This presentation highlights the critical elements for a successful recurring revenue business, whether it is maintenance and service contracts, warranties or subscription revenues. It also highlights how usage data and predictive analytics can help significantly improve customer retention and up-sell/ cross-sell. An ideal solution for customer success management offered by ServiceSource
3. ServiceSource Acquires Scout Analytics
Leading provider of predictive analytics for
subscription businesses
Know More
2
ServiceSource Confidential Information
Sell More
Keep More
4. Market leader
Focused exclusively on recurring revenue for 13 years
Software
Hardware
LOCATIONS WORLDWIDE:
Networking
Industrials, Healthcare
& Life Science
Subscription
Revenue
$14.5B
Recurring Revenue
under management
47 seconds
A renewal is closed
200+
Engagements worldwide
3
ServiceSource Confidential Information
5. Big Shift in Customer Purchasing
Own
Use
In a Subscription Economy
Success Is Driven by Customer Usage
4
ServiceSource Confidential Information
7. Pay-to-Use Is Driving Growth in Subscription
Economy
Served
Market
6
ServiceSource Confidential Information
Unserved Market
•
•
•
•
Occasional Users
Seasonal Users
Financially-constrained Users
New Use Cases
8. The Subscription Economy Attraction
Customer
Lifetime
Value
(CLV)
Renewals
Initial
Sale
7
ServiceSource Confidential Information
TIME
9. The Subscription Economy Challenge
As Market Matures, Recurring Revenue Growth Flattens
Revenue
$
Customer
Acquisition
Rate
TIME
8
ServiceSource Confidential Information
10. Only Way to Maintain Growth in
the Subscription Economy
Maximize Customer Lifetime Value (CLV)
Usage Charges
CLV
($)
Cross-Sells
Up-Sells
Renewals
Initial
Sale
9
ServiceSource Confidential Information
TIME
90%+ of
Revenue Is
Guaranteed
After Initial
Sale
11. Secret of High Performing Subscription
Businesses
Revenue
$
Customer
Acquisition
Rate
TIME
10
ServiceSource Confidential Information
Understanding
and Monetizing
Usage
12. Usage Informs What Levers to Pull When
What are the
right plans?
Usage Charges
CLV
What is the next
best offer based
on value derived?
Cross-Sells
Is the service
underpriced
compared to usage?
Is usage
meeting
expectations?
How best
to drive
conversion?
Before
Sale
11
What is
time to
value?
Initial
Sale
ServiceSource Confidential Information
Did the customer
get good value
from the product
or service?
Up-Sells
Renewals
TIME
13. How Do You Get There
Scout®
Usage Data
Usage Capital™
Multiple Systems/Data Silos
Integrated Datasets
Uncorrelated
Actionable Insights
INACCESSIBLE
PROACTIVE AUTOMATION
10-15% Revenue Boost
Churn ê 50%
2x Profitability
12
ServiceSource Confidential Information
14. The Scout® PLATFORM
Scout®
PLAYBOOKS
AUTOMATE Engagement Plays
Scout®
HUB
Scout®
LINK
13
PREDICT Opportunities to Maximize CLV
INTEGRATE Usage and Subscription Data
ServiceSource Confidential Information
15. Scout® Drives Actionable Insights Across the
Enterprise
Renewals
● Trials
Cross-Sell
● Compliance
●
●
●
14
Customer Notifications
ServiceSource Confidential Information
E
NC
A
®
SC
MA OU
NA
Provisioning
● Usage Charges
●
Scout®
scout PLATFORM
PLATFORM
SCO
UT
FIN
Trials
CT
DU
RO ENT
T P GEM
●
MER
USTO
TC
S
OU CCES
SC SU
Advocate Nurturing
● Cross-Sell
●
SCOUT MARK
ETI
NG
SCOUT SALES
On-Boarding
● Adoption
●
●
Retention
Product Planning
● Rate Plan Monitoring
●
16. Scout Makes Your Existing Systems Smarter
scout PLATFORM
Scout®PLATFORM
E
NC
A
SCO
UT
FIN
ServiceSource Confidential Information
SC
MA OU
NA
15
CT
DU
RO ENT
T P GEM
®
MER
USTO
TC
S
OU CCES
SC SU
SCOUT MARK
ETI
NG
SCOUT SALES
17. The Scout Value Propositions
● Increase Renewal Yield
● Increase Up-sell and Cross-sell
● Increase Productivity
CE
AN
SCO
UT
FIN
ServiceSource Confidential Information
CT
DU
RO ENT
T P GEM
16
®
● Increase Retention
● Increase Account to
Manager Ratio
SC
M O
AN U
A
● Improve Timeliness
● Lower Cost of Billing
scout PLATFORM
Scout® PLATFORM
MER
USTO
TC
S
OU CCES
SC SU
● Increase Leads
● Lower Cost Per Lead
SCOUT MARK
ETI
NG
SCOUT SALES
● Increase Revenue Yield
18. Scout’s Proven Value
Power of Scout®
é 17%
Renewal
Yield
é 75% Trial Conversions
é 24% Rate Plan Performance
ê
17
ServiceSource Confidential Information
53% Reduction in Churn
20. Maximizing Recurring Revenue
Cloud Applications
Best Practice
Business Process
Scalable Expertise
Renewals Data
and Technology
Pay for
Performance
Selling on behalf of
customers, based on
performance
Support for the
renewals process
with applications,
tools, and a data
framework
we do it for you
19
ServiceSource Confidential Information
• Data Management
and Opportunity
Generation
• Sales Strategy and
Execution
• Generate Insight and
Optimize
Purpose-built
cloud applications
designed to increase
recurring revenue and
minimize churn
The only hybrid
solution that includes
Renewal Sales,
Customer Success, &
Enablement Services
we enable you
21. Enterprise cloud applications for Recurring
Revenue Management
Maximize subscription revenue
across the customer lifecycle
Purpose built system for
renewals management
Sales
Installed Base Mgmt
Marketing
Renewal Sales
Customer Success
Channel Management
Product Management
Sales Operations
Finance
Analytics
20
ServiceSource Confidential Information
23. Customer Success Management
Reduce customer churn with proactive outreach
Drive customer satisfaction with a high-touch
engagement model
Increase upsell and cross-sell through value selling
Improve product offerings with customer feedback
22
ServiceSource Confidential Information
24. Customer Success Management
Powered by Scout
New & Enhanced
Capabilities
Results
• More targeted and
productive conversations
• Increased customer
lifetime value
• End user usage analytics
• Broader end user
adoption
• Feature discovery
• Customer advocacy
• Overage notifications
23
• Increase use of sticky
features
• 100% customer outreach
ServiceSource Confidential Information
25. Recurring Revenue Management
Retain
Renew
• Onboarding
• Sales plays
• Upsell
• Training
• Channel Mgmt
• Cross-sell
• Advocate nurturing
• Playbooks
• Compliance
tracking
• Save plays
24
ServiceSource Confidential Information
Grow
26. Solution offerings for traditional, SaaS &
mixed businesses
Retain
Renew
Grow
Maintenance
Warranties
Support
Subscriptions
25
ServiceSource Confidential Information
27. Complete solution for
Recurring Revenue Management
Managed
Services
Professional
Services
Renewal Sales
Customer
Success
Enablement
Implementation
Training
Data Services
Applications
Renewal management and
analytics
26
ServiceSource Confidential Information
Predictive analytics for
subscription businesses