When Giving Your Customers Less Is More Net Present Value (NPV) / MBA Resources

Introduction to Net Present Value (NPV) - What is Net Present Value (NPV) ? How it impacts financial decisions regarding project management?

NPV solution for When Giving Your Customers Less Is More case study

At Oak Spring University, we provide corporate level professional Net Present Value (NPV) case study solution. When Giving Your Customers Less Is More case study is a Harvard Business School (HBR) case study written by Peter S. Fader. The When Giving Your Customers Less Is More (referred as “Centric Crm” from here on) case study provides evaluation & decision scenario in field of Sales & Marketing. It also touches upon business topics such as - Value proposition, Customers.

The net present value (NPV) of an investment proposal is the present value of the proposal’s net cash flows less the proposal’s initial cash outflow. If a project’s NPV is greater than or equal to zero, the project should be accepted.

NPV = Present Value of Future Cash Flows LESS Project’s Initial Investment

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Case Description of When Giving Your Customers Less Is More Case Study

Contrary to popular belief, most of the world's household brands are not customer-centric; they're product-centric, which isn't enough anymore. Companies may say they care about the customer; they may even have installed a CRM system - but that's the problem. Customer friendliness is not the same thing as aligning your entire company's development and delivery of products and services with the current and future needs of a select set of customers in order to maximize their long-term financial value to the firm. Turning CRM into a data-gathering exercise run by IT is not the same thing as extracting value-added insight into your focal customers. This article debunks many of the myths surrounding customer centricity, showing how managers need to recontextualize the role of CRM as part of a wider customer-centric strategy. Understanding, first of all, that there is tremendous heterogeneity among your customers, and that, consequently, some customers deserve less, and it is okay to give them less, presents a radically different approach from the way most companies operate. Customer-centric firms do not just acknowledge this truth, they actually celebrate it, because they understand that it offers immense opportunities and maximum profits in the long term.

Case Authors : Peter S. Fader

Topic : Sales & Marketing

Related Areas : Customers

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Calculating Net Present Value (NPV) at 6% for When Giving Your Customers Less Is More Case Study

Years	Cash Flow	Net Cash Flow	Cumulative     Cash Flow	Discount Rate @ 6 %	Discounted Cash Flows
Year 0	(10005619)	-10005619	-	-
Year 1	3467707	-6537912	3467707	0.9434	3271422
Year 2	3961375	-2576537	7429082	0.89	3525610
Year 3	3963475	1386938	11392557	0.8396	3327810
Year 4	3231940	4618878	14624497	0.7921	2559999
TOTAL			14624497		12684841

The Net Present Value at 6% discount rate is 2679222

In isolation the NPV number doesn't mean much but put in right context then it is one of the best method to evaluate project returns. In this article we will cover -

Different methods of capital budgeting

What is NPV & Formula of NPV,
How it is calculated,
How to use NPV number for project evaluation, and
Scenario Planning given risks and management priorities.

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Capital Budgeting Approaches

Methods of Capital Budgeting

There are four types of capital budgeting techniques that are widely used in the corporate world –

1. Internal Rate of Return
2. Profitability Index
3. Net Present Value
4. Payback Period

Apart from the Payback period method which is an additive method, rest of the methods are based on Discounted Cash Flow technique. Even though cash flow can be calculated based on the nature of the project, for the simplicity of the article we are assuming that all the expected cash flows are realized at the end of the year.

Discounted Cash Flow approaches provide a more objective basis for evaluating and selecting investment projects. They take into consideration both –

1. Magnitude of both incoming and outgoing cash flows – Projects can be capital intensive, time intensive, or both. Centric Crm shareholders have preference for diversified projects investment rather than prospective high income from a single capital intensive project.
2. Timing of the expected cash flows – stockholders of Centric Crm have higher preference for cash returns over 4-5 years rather than 10-15 years given the nature of the volatility in the industry.

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Formula and Steps to Calculate Net Present Value (NPV) of When Giving Your Customers Less Is More

NPV = Net Cash In Flowt1 / (1+r)t1 + Net Cash In Flowt2 / (1+r)t2 + … Net Cash In Flowtn / (1+r)tn
Less Net Cash Out Flowt0 / (1+r)t0

Where t = time period, in this case year 1, year 2 and so on.
r = discount rate or return that could be earned using other safe proposition such as fixed deposit or treasury bond rate. Net Cash In Flow – What the firm will get each year.
Net Cash Out Flow – What the firm needs to invest initially in the project.

