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