First evaluate adding value and pricing and after prepare your budget. Budget must express the team commitment with intended results for next period and so the last step of your planning.

1. Right Sequence
Your Business Review
Start Customer-Experience Transformation
Pricing then Budget
Caio Gouvea
caio@conexidade.eng.br

2. Vision
CHANGE
Management
Principles
GOVERNANCE
Quick Wins
ROAD MAP
METRICS
OBJECTIVES
Design and …
Start Your Customer-Experience Transformation

3. Fundamentals
of Customer-Experience
Transformation
•Who is leading and governing the
customer-centric organization?
•Are you really listening to what your
customers are saying?
•How can we improve the business-to-
business customer experience?
“Our company has a
best in class
Customer Service”
“Our supply chain is
the most important
contact point with
customers”
“We report
customer
satisfaction score to
shareholders”
“We have an
efficient CRM
System”
Be careful if you answer
YES I DO to one of the above
Leadership is a dynamic perishable position
not a merit title

4. Pricing then Budget !
• Forget (for a day?) about ERP’s dogmatic
principle of “one company one figure”
• Dreams come from Paradise and
nightmares from Hell
• If you are on business, marketing or sales
please behave that way
• Linking the Customer Experience to Value
• What do you need from me?
• Zero Base Budget

5. Linking the customer
experience to value
Many customer-experience transformations stall because
leaders can’t show how these efforts create value.
• Building an explicit link to value
• Directing investments to where
they will be meaningful to clients
• Designing a road map with early
successes to self-fund evolution