cer johoventures-mariamccann 2014
TRANSCRIPT
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The CFO EXPERIENCE
Maria McCannFounder & Chief Venturer
Lessons for getting CX on
the Balance Sheet
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We help Organisations make practical use of the
digital space to improve their customer and
employee engagement.
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55% of Organisations will compete
primarily on Service by 2020Economists Intelligence Unit
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ROI based solely on market
relationships with customers
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#1 Include Social Economics
in the ROI.
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#2 Organisational Values will
influence success.
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The VAT
(Values Acid Test)
Is the Organisation obsessed with them
Are they still relevant in the most
disruptive times
Is the Organisation willing to sacrifice
short term profits to honour them
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#3 Make the CFO your
‘first follower’.
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#4 Build a community,
not a department.
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#5 Don’t ask for a budget.
Create one.
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#6 It's not just about the
numbers.
Harvest the ‘wow’ stories.
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#7 Customer Data has tradable value.
Customers expect us to use it well.
So do CFOs!
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KPCB Internet Trends 2013
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#8 Customers like achieving goals.
CFOs like customers achieving
their goals.
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#9 Manage your CFO's
expectations on a relevant
mix of metrics.
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Others to Consider
ARPU
Net-Value
Engagement
Reputation Index
Data Equity
Popular Metrics
NPS
C-Sat
Customer Effort
Customer LTV
EBITDA
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#10 Use Marginal Gains to
Succeed quickly, Fail quickly
and Move on.
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Good Luck with your own
Ventures!
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Questions?