Evolving Role of Payments in a

Customer Centric WorldWorldpay - Rethink

The shift in the revenue modelTraditional Software Licensing Business Model

One-time Sale of Software

Success Depends on Sale of Software Copies

CAPEX Model

Software-as-a-Service Business Model

Recurring Revenue Relationship

Success Depends on Number of Customers

OPEX Model

And this has resulted in industry buzzwords such as

Customer Success

Customer ROI

Product ROI

Product Focus

So What Role Do Payments Play In This?

Pricing - an integral component in any recurring revenue relationship

… And in SaaS, it’s tricky! The shift from CAPEX model to OPEX model is driving the shift in how products are priced and customers are acquired.

The ability to accept frictionless payments globally is an essential component

… And any friction here will lead to customer churn

Ingredients of Operational Hygiene in Frictionless Payments

The ability to - assess risk - graceful recovery from payment failures - accurate revenue management

Customer Support

Product Familiarisation

Product Experience

Product Purchase

Customer Experience

Billing

Payments

Thank you!