International Health and Leisure Firm
• Doubled profits in a single year
• Moved from being a market “nicher” to the market leader
PPT文档演模板
Source: Adapted from Customer Satisfaction in Practice by the American Productivity & Quality Center, 1998 客户价值管理模式
• 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
• 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%
Pay Equity
Bonus
Benefits Manager Brand Quality Equity
客户价值管理模式
Work Life Balance
The “Value” of Customer Value
• Strengthen value propositions – value is the basis for customer decisions
The key to attracting, satisfying, and retaining
customers.
PPT文档演模板
客户价值管理模式
3rew
演讲完毕，谢谢听讲!
再见，see you again
PPT文档演模板
2020/11/17
客户价值管理模式
MODELING EMPLOYEE VALUE
Retention
The Right Workforce”
Acquisition
Employee Value
Relative Compensation
Positive Turnover
Relative Job Quality
Base Salary
PPT文档演模板
• Tripled market share in a strategically important market: 4% - 12%
• Total estimated bottom • Increased employees from line contribution = $4.5M 600 to 1000+
Plan/Do/Check/Act
The Value Proposition Deployment Process
客户价值管理模式
Customer Value Yields Big Dividends
Wireless Telecom Company
Heavy Equipment Dealership
PPT文档演模板
客户价值管理模式
Identify Value Drivers
Develop Action Plans
Measure Value Creation
After Transaction
Measure Market Perception
Conduct Baseline
Study
Business Process Improvement
feedback
On-going Transactional
Surveys
On-going Market Surveys
PPT文档演模板
客户价值管理模式
Plan/Do/Check/Act
Build Commitment
To Value Proposition
Process & Organization
客户价值管理模式
PPT文档演模板
2020/11/17
客户价值管理模式
Price Performance Profile
PPT文档演模板
客户价值管理模式
Value Map
PPT文档演模板
客户价值管理Βιβλιοθήκη 式Value Scorecard
PPT文档演模板
客户价值管理模式
Head-to-Head Comparisons (Average)
Gap Analysis
Changes To Deliver
Value Proposition
Internal Tracking
& Measurement
Tracking Market Impact
Internal Management/
Staff
Group of Companies
PPT文档演模板
Underground Mining Equipment
Manufacturer / Distributor
• 50% reduction in customer churn
• Doubled sales revenue – from $250M to $500M+
• Improved equipment delivery time from 10 days to 2 days