew
ACQUIRE
Multi-channel,
CPQ, Self-serve
PRICE
Pricing, Promos,
Charge Models, Packaging
RATE
Usage Rating,
Mediation
BILL
Taxation, Invoices
COLLECT
Payment Gateways, Collections,
Electronic Payments
MEASURE
Metrics, Dashboards,
Report Builder
RECOGNIZE
Revenue Recognition,
GL Integration
ERPCRM
partners
web / mobile

14. Zuora Proprietary & Confidential Information. © 2019 Zuora, Inc. Zuora is the registered trademark of Zuora, Inc. All Rights Reserved.
SIX KEY COMPONENTS DRIVE OUR OMNI-CHANNEL
COMMERCE GOAL FOR ANY SUBSCRIPTION BUSINESS
COMMERCE INTEGRATION FRAMEWORK
quote quote
cart cart
product catalog offers
guided selling rules
promo codes order management
CENTRAL PLATFORM
billing and rating
global payments
subscription
accounting
subscription metrics
security, reliability,
scalability
DIRECT
SALES
SELF-
SERVICE
RESELLER POINT-OF-SALE
Zuora CPQ
Salesforce CPQ
Zuora Back Office
Disparate CRM
Web
Mobile
Channel
Channel Partners
Distributors
VARs
Devices
Tablets

15. CASE STUDY
Cart to Quote Omni-Channel Experience

16. Customers already enjoy the ability to use Zuora’s fully
configurable self-service portal. Cart-to-Quote extends this to
provide an out-of-the-box link from self-service commerce to
assisted sales
CUSTOMER INITIATED QUOTING
Enable customers to select products in a guided self-serve
channel, and then complete their transaction through an assisted
sales interaction
ASSISTED SALES SIGNALLING
Self-serve commerce interactions are passed back to CPQ channel
(e.g., offers viewed, items left in cart) to trigger outreach
UNIFIED BUSINESS LOGIC
In addition to a shared product catalog, leverage a common set of
business rules across self-serve, assisted sales, and partner
channels
CART-TO-QUOTE REPRESENTS A TRUE OMNI-CHANNEL
EXPERIENCE POWERED BY ZUORA

17. MOVING FORWARD
REINFORCE OUR OMNI-CHANNEL COMMERCE
STRATEGY

18. 01
configure once use
anywhere
03
flexible data mapping
02
commerce driven APIs
Simplify calls for transactional requests by
wrapping billing APIs and creating new
APIs to perform backend functions
INVESTMENT IN INFRASTRUCTURE
Create microservices out of core
functionality to ensure access to data and
settings from any channel
Bi-directional data synch. Configure
ingestion and map objects from external
systems to Zuora objects, like products,
subscriptions, and orders. First quick-start
mapping is for CPQ.

19. 01
future proof tech stack
03
simplified ui experience
02
open charge model
The new billing catalog enables quick
ingestion of new complex and custom
charge models such as Multi-Attribute
Pricing, Pre-rated, High Watermark, and
Pooled Usage.
FUNCTIONAL INVESTMENTS
New microservices to support ever
expanding charge models, subscription
options, and new features being built in
this new ecosystem.
Create a more intuitive user interface to
support quickly creating product artifacts
and makes finding information easier.

20. Promo Codes
Offers
Product Catalog
New Rules Engine
New Guided selling
CPQ
Subscriber portal
Integration framework
Commerce Roadmap
2019 1H 2020 2H 2020+
Exclusion rules for self
service*
Inclusion, Exclusion, Mutually
exclusive rules
Campaign integration,
Analytics & reporting
Support Ramp deals,
Offers/bundles
Add products, Remove
products and Update
Multiple subscriptions in a quote,
Subscription history
* Beta only
Advanced sync support for
Contacts, Subscriptions,
Payment, and UOM; Unified API
Layer (offer, order)
Advanced sync - Reliably
sync Supports objects-
Credit and Debit memo,
Unified API Layer v1 (promo,
Step by step flows* based on
questions/customer needs,
Intelligent recommendations
Additional Objects support -
Account, Product catalog,
Configurable sync, Order
management enhancements
Shopping & Subscription
mgt, CPQ Rule
Integration*, Collect
payment plan
Offers integration*,
Customer profile, multiple
checkout flows
CPQ Guided Selling
Bundles*, API creation*,
Upgrade/Downgrade Paths,
Suggested Add-Ons
Integrated UI*
Offers*, Features Reboot*,
Robust Image Manager
Catalog microservices, Enhanced
UI*, New charge models (OCM)
Usability improvements, speed &
archiving improvements
Order Management
New CPQ X UI*

21. FEATURE DETAILS
The magic starts here, well actually on the next slide

22. 01
easier to use
02
speed & scale focus
Context-driven product selection based
on customer attributes & new APIs to
increase products & amendments per
quote
03
omni channel
MORE FLEXIBLE ZUORA CPQ
Configure rules in Zuora Central enabling
unified view of customer regardless of the
channel
Improved user experience for rapid
quoting

