How Software Companies are Profiting by Offering Recurring

How Software Companies are Profiting by Offering Recurring Billing Services Online More data on this topic available from: : Lyn Tran Director of Product Management - Online Platform Consumer Products and Solutions Symantec Corporation Tuesday, May 8, 2007

Product Line Up Norton Anti. Virus Norton Internet Security Norton 360 More data on this topic available from: : Norton Confidential Norton System. Works © 2007 Marketing. Sherpa, Inc. This presentation is not for distribution. Thank you. Norton System. Works Premier 2

From Software to Service Ø The transition from Internet Security Software to Internet Security Service is driven by: Evolving internet threat landscape § Customer needs and expectations § Ø More data on this topic available from: : Always-on, always-current protection from the industry leading internet security provider © 2007 Marketing. Sherpa, Inc. This presentation is not for distribution. Thank you. 3

Acquisition and Retention Ø Customer reach Ø Direct § Partner eco-system § Ø Business models by segments Online § Retail § ISP § OEM § Customer choice Renew § Auto-renewal § Up-sell § Ø More data on this topic available from: : Delicate balance of Ø Business models by geography The right communication mix § Communication frequency § © 2007 Marketing. Sherpa, Inc. This presentation is not for distribution. Thank you. 4

Subscription and Up-sell Offerings More data on this topic available from: : © 2007

Interstitial Offerings More data on this topic available from: : © 2007 Marketing. Sherpa,

Automatic Renewal Offering More data on this topic available from: : © 2007 Marketing.

Automatic Renewal Notification Timely communication and reminder More data on this topic available from:

Turning off Automatic Renewal Customer Choice! More data on this topic available from: :

Global Solutions and Services Ø Think globally, act locally: § § § Languages Currency Payment methods Offerings & Merchandizing Pricing Partnerships More data on this topic available from: : Ø 24 languages in 50+ countries © 2007 Marketing. Sherpa, Inc. This presentation is not for distribution. Thank you. 10

Key Considerations Ø Customer communication and management Timely and repeated communication § Balance value proposition with customer choice § Precise documentation of customer communication history § Well managed chargeback and refunds § Billing Intervals Ø Card Updater Service Ø Compliance Ø More data on this topic available from: : PCI § SOX § SAS-70 § © 2007 Marketing. Sherpa, Inc. This presentation is not for distribution. Thank you. 11

What’s New In Payment Management Over Last 12 Months? Ø PCI Levels of compliance § Audits happening to merchants § Implications, penalties for not being PCI compliant § Master. Card Excessive Chargeback Program Ø Increased use of stored value cards Ø 3 questions to ask your Finance Department Ø More data on this topic available from: : PCI § Chargeback rate § Chargeback mix coming from affiliates? § © 2007 Marketing. Sherpa, Inc. This presentation is not for distribution. Thank you. 12

Critical Success Factors Simple, flexible, configurable designs and solutions Ø Customer centric design and solutions Ø Know your customers § Understand their preferences § Simple options § Balanced customer communications Ø Continuous and iterative optimization of customer experience and offerings Ø Key metrics Ø Support tools Ø More data on this topic available from: : © 2007 Marketing. Sherpa, Inc. This presentation is not for distribution. Thank you. 13

Thank You Lyn Tran Symantec Corporation lyn_tran@symantec. com Gene Hoffman Vindicia, Inc. hoffmang@vindicia. com More data on this topic available from: : © 2007 Marketing. Sherpa, Inc. This presentation is not for distribution. Thank you. 14