Ecommerce Motion

Attributes

Business Goals

Self-service and e-commerce are key levers to the success of our business (also now part of Top Cross-Functional Initiatives). They drive customer satisfaction and adoption, deliver GTM efficiency, assist in channel development and ultimately, expand our revenue and improve our position in the market.

As the demands of the business grow in complexity and the areas that self-service touches increase, it will be crucial for us to align on one, common self-service strategy.

The goal of this group is to ultimately define the most effective way to deliver on self-service and bridge the gap between where we are today and our long-term vision and objectives.

note: Zuora SSOT is a prerequisite of any system changes coming out of this working group. Following through on this work enables us to scale and iterate more efficiently, even if we were to recommend leveraging a COTS solution.

Prerequisites

we’ve identified some prerequisites that must be complete before pursuing a recommendation from this working group. These items have prevented significant progress thus far and will only make matters worse if not addressed prior to additional investment (either build or buy)

Exit Criteria

1. Identification and prioritization of all prerequisites on appropriate team roadmaps (WG will not cover delivery/execution)
2. Recommendation on how to deliver long-term objectives, including assessment on build vs buy.
3. Propose and Open additional roles to execute on ecommerce integration work

Timeline

Path 1 (2022-02-02 > 2022-02-18) - 2 weeks

1. Defined long-term / future-state of the self-service business needs across all teams and departments in a JTBD framework collaborators input doc
   1. Kazem Kutob
   2. Omar Fernandez
2. Define current state of self-service capabilities doc
   1. Omar Fernandez
   2. Alex Martin

Path 2 (2022-02-18 > 2022-04-08) - 7 weeks

1. Translate wishlist into feature families and capabilities consumable by vendors and cover any other technical components
   1. Bryan Wise and Mark Quitevis
   2. Kazem Kutob
   3. Jerome Ng
2. Receive input from vendors (and CustomersDot) on capabilities
   1. Bryan Wise and Mark Quitevis
   2. Jerome Ng
3. Build high-level estimate of integrations requirements and timeline
   1. Jerome Ng

Path 3 (2022-04-08 > 2022-04-19) - 2 weeks

1. Recommendation on how to deliver long-term objectives, including assessment on build vs buy.
   1. Justin Farris

Out of Scope

1. We will not be performing a deep RFP and vendor assessment and selection as part of this exercise
2. Aligning on cross-functional values and operating principles to deliver on e-commerce is out of scope in this WG, but such work may follow in a different format in the next phase

Roles and Responsibilities

Contributors

DRIs held accountable to deliver on the exit criteria. Required to attend syncronous discussions and collaborate with reviewers to collect input and feedback. Similar to Responsible and Accountable in a RACI framework.

Collaborators

Stakeholders with business requirements or domain expertise who will provide input to contributors. No need for regular or syncronus attendance, will engage async with contributors as appropriate. Similar to Consulted and Informed in a RACI framework.

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