23. TARGETED SELLING
Guides and dynamically filters
based on user profile and
actions
ENHANCED EXPERIENCEWITH RULES & GUIDED SELLING
OMNI CHANNEL CAPABLE
New microservices that helps
customers configure guided
selling flows for all channels
CHURN PREVENTION & UPSELL
Guide subscriber through sales
process including dynamic
bundling
ZUORA INTEGRATED
Create rules based on Zuora
objects including account,
subscription, and custom
objects

24. 01
bundle existing rate
plans
03
downstream
enablement
02
reporting & analytics
Integrate with other solutions like promo
codes and reporting to iterate and
improve offerings over time
PRODUCT DIFFERENTIANTION THROUGH
OFFERS
Utilize all pricing models to create an offer
of existing rate plans across all available
billing products including upgrade,
downgrade, and cross-sell paths
Inclusion of components like imaging,
multi-language inscriptions and names,
and provisionable features that allow
downstream systems to enable the offer

25. Unified solution means
generating and
accessing promotions
through all channels
including Offers and
CPQ
EXTENDED
INTEGRATION
MANAGE PROMOS ON ALL
CHANNELS
Integrate with external
systems to improve
usability and increase
analytics
CAMPAIGN
IMPROVEMENTS
Answer the 5Qs;
dashboarding and
analytics to understand
& iterate campaigns
CAMPAIGN
SUCCESS
Improve campaign
creation, views of
created codes,
templates/cloning,
custom field
management
USABILITY
ENHANCEMENTS

26. Post Order Tracking &
Management
Exposed APIs and workflow enhancements to
effectively track and manage orders throughout its life
cycle
● Add/Remove/Renew products
● Cancel order
● Order approval
● Notification & exception management
● Inventory, shipping & due dates
Automate Downstream Processes
Kick off downstream processes such as provisioning,
entitlements, and notifications once an order has been
captured with our workflow engine
CENTRALIZE ORDER DETAILS AND TRACKING THROUGH
INTEGRATED ORDER MANAGEMENT

27. WE’RE ALSO INVESTING IN OUR CPQ AND SUBSCRIBER
PORTAL
TO REINFORCE OUR OMNI-CHANNEL COMMERCE STRATEGY
ZUORA CPQ SUBSCRIBER PORTAL
DIRECT
SALES
● CPQ
● CRM
● Onboarding Billing
SELF-
SERVICE
● Web
● Mobile
quote
cart

28. BOTH B2C AND B2B COMPANIES ARE LOOKING FOR A
SELF-SERVICE PORTAL THAT’S BUILT BY ZUORA
Why Zuora?
AN INTEGRATED, END-TO-END SOLUTION
Solution directly integrated into Zuora’s platform and products giving customers a unified experience
ONE IMPLEMENTATION TEAM
One single team that are experts on the entire order-to-revenue solution from sales to implementation to support
QUICKER TIME TO MARKET
End-to-end solution makes it easier to make changes to offerings and have those push downstream to the customer faster
30+
Total Zuora
Customers

29. SUBSCRIBER PORTAL
Give subscribers control of their subscription journey
Update Account Details
Allow your subscribers to update their account information without having
to contact your support team
View and Pay Invoices
Allow your subscribers to pay invoices with multiple, PCI compliant,
payment methods and / or credit memos
Shopping (Available in Winter)
Utilize shopping cart functionality to create and manage subscriptions
(e.g., upgrade, downgrade, pause)
Customizable Experience
Utilize custom dashboards and custom pages to build unique customer
experiences based on customer profile
74% of B2B buyers indicate that buying from a website is more convenient than buying from a sales representative and 93%
prefer to buy online when they’ve decided what to buy and just need to make the purchase.
- Forrester

30. CPQ
INTEGRATION
Utilize a single rules engine during
quote & cart creation in CPQ, portal,
external catalog, etc.
INTEGRATION
FRAMEWORK
Enhanced & wrapped APIs that
simplify and future proof support for
eCommerce functionality and simplify
disparate eCommerce integrations
ENTITLEMENT
S &
PROVISIONING
Management of access to services
based on their billing profile
CUSTOMER
PROFILE &
VALUE
Understand who the end subscriber is
and their value for targeted selling and
churn reduction
WE’RE FOCUSING ON INTEGRATING SELF-SERVICE
CAPABILITIES WITH THE BROADER COMMERCE ECOSYSTEM
In today's "anywhere, anytime" commerce, digital business professionals race to fully modernize their
commerce systems but are coming to terms with the fact that omnichannel is far more complex than
simply exposing inventory to channels
- Forrester

31. FEEDBACK
What are your thoughts on Zuora
Commerce

32. QUESTIONS
1. Do we have the right focus in our omni channel commerce strategy
2. As an existing customer who has integrated with Zuora which part of this solution are you
most excited about
3. As an existing customer who has integrated with Zuora which part of this solution are you
most skeptical about
4. Does this strategy support a B2B business
5. How do you feel about pulling quote date into Zuora as a draft order
6. In looking to support integrating channels in your environment, what did we miss that you
actively use or are planning to use