Posts Tagged ‘industry trends’

The Future Really IS Now!

Monday, September 26th, 2011

I’m literally sitting on a beach in Southern Greece and the reality of the new order hit me!

For context, I’ve been truly blessed to come to this slice of heaven on earth for 35+ years.  The first time I came here, the people of this tiny village of Kyparissi – my ancestral home – had running water and electricity installed in their homes just two months before my arrival. TWO MONTHS!!  There were 3 phones in the entire village, no newspapers and not a scent of TV.  It was another world, completely disconnected from civilization, which had its benefits in hindsight.

Fast forward to today.  As I sit on the beach with my MacBook Pro, iPad and iPhone, easily connected to the world around me, it fully dawns on me.   The entire world has converged and it’s ALL about the relationships I have with my providers.   Everyone here now has a cell phone, there is Wi-Fi, and I found myself not only able to work productively more than 7,000 miles from home but still have access to the entire world, effortlessly….a far cry from my first visit.

Through the digital merchants with whom I have relationships — SF Chronicle, The Economist, Symantec, HBO, DirectTV (both directly and through SlingBox), YouSendIt, Vimeo, WordsHD, Facebook, Sports Ilustrated, Netflix (dang, not quite, as they don’t have global coverage as yet), IM and Yammer — it’s as though I’ve been teleported here and haven’t skipped a beat.  The only differences are the language spoken and the fantastic food.

I’m a captive audience of one; open to cross-marketing, campaigns and promotions, if these merchants only knew I was a customer across them all.  Could there be an offer from SI that may keep me from canceling my HBO subscription, now that Entourage is over forever?

It is all, candidly, refreshing but also a bit saddening, as there is truly ‘no escape’ any longer.  But with the media always clamoring about ‘the future’, I realized the future is NOW!  The Internet and technology, leveraging our digital merchant friends, have transformed the world into a village…thankfully, with running water and electricity.

Subscription Billing’s Opposing Forces

Monday, December 6th, 2010

When going to market using subscription billing there are three diametrically opposed forces fighting you, the person who owns the active subscriber count as you try to acquire and retain the most customers possible. These forces are PCI, Account Updater, and customer data ownership. I want to focus on the balancing act between the first two.

These days, one of the primary mechanisms (other than using something like HOA on CashBox) to lowering the compliance burden and the actual risk of card disclosures is to use tokenization of those cards from your merchant acquirer, or gateway. Tokenization is simply an infrastructure at, for example, your gateway that will take the card you obtain from your customer on your checkout page, encrypt it for storage in their database, and hand you back a ‘handle’ to that card for future use. It doesn’t remove much of the compliance burden as credit cards still flow through your webserver and thus you still have to fully comply with PCI, but it does lower the risks of actual disclosure and shrinks the scope of your compliance efforts.

A surprising number of merchants are unaware of or don’t implement Account Updater, which is available from Visa and Mastercard in North America and some of Europe (Visa’s overview.) Account Updater functions in two ways. The primary way will automatically send card changes for customers that you’ve billed in the last six months to you so that you can seamlessly update their card before a billing event. The alternative way is for you to either proactively or after a billing failure ask if there has been an update on any given card. We’ve found that the absolute best result is to run Account Updater in both modes and spend time optimizing the latter mode for specific billing plan frequencies.

Unfortunately, the requirements of Account Updater and its impact on customer retention are at odds with the requirements of tokenization in support of PCI. Most of the tokenization projects at the various vendors do not take the product requirements of Account Updater into consideration. How does one query the Account Updater service for the new card that may have replaced the one that failed when all you have is a handle to the old card? Unless your vendor has specifically added this to their tokenization implementation you are hostage to their product roadmap to save some significant percentage of subscriber churn. When you recall that few vendors are focused on the challenges of digital content and services with subscriptions, and instead get the bulk of their revenue from one time purchase physical goods merchants it makes sense that these tokenization projects have usually not addressed Account Updater functionality.

At Vindicia, we’ve built CashBox to both take you completely out of the PCI compliance burden with HOA and to directly and richly implement Account Updater with our merchant acquirer partners. We’ve also made the commitment to you that your customer data is yours should you want to move on. Once you experience the revenue increase we deliver through increased customer retention, we doubt you will. But that commitment is there to help end the tension between customer data ownership and tokenization as well – which is something I’ll touch on in a later post.

