Empowering your renewal sales teams

Presented by:

Elaina Stergiades, IDC

Jim Dunham, ServiceSource

March 18, 2014

Today’s Moderator

Christiana Rattazzi

Sr Manager, Product Marketing

ServiceSource

Today’s Presenters

Jim Dunham

SVP, Product Management

ServiceSource

Elaina Stergiades

Research Manager, Software Support Services Program

IDC

Poll Question

A Making sense of the data to empower my teams to act-on and close renewal business

B Working through the lack of reporting and performance metrics for my teams

C Figuring out how to enhance my existing CRM/ERP investment with renewal capabilities

D We’re launching a subscription or cloud offering and are struggling with infrastructure

E Other

Which challenge do you face most often with your recurring revenue business?

Recurring Revenue Management: Opportunities and Challenges in 2014

Elaina Stergiades

Research Manager, Software Support Services Program

IDC

Industries in transition

The rise of the third platform

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IDC’s “four pillars” of industry

transformation

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Analytics

Social Cloud

Mobile

Moving to the third platform

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ICT

Innovation

1985-2005

ICT

Innovation

2005-

2020+

The rise of recurring revenue

Enterprises are looking for new revenue streams

Expanded delivery models can offer improved customer experience

Consumers and enterprises are demanding new purchasing models across products and industries

Pricing and packaging flexibility increasingly important

Very attractive for investors and Wall Street

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A new road in the IT market

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Transitions in other industries

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Managing recurring revenue

Challenges and opportunities on the third platform

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Recurring revenue:

Opportunities Challenges

Stable and predictable revenue stream

Long-term customer relationships

Access to real-time customer experience data

Ongoing data collection and analysis can help improve customer experience

Customer intimacy can enable upsell/cross-sell

Complexity of recurring revenue model

Improving and expanding customer experience

Volume of data and transactions can increase dramatically

Integrating and analyzing disparate datasets

Hands-on customer management critical

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Essential guidance

Best practices in managing recurring revenue

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What to look for in a recurring revenue

management platform

Comprehensive revenue management solution

Flexible, agile and scalable

Integrated data management capabilities

Advanced features for analytics and metrics

High performance, reliability and disaster recovery

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Poll Question

A We have a custom or tailored system for renewals

B We pull data from CRM, ERP and other systems and manage in Excel

C We’ve modified our CRM to manage renewals

D We auto-renew everything

E Other

How are you managing renewals today?

Empowering your renewal sales teams to optimize recurring revenue

Jim Dunham

SVP, Product Management

ServiceSource

We are the market leader Focused exclusively on recurring revenue for 14 years

Software Hardware Networking Industrials, Healthcare & Life Science

Subscription Revenue

$14.5B Recurring Revenue under management

47 seconds A renewal is closed

LOCATIONS WORLDWIDE:

200+ Engagements worldwide

Recurring revenue is fundamentally different from new revenue

18

New revenue

• Data gathered along the way

• Minimal data needed to close

• Forward facing process

Recurring revenue

• Existing customer data

• High volume

• Data lives in disparate systems

• Perishable – expiration date

• More opportunities to optimize and gain predictability

Renewal sales team challenges

It’s a volume problem

It’s a timing problem

It’s a data problem

19

Capture more of your perishable revenue

ERP CRM

Recurring Revenue Gap

20

Capture more of your perishable revenue

• Sales execution

• Actionable insight

• Renewal ready data

ERP CRM

21

Empowering renewal sales teams

Optimized sales execution

• Right sales play at the right time

• Immediate focus on the next best action

• Task prioritization for more selling & less admin time

Dynamic sales management

• Instantly implement new strategies

• Prescriptively address high-value deals

• Metrics to identify renewal trends and maintain satisfied customers

Combined revenue visibility

• Accurately understand customer installed base

• Coordinate upsell, cross-sell and renewals

• Single, consolidated interface through Salesforce

Demo

Questions?

Poll Question

How well did the material presented in this webinar meet your needs? 1 2 3 4 5 How would you rate the knowledge of the presenters? 1 2 3 4 5 How likely are you to attend another ServiceSource sponsored webinar in the future? 1 2 3 4 5 Which material was of most value to you? - Emerging Trends, presented by Elaina Stergiades - Empowering Renewal Teams, presented by Jim Dunham

Thank you!