客户价值管理模式英文

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
• 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%
Wireless Telecom Company
Heavy Equipment Dealership
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
• Tripled market share in a strategically important market: 4% - 12%
• Total estimated bottom • Increased employees from line contribution = $4.5M 600 to 1000+
International Health and Leisure Firm
• Doubled profits in a single year
• Moved from being a market “nicher” to the market leader
Fra Baidu bibliotek
Source: Adapted from Customer Satisfaction in Practice by the American Productivity & Quality Center, 1998
Plan/Do/Check/Act
Build Commitment
To Value Proposition
Process & Organization
Gap Analysis
Changes To Deliver
Value Proposition
Internal Tracking
& Measurement
The key to attracting, satisfying, and retaining
customers.
• 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
After Transaction
Measure Market Perception
Conduct Baseline
Study
Business Process Improvement
feedback
On-going Transactional
Surveys
On-going Market Surveys
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
2020/8/8
Price Performance Profile
Value Map
Value Scorecard
Head-to-Head Comparisons (Average)
Identify Value Drivers
Develop Action Plans
Measure Value Creation