ServiceSource Corporate Blueprint Presentation

Presentation TitlePresentation Subtitle

8/21/2014

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XaaS TraditionalCustomer lifetime value mostly occurs post-sale Customer value heavily weighted to initial sale

High risk of churn—very easy for customers to switch

Minimal churn in 1 or 3 years (depending on contract length)

Analytics that span traditional and subscription required

30-40 percent of value from recurring sales

The XAAS economyComparing traditional and as-a-service

2

Economics

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XaaS TraditionalWant to rent, not buy Heavy investment in initial sale

Need clear value Often unsure of product usage

Will quickly switch providers Minimal churn in 1 or 3 years (depending on contract length)

Convenience is top of mind Continued service top of mind

3

CustomersThe XAAS economyComparing traditional and as-a-service

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Transition hard earned customers to new business models

Churn ranking Data management Advocacy

Customer lifetime value

Renewal function moves from administrative to strategic

Predictive, segmentation

Cross and upsell

Pricing and value creation

Channel management different and emerging

Analytics that span traditional and subscription required

Price optimization

As-a-service shifts

4

Acquire Retain Renew Grow

5 ServiceSource Confidential Information

Blueprint for success

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