客户价值管理模式
- 格式：ppt
- 大小：2.16 MB
- 文档页数：10
当前位置：文档之家 › 客户价值管理模式
- 1、下载文档前请自行甄别文档内容的完整性，平台不提供额外的编辑、内容补充、找答案等附加服务。
- 2、"仅部分预览"的文档,不可在线预览部分如存在完整性等问题,可反馈申请退款(可完整预览的文档不适用该条件!)。
- 3、如文档侵犯您的权益，请联系客服反馈,我们会尽快为您处理(人工客服工作时间：9:00-18:30)。
Bonus
Benefits Manager Brand Quality Equity
Work Life Balance
The “Value” of Customer Value
• Strengthen value propositions – value is the basis for customer decisions
• 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
来自百度文库
The Right Workforce”
Acquisition
Employee Value
Relative Compensation
Positive Turnover
Relative Job Quality
Base Salary
Pay Equity
• 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+
Tracking Market Impact
Internal Management/
Staff
Group of Companies
Plan/Do/Check/Act
The Value Proposition Deployment Process
Customer Value Yields Big Dividends
Plan/Do/Check/Act
Build Commitment
To Value Proposition
Process & Organization
Gap Analysis
Changes To Deliver
Value Proposition
Internal Tracking
& Measurement
International Health and Leisure 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
The key to attracting, satisfying, and retaining
customers.
客户价值管理模式
2020/8/8
Price Performance Profile
Value Map
Value Scorecard
Head-to-Head Comparisons (Average)
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
• 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+