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

RE

World leading provider of professional information solutions

RBI Leading provider of business information, data and marketing solutions in

multiple formats.

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.

Q&A

Thank You!