Intuit Inc. develops financial and tax software such as Quicken, QuickBooks, and TurboTax. Founded in 1983, Intuit focuses on small businesses, accountants, and individuals. The company revolutionized people's lives by solving important business and financial problems. Intuit uses extensive customer research to understand needs and develop easy-to-use products that create satisfied, loyal customers, leading to the company's success through word-of-mouth marketing.

2. About the Company:
What they do?
Intuit Inc. develops financial and tax solution softwares.
What are their best-selling products?
Quicken, QuickBook and TurboTax etc.
Who is the target audience?
Small to medium sized businesses, accountants and individuals.
Who are they?
Intuit is an American company founded in 1983 by Scott Cook and Tom Proulx.
What is their mission?
Revolutionize people’s lives by solving their important business & financial management problems.

3. 1983 Intuit Inc. founded by Scott Cook & Tom Proulx.
1984 launched Quicken in the US markets.
1992 Launched QuickBooks, a book keeping and payroll software product for small businesses.
1993 Intuit goes public.
1995 – 1997
Intuit buys 70% of the company;
Microsoft tried to acquire Intuit & The Justice Department intervenes attracting controversies;
Also, Intuit’s stock prices fell by 72% in this period.
Early 2000s
Intuit focused on online banking capabilities and new product development based on consumer research.
2009 Intuit won 18-year long legal battle against software giant Microsoft.
THE -IVE STORY:

5. • Understanding consumer needs or wants
• Offered easy-to-use software products
• Exceptional customer service
• Creating satisfied, loyal customers
• Effective positive word of mouth marketing
• Decision making on the basis of insights
from consumer research
• Forecasting consumer demand in
accordance to market trends
• Understanding the work environment
• Analyzing response to new products
• Investment in research & development to
produce high quality products

6. Q.1 Elaborate on Intuit’s use of customer research. Why did it work so well for the company?
MARKET RESEARCH:
Understanding the consumer’s need/want,
the work environment of product in use.
Analyzing consumer experience and forecasting
demand.
Recording consumer response to marketing strategies
of competitor and understanding consumer’s
response to new product/service in market.
Intuit invests 20% of annual
revenue on .

7. Q.1 Elaborate on Intuit’s use of customer research. Why did it work so well for the company?
“…create a CUSTOMER
who creates CUSTOMERS.”
Creating satisfied and loyal customers: Building Value
“One customer well taken care of could be more
valuable than $1000 spent on advertising.”
- Jim Rohn
“Your most unhappy customers are your greatest
source of learning.”
- Bill Gates
“Marketing is NOT the art of finding clever ways to
dispose of what you make. It is an art of creating
genuine customer value.”
-Philip Kotler

8. Q.1 Elaborate on Intuit’s use of customer research. Why did it work so well for the company?
Concentrated marketing around tax preparation time
Promotional campaigns in association with OEMs and major retailers
Forecasting global trends
Email marketing, web marketing, print, radio, TV commercials, blogs, technology review platforms,
complaint forums etc.

9. Q.2 Could anything go wrong for intuit now that it has beaten Microsoft? Why or why NOT?
VS
1995-1997
Microsoft tried acquiring Intuit Inc.
The Justice Department sued Microsoft and this was the beginning of 18-year long
legal battle.
2009
Intuit won the lawsuit forcing Microsoft to stop developing its financial-tax solution
service, Money.

10. Q.2 Could anything go wrong for intuit now that it has beaten Microsoft? Why or why NOT?
Intuit cited the changing trend in markets and analyzed consumer needs at the time of
Money’s demise.
Intuit should continue to follow the same strategy and invest its resources in research
and development to produce high quality products in accordance to changing
technology and market trends.
Intuit can now dominate the market with highest market share as eventually all
Money users will be shifting to other substitute products available in market.
“Invest in customers because competitor’s may be temporary but
competition is permanent.”

11. Q.3 How should Intuit gauge the results of its research among younger
consumers with mobile devices?

12. Summary:
• About the company: Intuit
• The Intuit-ive story: a timeline of major events
• Marketing strategy
• Case Study Questions

13. Disclaimer
Created by Devansh Jain, IIT Madras, as a part of marketing
management internship under the guidance of IIM Lucknow faculty,
Prof. Sameer Mathur.

14. Thank You
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