The CFO EXPERIENCE

Maria McCannFounder & Chief Venturer

Lessons for getting CX on

the Balance Sheet

We help Organisations make practical use of the

digital space to improve their customer and

employee engagement.

55% of Organisations will compete

primarily on Service by 2020Economists Intelligence Unit

ROI based solely on market

relationships with customers

#1 Include Social Economics

in the ROI.

#2 Organisational Values will

influence success.

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

#3 Make the CFO your

‘first follower’.

#4 Build a community,

not a department.

#5 Don’t ask for a budget.

Create one.

#6 It's not just about the

numbers.

Harvest the ‘wow’ stories.

#7 Customer Data has tradable value.

Customers expect us to use it well.

So do CFOs!

KPCB Internet Trends 2013

#8 Customers like achieving goals.

CFOs like customers achieving

their goals.

#9 Manage your CFO's

expectations on a relevant

mix of metrics.

Others to Consider

ARPU

Net-Value

Engagement

Reputation Index

Data Equity

Popular Metrics

NPS

C-Sat

Customer Effort

Customer LTV

EBITDA

#10 Use Marginal Gains to

Succeed quickly, Fail quickly

and Move on.

Good Luck with your own

Ventures!

Questions?