• 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
MODELING EMPLOYEE VALUE
Retention
The Right Workforce”
Acquisition
Employee Value
Relative Compensation
Positive Turnover
Relative Job Quality
Base Salary
Pay Equity
Bonus
Benefits Manager Brand Quality Equity
Work Life Balance
The “Value” of Customer Value
• Strengthen value propositions – value is the basis for customer decisions
• Improved equipment delivery time from 10 days to 2 days
• Tripled market share in a strategically important market: 4% - 12%
• Total estimated bottom • Increased employees from line contribution = $4.5M 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%
& Measurement
Tracking Market Impact
Internal Management/
Staff
Group of Companies
Plan/Do/Check/Act
The Value Proposition Deployment Process
Customer Value Yields Big Dividends
客户价值管理模式英文
2020年7月9日星期四
Price Performance Profile
Value Map
Value Scorecard
Head-to-Head Comparisons (Average)
Identify Value Drivers
Develop Action Plans
The key to attracting, satisfying, and retaining
customers.
Wireless Telecom Company
Heavy Equipment Dealership
Underground Mining Equipment
Manufacturer / Distributor
• 50% reduction in customer churn
• Doubled sales revenue – from $250M to $500M+
On-going Market Surveys
Plan/Do/Check/Act
Build Commitment
To Value Proposition
Process & Organization
Gap Analysis
Changes To Deliver
Value Proposition
Internal Tracking
Measure Value Creation
After Transaction
Measure Market Perception
Conduct Baseline
Study
Business Process Improvement
feedback
On-going Transactional
Surveys
International Health and Lห้องสมุดไป่ตู้isure Firm
• Doubled profits in a single year
• Moved from being a market “nicher” to the market leader
Source: Adapted from Customer Satisfaction in Practice by the American Productivity & Quality Center, 1998