客户价值管理模式英文.PPTVIP

Price Performance Profile Value Map Value Scorecard Head-to-Head Comparisons (Average) The Value Proposition Deployment Process Customer Value Yields Big Dividends Doubled profits in a single year Moved from being a market “nicher” to the market leader The “Value” of Customer Value Strengthen value propositions – value is the basis for customer decisions Identify responses with the greatest impact on customers’ future purchase behaviour Hone in on winning client strategies Discipline and focus—across all functions Dramatic impacts and performance gains From anywhere… to anyone Introduction to Customer Value Management Customer Value Management November, 2002 From anywhere… to anyone Janet LeBlanc Director, Canada Post Identify Value Drivers Measure Value Creation After Transaction Business Process Improvement Conduct Baseline Study On-going Transactional Surveys DevelopAction Plans Measure Market Perception On-going Market Surveys feedback Define/ Refine Value Proposition Build Commitment To Value Proposition Process Organization Gap Analysis Changes To Deliver Value Proposition Internal Tracking Measurement Tracking Market Impact Plan/Do/Check/Act Plan/Do/Check/Act Internal Management/ Staff Group of Companies Wireless Telecom Company Heavy Equipment Dealership Underground Mining Equipment Manufacturer / Distributor International Health and Leisure Firm 50% reduction in customer churn Improved equipment delivery time from 10 days to 2 days Total estimated bottom line contribution = $4.5M Doubled sales revenue – from $250M to $500M+ Tripled market share in a strategically important market: 4% - 12% Increased employees from 600 to 1000+ Achieved record profitability last year Reclaimed more than $8mm in lost sales 30% improvement in on-time deliveries Improved margins on equipment repairs from 11% to 28% Source: Adapted from Customer Satisfaction in Practice by the American Productivity Quality Center, 1998 MODELING EMPLOYEE VALUE The