BLF_Air_Products_and_Chemicals_Customer_Segmentation_Rules_of_Engagement.pdfVIP

下载本文档

1
0
约2.05万字
约 13页
2017-04-05 发布于江苏
举报
版权申诉

BLF_Air_Products_and_Chemicals_Customer_Segmentation_Rules_of_Engagement.pdf

1、本文档共13页，可阅读全部内容。
2、原创力文档（book118）网站文档一经付费（服务费），不意味着购买了该文档的版权，仅供个人/单位学习、研究之用，不得用于商业用途，未经授权，严禁复制、发行、汇编、翻译或者网络传播等，侵权必究。
3、本站所有内容均由合作方或网友上传，本站不对文档的完整性、权威性及其观点立场正确性做任何保证或承诺！文档内容仅供研究参考，付费前请自行鉴别。如您付费，意味着您自己接受本站规则且自行承担风险，本站不退款、不进行额外附加服务；查看《如何避免下载的几个坑》。如果您已付费下载过本站文档，您可以点击这里二次下载。
4、如文档侵犯商业秘密、侵犯著作权、侵犯人身权等，请点击“版权申诉”（推荐），也可以打举报电话：400-050-0827(电话支持时间：9:00-18:30)。
5、该文档为VIP文档，如果想要下载，成为VIP会员后，下载免费。
6、成为VIP后，下载本文档将扣除1次下载权益。下载后，不支持退款、换文档。如有疑问请联系我们。
7、成为VIP后，您将拥有八大权益，权益包括：VIP文档下载权益、阅读免打扰、文档格式转换、高级专利检索、专属身份标志、高级客服、多端互通、版权登记。
8、VIP文档为合作方或网友上传，每下载1次，网站将根据用户上传文档的质量评分、类型等，对文档贡献者给予高额补贴、流量扶持。如果你也想贡献VIP文档。上传文档

BLF_Air_Products_and_Chemicals_Customer_Segmentation_Rules_of_Engagement

Ensuring Segmentation Has Bottom-Line Impact Practice #3 Customer Segmentation Rules of Engagement ? Company Profi led: Air Products and Chemicals ? 2003 Revenue: $6.3 billion ? 2003 Employees: 18,500 Situation Air Products’ Chemicals business fi nds that the large majority of its operating income is derived from less than 10% of customers, yet, due to an outdated segmentation model, its resources are focused disproportionately on low-return, low-margin customers that account for little, or in some cases negative, cash fl ow for the fi rm. Action As a critical work process tool in its strategy development and execution process, Air Products segments its customers using a granular scorecard it co-developed with its customers to rigorously assess the potential and strategic fi t of each customer opportunity. Upon completing the segmentation process for more than 3,000 customers within the Chemicals business and identifying three distinct customer segments, the fi rm deploys explicit rules of engagement to guide interactions with each segment. The rules cover a wide range of activities, with the goal being not only to increase margin in each segment but ultimately to make all customers profi table. Result By reallocating resources around the most profi table customers while reducing cost-to-serve for the rest of the customer base, Air Products’ Chemicals division triples overall business profi ts in only two years. Overhead costs were reduced by 3% and margins increased by more than 20% in all three segments. Additionally, the process uncovers segment-specifi c product opportunities and has led to the launch of several products that quickly became the most profi table in the Air Product portfolio. Ensuring Segmentation has Bottom-Line Impact 49 50 Segment-Driven Investments Customer Profi tability Using the Pareto Principle (the 80/20 rule), Air Products’ Chemicals division works backward from operating income to determine what percentage of its contr