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!