Can You Hear Me Now? Learning from Customer Stories 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 Can You Hear Me Now? Learning from Customer Stories case study

At Oak Spring University, we provide corporate level professional Net Present Value (NPV) case study solution. Can You Hear Me Now? Learning from Customer Stories case study is a Harvard Business School (HBR) case study written by G. Anthony Gorry, Robert A. Westbrook. The Can You Hear Me Now? Learning from Customer Stories (referred as “Stories Storytelling” from here on) case study provides evaluation & decision scenario in field of Sales & Marketing. It also touches upon business topics such as - Value proposition, Market research, Social platforms, Strategic planning.

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 Can You Hear Me Now? Learning from Customer Stories Case Study

A large business generally knows its customers through quantitative analyses and summary reports, which are staples of market research and corporate reporting. Too often, the voices of individual customers are muffled by a torrent of numbers, and the stories they would tell are garbled. Few managers and even fewer executives hear customers speak, in their own words and ways, about the company's products and services. Yet, as we discuss, these stories may suggest enhanced customer service, better products, and organizational innovation; indeed, a number of companies have shown that the value of attentiveness to customer stories can be great. Herein, we describe a controlled, exploratory approach a company might take to develop its own engagement with customer storytelling-one that encompasses not only its interactions with customers along the front line, but also conversations ongoing in social media. Our proposal demands sustained commitment from senior management. We counsel senior executives to lead by example, to listen to customer stories, to learn from them, and to share them with others in the executive suite. By truly caring about storytelling, business leaders can better serve their customers and their companies.

Case Authors : G. Anthony Gorry, Robert A. Westbrook

Topic : Sales & Marketing

Related Areas : Market research, Social platforms, Strategic planning

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Calculating Net Present Value (NPV) at 6% for Can You Hear Me Now? Learning from Customer Stories Case Study

Years	Cash Flow	Net Cash Flow	Cumulative     Cash Flow	Discount Rate @ 6 %	Discounted Cash Flows
Year 0	(10023378)	-10023378	-	-
Year 1	3449987	-6573391	3449987	0.9434	3254705
Year 2	3969287	-2604104	7419274	0.89	3532651
Year 3	3975810	1371706	11395084	0.8396	3338167
Year 4	3237111	4608817	14632195	0.7921	2564095
TOTAL			14632195		12689618

The Net Present Value at 6% discount rate is 2666240

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

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

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Formula and Steps to Calculate Net Present Value (NPV) of Can You Hear Me Now? Learning from Customer Stories

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 Stories Storytelling 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 Stories Storytelling 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	(10023378)	-10023378	-	-
Year 1	3449987	-6573391	3449987	0.8696	2999989
Year 2	3969287	-2604104	7419274	0.7561	3001351
Year 3	3975810	1371706	11395084	0.6575	2614160
Year 4	3237111	4608817	14632195	0.5718	1850829
TOTAL					10466328

The Net NPV after 4 years is 442950

(10466328 - 10023378 )

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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	(10023378)	-10023378	-	-
Year 1	3449987	-6573391	3449987	0.8333	2874989
Year 2	3969287	-2604104	7419274	0.6944	2756449
Year 3	3975810	1371706	11395084	0.5787	2300816
Year 4	3237111	4608817	14632195	0.4823	1561107
TOTAL					9493361

The Net NPV after 4 years is -530017

At 20% discount rate the NPV is negative (9493361 - 10023378 ) so ideally we can't select the project if macro and micro factors don't allow financial managers of Stories Storytelling 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 Stories Storytelling has a NPV value higher than Zero then finance managers at Stories Storytelling 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 Stories Storytelling, then the stock price of the Stories Storytelling 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 Stories Storytelling 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 –

Understanding of risks involved in the project.

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

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

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.

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 Can You Hear Me Now? Learning from Customer Stories

References & Further Readings

G. Anthony Gorry, Robert A. Westbrook (2018), "Can You Hear Me Now? Learning from Customer Stories Harvard Business Review Case Study. Published by HBR Publications.