The document provides 10 tips for getting customer experience (CX) onto the balance sheet from the perspective of a Chief Financial Officer (CFO). It recommends including social economics in return on investment calculations, ensuring organizational values are relevant and prioritized, gaining the CFO as an ally, focusing on community over departments, creating budgets proactively, using customer stories not just numbers, recognizing the value of customer data, aligning customer and CFO goals, managing metrics expectations, and using marginal gains to iterate quickly.

1. The CFO EXPERIENCE
Lessons for getting CX on
the Balance Sheet
Maria McCann
Founder & Chief Venturer

2. We help Organisations make practical use of the
digital space to improve their customer and
employee engagement.

3. 55% of Organisations will compete
primarily on Service by 2020
Economists Intelligence Unit

4. ROI based solely on market
relationships with customers

6. #1 Include Social Economics
in the ROI.

7. #2 Organisational Values will
influence success.

8. 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
The VAT
(Values Acid Test)

9. #3 Make the CFO your
‘first follower’.

10. #4 Build a community,
not a department.

12. #5 Don’t ask for a budget.
Create one.

14. #6 It's not just about the
numbers.
Harvest the ‘wow’ stories.

15. #7 Customer Data has tradable value.
Customers expect us to use it well.
So do CFOs!

16. KPCB Internet Trends 2013

17. #8 Customers like achieving goals.
CFOs like customers achieving
their goals.

18. #9 Manage your CFO's
expectations on a relevant
mix of metrics.

19. Others to Consider
ARPU
Net-Value
Engagement
Reputation Index
Data Equity
Popular Metrics
NPS
C-Sat
Customer Effort
Customer LTV
EBITDA

21. #10 Use Marginal Gains to
Succeed quickly, Fail quickly
and Move on.

22. Good Luck with your own
Ventures!

23. Questions?