Customer Data Ownership

Monday, August 9th, 2010

New companies are being formed every day – here in Silicon Valley, we see a lot of activity and buzz around all of the companies that are creating the next big thing. This is always exciting to follow, but for us here at Vindicia, it is doubly interesting. We take note of the business models and the target markets for these startups as we’ve built our business on meeting the needs of companies selling digital goods online to consumers. One trend we’ve been seeing lately is a sharp growth in the number of consumer-focused startups. This is great, but as many players are new to accepting direct payments from consumers, considerable thought should be given to the business strategies and how to be successful both near- and long-term.

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Viva the Internet TV revolution

Friday, June 4th, 2010

Bill Gurley recently wrote an in depth blog post lamenting the overly anxious technologists who were foretelling the demise of cable and satellite TV.

Bill makes a host of very good points about the $32 billion at risk and the depth of the channel conflict. I had this point repeated to me by someone who has long been a part of the television business and he added how the even more widely split rights packages would lead to even more stickiness in the coming video channel transition.

However, the Services Tsunami is not going to spare television and movies.

I reminded the individual in question that I heard every single head of the major recording companies tell me how dis-intermediation was not going to happen on their watch. At the end of the day, the only senior record people gone from the industry left because their company was sold to someone else because of the consolidation caused by the Services Tsunami.

I think the item missing from Mr. Gurley’s analysis is the base practical argument. Today, when the television goes down in my home, as a DVR hard disk crash recently caused, there is no real panic. We move comfortably to either the Wii or Roku and Netflix to offset toddler television demands. However, when the internet is down for as little as an hour, for whatever reason, there is a sense of panic.

Most consumers will scream far more about a DSL or cable modem outage than a video satellite out of alignment outage.  Once IP connectivity is superior in each consumer’s life, then the tsunami is pulling the tide far past mean low water.

There is an Average Revenue Per User (ARPU) argument of which I’m suspicious. The argument goes something like this: IP is subsidized by television content or Plain Old Telephone Service (POTS) and thus the current cost of broadband is artificially low. That may be true, but everything I see shows that actually quick (5Mbp+ or 1080p capable) broadband is worth more than $30 to consumers. Turning off POTS and satellite/cable is a wonderful proposition to many of the folks with the most disposable income. I’d rather buy a UPS and a generator for when the power goes out.

Add in the demographic shift – my children have a hard time understanding why the TV in a hotel isn’t on demand – and the consumer pull really doesn’t care at the end of the day what the $32 billion reasons against adoption of television over the internet to PC equivalent means to them. To those consumers it means easy access to the DVDs or Blu-Rays they ripped so the kids don’t scratch them up.  It means on-demand access to sports, movies and their few favorite brands (Mythbusters, Top Gear, American Experience, NOVA, and The Pacific are some of mine – No Reservations, Simpsons and agreement on American Experience and NOVA are my wife’s.). Excluding the indirect subscription business of HBO, I care little about what channel those brands use to get to my HDTV. My DVR has taught me not to care and I can’t wait to not have to think about using a DVR to mimic what Boxee.tv will deliver me. Further, don’t get me started on how hard it is to immediately move that which I find on the web to my HDTV to watch with my wife or my whole family.

Boxee Boxes, iPads, and a storage system are far more functional for my whole family. Why would I keep paying $60 to $100 for less functional video? MLB and NHL have made the switch. Boxee was a superior NCAA Basketball Tournament experience this past spring . I’m not the only one thinking about cutting off my DirecTV soon and I’m more than happy to spend more on a faster link. Too bad no one wants to offer me that, but luckily my neighborhood DSLAM will get me to 720p comfortably and usually 1080p as well.

$32 billion is a wonderful market to cut in half while enhancing the consumer experience. Viva the Internet TV revolution.

Dangers of Half-Sourcing Your Billing System

Monday, May 3rd, 2010

Accepting payments online is complicated, especially for companies selling digital goods and services. Because of the complicated nature, it seems like every day there is a new startup that is trying to revolutionize the industry with a new payment method, or billing solution to make accepting traditional payments less complex. Because of this, we are talking to more and more companies that are confused or that have been burned by choosing the wrong billing system.

Background

Let’s talk a little about what it takes to process payments online. The graphic below shows the major components necessary for a company to manage their customer’s billing plans, allow them access to the service, store their payment information and bill them on a regular basis through subscriptions or one-time purchases.

Digital Payments Landscape

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