OUR ZUORA COMMUNITY Marlene Lee Summers VP, Global Support Agenda - PowerPoint PPT Presentation

OUR ZUORA COMMUNITY Marlene Lee Summers VP, Global Support

Agenda What is the Zuora Community? Benefits of the Community Integrations Specialized Programs An Introduction to Zuora Walk-Through Demonstration Next Steps

WHAT IS THE ZUORA COMMUNITY? The Destination for Our Customers and Partners Discover "just-in time solutions" to questions through knowledge ● sharing and collaboration Contribute and vote on product ideas ● Learn about new product releases ● Power your subscription business and grow your Zuora expertise ●

COMMUNITY ROLES ZUORA ROLES CUSTOMER ROLES Community Manager ● Customers ● Global Support Agents ● Partners Implementers ● Product Managers ● Integrators ● Subject Matter Experts (ZMEs) ● Subscribers ● Customer Success Managers ● Zuora Employees ●

BENEFITS OF COMMUNITY

Benefits to our Customers Self-Service Support Product Innovation Promote Updates Solutions when you need Offer and vote on ideas to Awareness about new them - from Zuora, your impact product roadmap features, benefits, value peers and the world & application updates

Benefits to Zuora Brand Identity Ticket Deflection Content Aggregator Cost per Support Ticket = $50 Integrated visual Bring together sources of Reduce tickets = Save $$$ experience with corporate knowledge and branding information

INTEGRATIONS

Zendesk Integration – How It Works No Ticket Post Ticket Answer Answer Response Answered Accepted Created Created Posted Post created by a Zendesk ticket Answer goes back to Answer is auto- Post has no initial Support answers non-prospect or automatically Community as a selected as accepted response within Zendesk ticket non-admin user created response answer 48 hours

Knowledge Center - Federated Search

SPECIALIZED PROGRAMS

User-Targeted Programs Encourage Collaboration in the Community 1. REPORTING LA PROGRAM Develop and foster the private Business Insights Limited Availability Program board for tenants to share ideas, provide feedback and receive updates on the latest releases and feature updates. 2. PARTNER COMMUNITY INTEGRATION Identify Partners in the Community to collaborate, contribute and showcase skills to Community members and be guided into a position of self-service. 3. USER GROUPS Allow user focus group participants to give additional feedback and ask questions from their experience.

ABOUT USER GROUPS USER GROUP REGIONS WHAT TO EXPECT • New York • Live events • San Francisco Bay Area • Connect & collaborate locally • Boston • Keep the discussion going post-event • London • Stockholm • Paris • Munich • Virtual Group

USER GROUP SHARE YOUR EXPERTISE Are customers overlooking key elements? Write a “Best Practice” post PARTICIPATION JOIN THE DISCUSSION See a post on a familiar topic? Chime in and share your knowledge SHARE YOUR IDEAS & FEEDBACK Share a feature request or Create a FAQ post There are several ways to engage in GIVE KUDOS TO INSIGHTFUL POSTS Community User Groups Register, subscribe to announcements and participate in the Community

ZUORA COMMUNITY AT SUBSCRIBED

LUNCH-AND-LEARN “Community Kickoff” Training Case Study: Zendesk HANDS-ON Walk through Registration ● COMMUNITY TRAINING Post & Search for Ideas/Questions ● Subscribe to Boards ● Engage with others (Kudos, etc.) ● Provides Opportunity to... Build connections ● Interactive demonstration of the Put a face to the product ● Community’s value to Customers who Give direct input to PMs, Support ● are eager to receive training Share Community experiences ●

Case Study: Zendesk SUBSCRIBED Zuora Community Booth COMMUNITY BOOTH ● Positioned next to event registration for attendees to also register for the Community ● Provide Zuora-branded swag only available at our Community booth ● New Community badge for Community registration on dates Every attendee should leave of Subscribed 2016 Subscribed 2016 as a registered Community member

WALK-THROUGH DEMONSTRATION • Login/Registration • Searching for Posts • Discussion Forums • User Groups • Announcements • Posting Messages • Bookmark/Subscribe • Private Messages • Ideas • Reporting Posts

Register Today Community.Zuora.Com