Lower third quarter losses and higher revenues brought some year-end cheer to Zuora as CEO Tien Tzuo argues that the shift to subscription models renders traditional notions of front and back office as “a little bit dated”:
That division made a lot of sense when you were shipping product. The front office sold the product; the back office fulfilled it, accounted for it, collected for it. It’s a very product-centric view of the world.
If you look at the companies that [have] always been subscription businesses – for example, the telecom companies – they don’t look at it like that. They start with the customer and they build great subscriber experiences for those customers. And those subscribers experiences have to span the front office and they have to span the back office, whether it’s calling the call center