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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/

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Infovision 2011 Key Note Delighting customers through data, Vijay Anand, VP, Intuit

  1. 1. Delighting Customers through Data Vijay Anand Intuit India
  2. 2. Mission: why we exist as a company 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 We serve these end customers “Better Money Outcomes” Financial… making & saving Consumers Small Businesses money, grow & profit Productivity… turning drudgery into time for what matters most …and those who serve them Compliance… without even Health having to think about it Financial Accountants Care Institutions Players Confidence… from the wisdom & experience of others © Intuit
  3. 3. Core capabilities: how we differentiate… Intuit applies two core capabilities to delight customers… Customer Driven Innovation Design for Delight Customer Driven Innovation Find An Important That We Can Solve Customer Problem Well And Build Durable Advantage Love Metrics • Deliver the customer benefit • They actively use • They proactively recommend © Intuit
  4. 4. Proven formula: talented & engaged employees Most Admired: Software Industry Strong Employee Engagement 100 World Class = > 93% 90 Best in Class = > 84% 83 84 83 83 82 80 78 79 76 75 70 FY03 FY04 FY05 FY06 FY07 FY08 FY09 FY10 FY11 Fortune Top 100 Places to Work © Intuit 4
  5. 5. Proven formula: lots of delighted customers… Improving Help families put up to $1,000 ~ 50M Lives Help small businesses be 20%back in their pockets… $550M in more profitable… Customers consumer savings identified to revenues ~20% of U.S. GDP, pay 1 date in 12 American workers Help people get the Improve FI profit per Help accountants be 20% maximum tax refund… customer by 20%… IB more productive today… $33B in tax refunds, customers equal to the 5th Serve half of all accounting 1 out of every 3 largest U.S. bank firms tax returns e-filed © Intuit 5
  6. 6. Deliver the Customer Benefit © Intuit
  7. 7. Never Enter Data Taking a photo of my W-2? Wow! © Intuit
  8. 8. SaaS Customer Experience Touchpoints Today’s Focus Acquire Shop Use Buy Prospect Visitor User Payer• Use data is application navigation behavior• Buy data gives us conversion ratio = # bought/# users © Intuit8
  9. 9. Enable Repeat UseDecide to visit 100% VisitDecide to try 10% TryDecide to come back 2% RepeatDecide to buy 1% © Intuit
  10. 10. ICICI Money Manager © Intuit10
  11. 11. Just Do It For Me © Intuit
  12. 12. Fasal – Price Discovery for IndianFarmers © Intuit
  13. 13. Thank youvijay_anand@intuit.com

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