Subscribed 2019 - Best Practices for Realizing Optimal Value from Zuora
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The document discusses best practices for utilizing Zuora's subscription platform, emphasizing the importance of building relationships with account managers and finding quick wins through optimization. It highlights Outreach's success in using the Zuora subscriber portal, which significantly reduced customer inquiries and improved the overall customer experience. Key results included an 80% reduction in inquiries and annual savings of over $600,000 due to improved account management.
Subscribed 2019 - Best Practices for Realizing Optimal Value from Zuora
- 2. BEST PRACTICES FOR REALIZING OPTIMAL VALUE FROM ZUORA •Tuesday, 1:45 – 2:45pm
- 5. 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 thispresentationarenotcurrentlyavailableandmaynotbedeliveredontimeoratall.Customersshouldmakepurchasedecisionsbasedupon productfeaturesthatarecurrentlyavailable. 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 statements.Youarecautionednottoplaceunduerelianceontheseforward-lookingstatementsastheyreflectZuora’sexpectationsasofthedate ofthispresentation.Inaddition,actualresultscoulddiffermateriallyfromthoseexpressedorimpliedintheforward-lookingstatementsduetoa number of factors, including but not limited to, risks detailed in our Annual Report on Form 10-K filed with the Securities and Exchange Commission(SEC)onApril18,2019,aswellasotherdocumentsthatmaybefiledbyus fromtimetotimewiththeSEC.CopiesofAnnualReport onForm10-KandotherfilingswiththeSECmaybeobtainedbyvisitingourInvestorRelationswebsiteatinvestor.zuora.comortheSEC'swebsite atwww.sec.gov.Zuoraassumesnoobligationanddoesnotintendtoupdatetheseforwardlookingstatementsafterthedateofthispresentation toconformthesestatementstoactualresultsortochangesinourexpectations. WeencouragecustomersrequiringspecificfunctionalitytofilerequestsonourZuoraCommunityIdeasBoard,evenifafeaturepotentially addressingtheirneedshasbeenpreviouslydiscussed.ThesecaseswillbetrackedbyZuoraproductmanagementandeveryeffortwillbemadeto proactivelycommunicateZuora’striageandstatusofincomingrequests.
- 6. 01 How Zuora partners with customers 03Winning internal battles 02 How a successful Zuora customer runs the platform 04Lessons learned after self-implementations What you will learn from this session
- 7. 01 02 03 Three Best Practices for Zuora Subscribe to the Platform Build relationship with your AM early on Find Quick Wins in Zuora
- 12. A LITTLE HISTORY ON OUTREACH + ZUORA
- 13. SUBSCRIBE TO THE PLATFORM Don’t just own it, subscribed to it: • Continued optimization of flows • Things change upstream (Sales), they need to be reflected downstream (Finance) • Every successful Zuora customer has a Mario, the central hub to the business • Use Zuora as your platform to test ideas from sales (with finance approval of course)
- 14. BUILD RELATIONSHIP WITH YOUR AM EARLY ON Relationships matter: • Full transparency with issues, set expectations early • Align theAM to the business strategy • Get ahead of big projects • Mutual agreement on execution plan • Build allies internally for the system • Use every resource available to you!
- 15. FIND QUICK WINS IN ZUORA What’s that mean? • Optimize your CPQ quoting flow • Find ways to standardize your GTM strategy • Review Product Catalog on quarterly/semi-annual basis • Tighten up your Collections and Payments • Reduce the manual efforts around Zuora • Plan ahead for big projects, get Zuora involved early • Use our Zuora Subject Experts!!!
- 16. Solutions Zuora’s Subscriber Portal allowed Outreach to quickly create a branded, self- service portal that allowed their customers to create their own account upon sign- up and manage their account details (e.g., update billing address, pay invoices, add PCI compliant payment methods) without having to make an inquiry Challenges Outreach is growing rapidly and had limited resources available for handling all customer inquiries such as viewing invoices and contract details or updating payment method information Outreach had difficulty capturing accurate account and payment information when a customer initially signed up, resulting in lost and delayed revenue Winning with Subscriber Portal Outreach is the market-leading sales engagement platform that helps companies drive efficient growth with every customer interaction. They reached Unicorn status in 2019 as a result of their fast growth and scale. “The Subscriber Portal has made a significant impact on our business. Our customer inquiries and involuntary churn has decreased, while our customer experience has improved. Without the portal, we were straining resources to manage our growing number of subscribers. We didn’t want to build something ourselves; the portal was an easy solution.” – Mario Espinoza, Revenue Operations Manager Results Outreach’s inbound customer inquiries reduced by over 80% Outreach was able to save over $600K annually from accounts they would’ve had to write-off due to incorrect & missing payment information Outreach now supports more than 3,300 customer accounts and 50,000 sales professionals worldwide on the Subscriber Portal
- 17. Q&A
- 18. DON’T FORGET! Rate our session on the SubscribedApp!