CASE STUDY ANALYSIS ON

INTUIT

COMPANY OUTLINE

Intuit Inc. is an American software company headquartered in Mountain View,

California

• It was founded in 1983 by Scott Cook and Tom Proulx• Develops financial and tax preparation software and related services for small businesses, accountants and individuals.

• Developer of the best-selling software products such as Quicken, QuickBooks, TurboTax, etc.

• Number of Employees :- 7,700 (2015)

JOURNEY OF INTUIT

SERVICES ACCESSIBLE

SWOT ANALYS

IS

LET’S ANALYSIS IT….

STRENGTHS

High Focus on R&D Product development according to the consumer’s needs User Friendly products Positive word of mouth from the loyal consumers which in turn helps in publicity of the products

WEAKNESS

Unable to expand in geographical markets

THREATS

Dynamic market where technology becomes obsolete very quickly which may lead to more rigorous market study and keeping up with the environment continuously.

OPPORTUNITIES

Focus on SMEs and younger consumers Strategic Acquisitions

TRADITIONAL ORGANIZATION CHART VS

MODERN CUSTOMER - ORIENTED ORGANIZATION CHART

Traditional Organization Chart Modern Customer-Oriented Organization Chart

Top Management

Middle management

Frontline people

Customers

Customers

Frontline people

Middle management

Top

Management

MARKETING STATERGIES

Over the period, the marketing strategies of Intuit has evolved but the most effective marketing tools for the company are the positive word of mouth, exceptional customer care service and user friendly software

Also, Intuit has recently started doing digital marketing exercises with its increasing presence on social media web sites such as Facebook, Twitter and LinkedIn. Marketing Strategies

Intuit spends a significant amount of time and money on consumer research each year and they state that it is “critical for Intuit to know exactly how customers use and feel about their products” because of the nature and pace of technology, the shifting customer and consumer needs, and the competitiveness of the industry

Intuit uses site visits, lab studies, and remote studies to keep pace with the consumer

Without this spend on research, Intuit might not have kept up with these changes

This has work so well for the company because they understand what the consumer wants and improves their product well accordingly to the information they have

ELABORATE ON INTUIT’S USE OF CUSTOMER RESEARCH

Why Did It Work So Well For The Company?

Building Customer Value, Satisfaction, and Loyalty is one among the important function of customer research. Creating loyal customers is at the heart of every business. As marketing experts Don Peppers and Martha Rogers say. The only value your company will ever create is the value that comes from customers—the ones you have now and the ones you will have in the future. Businesses succeed by getting, keeping, and growing customers. Customers are the only reason you build factories, hire employees, schedule meetings, or engage in any business activity

“Without customers, you don’t have a business”

• Identify your customers

• Differentiate customers in terms of1) their needs and 2) their value to your company

• Interact with individual customers to improve your knowledge about their individual needs and to build stronger relationships

• Customize products, services, and messages to each customer

DEVELOPING CUSTOMER VALUE, SATISFACTION AND LOYALTY

In August 2008, Microsoft announced that it would stop releasing a new

version of Money each year and had no version planned for 2009• The company also announced that it would no longer ship boxed versions of Microsoft Money to retail stores and would instead sell the product only as online downloads

• On June 10, 2009, Microsoft announced that it would stop developing

Money, would stop selling it by June 30 that year, and would continue

supporting it until January 31, 2011• The company cited the changing needs of the marketplace as the reason for Money's demise, stating that "demand for a comprehensive personal finance toolset has declined."

DISCONTINUATION OF MICROSOFT MONEY

• We think that Intuit as Two scenarios after Microsoft leaving the market

• There is a positive scenario, where Intuit can become the leader in its field, with most market share. This means to continue as they have done until now, being leaders, innovators and using its strategy of investment in research with customers

• There is also a negative scenario, if they reduce or remove the research funding and research efforts. They could end up in the same way as Microsoft Money ended. Because competitor's are temporary and competition is permanent

• We think it would benefit them if they continue to follow the same strategy

Could anything go wrong for Intuit now that it has beaten out Microsoft?

Why or why not?

Intuit has already made dramatic and substantial steps in gauging the younger consumers by :

• Increasing its presence on the social networking sites so that it could reach out to more possible younger consumers

• Identifying bloggers to write & share blogs and then classified each blog post according to velocity, share of voice, voice quality and sentiment of the blogs

These are ground-breaking classifications, understanding and interpreting this data is the key to gauge the research of the younger consumers.

HOW SHOULD INTUIT GAUGE THE RESULTS OF ITS RESEARCH AMONG YOUNGER CONSUMERS WITH MOBILE DEVICES?

REVENUE SEGMENT INTU

Accelerating to the cloud, increasing connected services, and pushing global expansion comprise three major priorities Intuit's management will pour resources into during the coming years

After a rather significant hiccup last year in the “INTU” symbol, it appears that for now, investors have regained faith in this long-term business roadmap.

FACTS AND FIGURE ABOUT THE STOCK

R&D (RESEARCH AND DEVELPOMENT)

STEPS TAKEN BY INTUIT

• Increasing its existence on social networking sites

• Recognising bloggers to write & share blog

• Classification of blog post according to velocity, share of voice, sentiment & quality

• Getting higher its mobile solutions

• Classification of blog column according to sentiment & excellence of blog

INTUIT’S MANTRA FOR SUCCESS

Adverse Customer Research

Products planned keeping the consumer in mind

Extraordinary spending on R&D

Emphasis on Small & Medium Level Enterprise (SME)

Buyer Loyalty

CREATED BY SHUVAM SINHAINTERN-UNDER SAMEER MATHUR IIM-LUCKNOW