Step 1 – Understand the nature of the project and calculate cash flow for each year.
Step 2 – Discount those cash flow based on the discount rate.
Step 3 – Add all the discounted cash flow.
Step 4 – Selection of the project

Why Sales & Marketing Managers need to know Financial Tools such as Net Present Value (NPV)?

In our daily workplace we often come across people and colleagues who are just focused on their core competency and targets they have to deliver. For example marketing managers at Centric Crm often design programs whose objective is to drive brand awareness and customer reach. But how that 30 point increase in brand awareness or 10 point increase in customer touch points will result into shareholders’ value is not specified.

To overcome such scenarios managers at Centric Crm needs to not only know the financial aspect of project management but also needs to have tools to integrate them into part of the project development and monitoring plan.

Calculating Net Present Value (NPV) at 15%

After working through various assumptions we reached a conclusion that risk is far higher than 6%. In a reasonably stable industry with weak competition - 15% discount rate can be a good benchmark.

Years	Cash Flow	Net Cash Flow	Cumulative     Cash Flow	Discount Rate @ 15 %	Discounted Cash Flows
Year 0	(10005619)	-10005619	-	-
Year 1	3467707	-6537912	3467707	0.8696	3015397
Year 2	3961375	-2576537	7429082	0.7561	2995369
Year 3	3963475	1386938	11392557	0.6575	2606049
Year 4	3231940	4618878	14624497	0.5718	1847872
TOTAL					10464687

The Net NPV after 4 years is 459068

(10464687 - 10005619 )

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Calculating Net Present Value (NPV) at 20%

If the risk component is high in the industry then we should go for a higher hurdle rate / discount rate of 20%.

Years	Cash Flow	Net Cash Flow	Cumulative     Cash Flow	Discount Rate @ 20 %	Discounted Cash Flows
Year 0	(10005619)	-10005619	-	-
Year 1	3467707	-6537912	3467707	0.8333	2889756
Year 2	3961375	-2576537	7429082	0.6944	2750955
Year 3	3963475	1386938	11392557	0.5787	2293678
Year 4	3231940	4618878	14624497	0.4823	1558613
TOTAL					9493001

The Net NPV after 4 years is -512618

At 20% discount rate the NPV is negative (9493001 - 10005619 ) so ideally we can't select the project if macro and micro factors don't allow financial managers of Centric Crm to discount cash flow at lower discount rates such as 15%.

Acceptance Criteria of a Project based on NPV

Simplest Approach – If the investment project of Centric Crm has a NPV value higher than Zero then finance managers at Centric Crm can ACCEPT the project, otherwise they can reject the project. This means that project will deliver higher returns over the period of time than any alternate investment strategy.

In theory if the required rate of return or discount rate is chosen correctly by finance managers at Centric Crm, then the stock price of the Centric Crm should change by same amount of the NPV. In real world we know that share price also reflects various other factors that can be related to both macro and micro environment.

In the same vein – accepting the project with zero NPV should result in stagnant share price. Finance managers use discount rates as a measure of risk components in the project execution process.

Sensitivity Analysis

Project selection is often a far more complex decision than just choosing it based on the NPV number. Finance managers at Centric Crm should conduct a sensitivity analysis to better understand not only the inherent risk of the projects but also how those risks can be either factored in or mitigated during the project execution. Sensitivity analysis helps in –

What are the uncertainties surrounding the project Initial Cash Outlay (ICO’s). ICO’s often have several different components such as land, machinery, building, and other equipment.

What can impact the cash flow of the project.

What are the key aspects of the projects that need to be monitored, refined, and retuned for continuous delivery of projected cash flows.

What will be a multi year spillover effect of various taxation regulations.

Understanding of risks involved in the project.

Some of the assumptions while using the Discounted Cash Flow Methods –

Projects are assumed to be Mutually Exclusive – This is seldom the came in modern day giant organizations where projects are often inter-related and rejecting a project solely based on NPV can result in sunk cost from a related project.

Independent projects have independent cash flows – As explained in the marketing project – though the project may look independent but in reality it is not as the brand awareness project can be closely associated with the spending on sales promotions and product specific advertising.

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Negotiation Strategy of When Giving Your Customers Less Is More

References & Further Readings

Peter S. Fader (2018), "When Giving Your Customers Less Is More Harvard Business Review Case Study. Published by HBR Publications.