charging up your subscription commerce with a 360 view (subscribed13)
DESCRIPTION
Learn how to improve customer service and increase efficiencies across your organization by using Salesforce to provide a 360 degree of your customers. In addition, hear how you can collect revenues faster and improve customer retention by using a self-service module for onboarding, renewals, invoicing and payments, changing subscription terms, and setting up auto-pay.TRANSCRIPT
Subscriber Success Self Service Convenience with Staff Empowerment
Jeremy Crawford Chief Operations Officer
The Nine Keys to Subscription Success
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PRICE ACQUIRE BILL COLLECT
NURTURE ACCOUNT MEASURE ITERATE SCALE
Corporate Overview • Mul$ple Lis$ng Service providing leading services
and technology to real estate professionals
• Serving 16,000+ subscribers transac$ng $70,000,000,000 in lis$ngs annually across 30,0002 miles
• Policy, Governance, Coopera$on, Compensa$on, System & Data Integra$on State and Na$onwide
Customer Base and Revenue Model 16,000+ Subscribers
• Web/Mobile Enterprise SaaS PlaOorm for real estate professionals
• List, market, sell, and appraise real estate with many built in tools
• Offer of Compensa$on and Coopera$on with Data Integrity, Rules, and Compliance
Subscrip$ons and Cita$ons
Data Licensing Partners
• Data Source and Warehouse for Market Region
• Internet & mobile providers license MLS Data
• Provide products and tools for agents & brokers
• Broker/Agent websites • Adver$sing & marke$ng • Video and virtual tours • CMA • Sta$s$cal analysis • Appraisal toolkits
Data Licensing Fee Schedule
Consumers • www.mlslis$ngs.com
• Real-‐$me property data • Integrated products such as WalkScore® and BuildFax®
• MLSSource® Mobile
• Na$onwide MLS Adver$sing PlaOorm
• NBC® Bay Area Home Finder
• Bay Area News Group
Online Adver$sing and Consumer Product Sales
Business PracIces “Anyone, Anywhere, AnyIme”
• Type & Status • Rela$onship management • Payment history
Subscribers & Data Licensing Customers
• Premium products • Training • Partner models • Compliance
Products & Services
• Feedback • Escala$ons • Product enhancements
Feedback Loop
• Broker office • Lis$ng agent • Selling agent • Lis$ng exposure
Subscriber ProducIvity
360° VIEW
Subscriber Self Service Self-‐Service Onboarding
Fees loaded from Zuora Product Catalog based on earlier subscriber applica$on selec$ons Payment Term selec$on here will be used to create Zuora subscrip$on
Subscriber Self Service Bill Payment
Subscriber Self Service Changing SubscripIon Term at Renewal
Subscriber Self Service Changing Payment Preferences & Auto Pay
Empowering Staff OriginaIng Invoices outside of Billing OperaIons
Empowering Staff Custom Invoicing with the Zuora Product Catalog
Empowering Staff Invoicing ConfirmaIon and Calls to AcIon
Empowering Staff
Leveraging Templates for Internal Efficiency and
Corporate Policy Consistency
Empowering Staff 360° Billing Access Across All Departments
Empowering Staff Invoice IntegraIon into Customer Support Cases
On the Horizon
• Enhanced Self Service Onboarding Wizard
• Expanded Integra$on with External Partners
• Z-‐Force® Turbo Sync turns Real-‐Time
• Z-‐Finance® & Z-‐Revenue®
Q&A
Thank You!
Jeremy Crawford Chief Opera$ons Officer