客户价值管理模式.ppt

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1、JanetLeBlancDirector,CanadaPostPricePerformanceProfileValueMapValueScorecardHead-to-HeadComparisons(Average)IdentifyValueDriversMeasureValueCreationAfterTransactionBusinessProcessImprovementConductBaselineStudyOn-goingTransactionalSurveysDevelopActionPlansMeasureMa

2、rketPerceptionOn-goingMarketSurveysfeedbackTheValuePropositionDeploymentProcessBuildCommitmentToValuePropositionProcess&OrganizationGapAnalysisChangesToDeliverValuePropositionInternalTracking&MeasurementTrackingMarketImpactPlan/Do/Check/ActPlan/Do/Check/ActInternalM

3、anagement/StaffGroupofCompaniesCustomerValueYieldsBigDividendsDoubledprofitsinasingleyearMovedfrombeingamarket“nicher”tothemarketleaderWirelessTelecomCompanyHeavyEquipmentDealershipUndergroundMiningEquipmentManufacturer/DistributorInternationalHealthandLeisureFirm50

4、%reductionincustomerchurnImprovedequipmentdeliverytimefrom10daysto2daysTotalestimatedbottomlinecontribution=$4.5MDoubledsalesrevenue–from$250Mto$500M+Tripledmarketshareinastrategicallyimportantmarket:4%-12%Increasedemployeesfrom600to1000+Achievedrecordprofitabilityl

5、astyearReclaimedmorethan$8mminlostsales30%improvementinon-timedeliveriesImprovedmarginsonequipmentrepairsfrom11%to28%Source:AdaptedfromCustomerSatisfactioninPracticebytheAmericanProductivity&QualityCenter,1998MODELINGEMPLOYEEVALUETheRightWorkforce”PositiveTurnoverA

6、cquisitionRetentionEmployeeValueRelativeCompensationRelativeJobQualityBaseSalaryWorkLifeBalanceBrandEquityManagerQualityBenefitsBonusPayEquityThe“Value”ofCustomerValueStrengthenvaluepropositions–valueisthebasisforcustomerdecisionsIdentifyresponseswiththegreatestimp

7、actoncustomers’futurepurchasebehaviourHoneinonwinningclientstrategiesDisciplineandfocus—acrossallfunctionsDramaticimpactsandperformancegainsThekeytoattracting,satisfying,andretainingcustomers.November,2003