infovision 2011 key note delighting customers through data, vijay anand, vp, intuit
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Infovision 2011 Key Note Delighting customers through data, Vijay Anand, VP, Intuit http://informationexcellence.wordpress.com/2011/10/28/infovision2011-presentations/TRANSCRIPT
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Delighting Customers through Data
Vijay AnandIntuit India
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© Intuit
Mission: why we exist as a company
Financial… making & saving money, grow & profit
“Better Money Outcomes”
Productivity… turning drudgery into time for what matters most
Compliance… without even having to think about it
Confidence… from the wisdom & experience of others
To be a premier innovative growth company that improves our customers’ financial lives so profoundly…
they can’t imagine going back to the old way
…and those who serve them
We serve these end customers
Consumers Small Businesses
Accountants FinancialInstitutions
HealthCare
Players
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© Intuit
Core capabilities: how we differentiate…
• Deliver the customer benefit• They actively use• They proactively recommend
Intuit applies two core capabilities to delight customers…
Customer Driven Innovation
Design for Delight
Love Metrics
Customer Driven Innovation
That We Can Solve Well
And Build Durable Advantage
Find An Important Customer Problem
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© Intuit
Proven formula: talented & engaged employees
4
Most Admired: Software Industry
Fortune Top 100 Places to Work
Strong Employee Engagement
Best in Class = > 84%
World Class = > 93%
7875 76
83 84 83 8379
82
70
80
90
100
FY03 FY04 FY05 FY06 FY07 FY08 FY09 FY10 FY11
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© Intuit
Help small businesses be 20% more profitable… Customers
revenues ~20% of U.S. GDP, pay 1 in 12 American workers
Help people get the maximum tax refund…
$33B in tax refunds,1 out of every 3
tax returns e-filed
Help families put up to $1,000 back in their pockets… $550M in consumer savings identified to
date
Help accountants be 20% more productive today…
Serve half of all accounting firms
Improving
Lives50M
Improve FI profit per customer by 20%… IB customers equal to the 5th
largest U.S. bank
5
~
Proven formula: lots of delighted customers…
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© Intuit
Deliver the Customer Benefit
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© Intuit
Never Enter Data
Taking a photo of my W-2? Wow!
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© Intuit
SaaS Customer Experience Touchpoints
Acquire Shop Use Buy
8
Prospect Visitor User Payer
Today’s Focus
• Use data is application navigation behavior• Buy data gives us conversion ratio = # bought/# users
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© Intuit
Enable Repeat Use
Visit
Try
Repeat
Decide to visit
Decide to try
Decide to come back
Decide to buy
100%
10%
2%
1%
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© Intuit
ICICI Money Manager
10
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© Intuit
Just Do It For Me
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© Intuit
Fasal – Price Discovery for Indian Farmers
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Thank [email protected]