Ken Varner-《美国墓园的创新及客户服务》.pptVIP

* In preparing for this meeting and its theme, “Innovations Development”, I received suggestions from the CFA staff to discuss Innovations, Environmental Development and Humanistic Services. Environmental Development could be a whole separate presentation, so I wanted to focus my presentation on Innovation Humanistic Services. First I want to look at the definitions of these words. * So all businesses have at their core the need to grow. At Cypress Lawn we have had 18 years of continual growth starting in 1995 at $3.9 million in annual arrangement revenue to this year we will have more than $40 million a year in annual arrangement revenue. That comes from a commitment to growth which requires innovation to accomplish which is a study of the market place or your company to come up with new processes, inventory or services to grow. * Staff also wanted me to talk about “Customer Service” which by definition, “is the provision of service to customers before, during and after a purchase”. In America the truly successful companies that are committed to growth looks at the customer not just at the moment of death but prior to death and after death. We practice customer service at all three of these time periods to fully serve the customer. Again this is another key to Cypress Lawn and all American cemeteries that are truly successful and continue to grow. * In Humanistic terms in America, the progressive cemeteries are looking not just to take care of the dead but to also take care of the living who are experiencing what I will call and define later in my presentation, “The Acute Loss Cycle” The loss of one dear to us transcends all religions and is a “Human” experience that all cultures and races have in common. I will discuss this later in my presentation. * * Read the Slide * Seven Centers of Management Attention Every Enterprise is composed of seven essential functions. Three Essential Business Disciplines 1) Marketing 2) Management - O