客户价值管理模式.pptxVIP

Price Performance ProfileValue MapValue ScorecardHead-to-Head Comparisons (Average)feedbackMeasureValue CreationAfter TransactionIdentifyValueDriversDevelopActionPlansMeasureMarketPerceptionOn-goingTransactionalSurveysOn-goingMarketSurveysConductBaselineStudyBusiness ProcessImprovementInternalManagement/StaffGroup ofCompaniesPlan/Do/Check/ActDefine/Refine Value PropositionBuild CommitmentToValue PropositionProcess OrganizationGap AnalysisChanges To Deliver Value Proposition Internal TrackingMeasurementTrackingMarketImpactThe Value Proposition Deployment ProcessPlan/Do/Check/ActCustomer Value Yields Big DividendsInternational Health and Leisure FirmUnderground Mining Equipment Manufacturer / Distributor Wireless Telecom CompanyHeavy Equipment DealershipReclaimed more than $8mm in lost sales30% improvement in on-time deliveriesImproved margins on equipment repairs from 11% to 28%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 yearDoubled profits in a single yearMoved from being a market “nicher” to the market leader50% reduction in customer churnImproved equipment delivery time from 10 days to 2 days Total estimated bottom line contribution = $4.5MSource: Adapted from Customer Satisfaction in Practice by the American Productivity Quality Center, 1998The Right Workforce”MODELING EMPLOYEE VALUERetentionAcquisitionPositive TurnoverEmployee ValueRelative CompensationRelative Job QualityBase SalaryPay EquityBonusBenefitsManagerQualityBrand EquityWork Life BalanceThe “Value” of Customer ValueStrengthen value propositions – value is the basis for customer decisionsIdentify responses with the greatest impact on customers’ future purchase behaviourHone in on winning client strategiesDiscipline and focus—across all functionsDramatic impacts and performance gainsThe key to attracting, satisfying, and retaining customers.November, 20039、要学生做的事，教职员