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1、Customer Value ManagementNovember,2002From anywhere to anyoneJanet LeBlancDirector,Canada PostFrom anywhere to anyoneIntroduction to Customer Value ManagementPrice Performance ProfilePerformance Scores Weights for:DimensionAttributeFiltroWalterEnvirBriteClarionAverage Attrib.ValueBenefitsProductChlo
2、roform Removal10.010.02.010.02.06.812.0Lead Removal10.010.010.08.010.09.610.0Taste8.010.08.06.06.07.69.0Clogging8.02.010.04.08.06.425.0ServiceReliable supply 5.05.07.09.09.07.016.0Technical support2.01.03.01.07.02.814.0Relationship Relationship 7.09.05.05.09.07.014.0Weighted benefit scores7.05.86.75
3、.87.56.698.3CostsSelling price Capital cost174030372530100.0Other costs Disposibles cost1201605485130110100.0Weighted cost scores13720084122155140-1.7Slope of fair value line58.5032From anywhere to anyoneIntroduction to Customer Value ManagementValue MapValue Map for Commercial Filtration-BaseEnvirW
4、alterFiltroBriteClarion60801001201401601802002205.66.06.46.87.27.6Performance Price ($)HighCostFrom anywhere to anyoneIntroduction to Customer Value ManagementValue ScorecardDifferential worth of performance advantages and disadvantagesDimensionAttributeFiltroWalterEnvirBriteClarionAverageBenefitsPr
5、oductChloroform Removal2222-3422-340Lead Removal222-920Taste2132-8-80Clogging23-6453-35230ServiceReliable supply-19-19019190Technical support-7-152-15340RelationshipRelationship 016-16-16160(a)Total differential worth of benefits25-449-43530CostsSelling priceCapital cost13-100-750Other costsDisposib
6、les cost-10-505625-200(b)Total cost advantage3-605618-150(c)Total value advantage=(a)+(b)28-10464-25380(d)Actual price(or cost)13720084122155140(e)Fair Value Price =(a)+(average price,140)1659614897193140(f)Total value advantage=(e)-(d)28-10464-25380From anywhere to anyoneIntroduction to Customer Va
7、lue ManagementHead-to-Head Comparisons(Average)Filtro Value Relative to Average-25.0-20.0-15.0-10.0-5.0 0.0 5.0 10.0 15.0 20.0 25.0 30.0 Chloroform RemovalLead RemovalTasteCloggingReliable supply Technical supportRelationship Capital costDisposibles costRelative value impacts-Filto vs.AverageFrom an
8、ywhere to anyoneIntroduction to Customer Value ManagementIdentifyValueDriversMeasureValue CreationAfter TransactionBusiness ProcessImprovementConductBaselineStudyOn-goingTransactionalSurveysDevelopActionPlansMeasureMarketPerceptionOn-goingMarketSurveysfeedbackFrom anywhere to anyoneIntroduction to C
9、ustomer Value ManagementThe Value Proposition Deployment ProcessDefine/Define/Refine Refine Value Value PropositionPropositionBuild Build CommitmentCommitmentToToValue Value PropositionPropositionProcess&Process&OrganizationOrganizationGap Gap AnalysisAnalysisChanges Changes To Deliver To Deliver Va
10、lue Value PropositionProposition Internal Internal TrackingTracking&MeasurementMeasurementTrackingTrackingMarketMarketImpactImpactPlan/Do/Check/ActPlan/Do/Check/ActPlan/Do/Check/ActPlan/Do/Check/ActInternalInternalManagement/Management/StaffStaffGroup ofGroup ofCompaniesCompaniesFrom anywhere to any
11、oneIntroduction to Customer Value ManagementCustomer Value Yields Big Dividends Doubled profits in a single year Moved from being a market“nicher”to the market leaderWireless Telecom CompanyHeavy Equipment DealershipUnderground Mining Equipment Manufacturer/Distributor International Health and Leisu
12、re Firm 50%reduction in customer churn Improved equipment delivery time from 10 days to 2 days Total estimated bottom line contribution=$4.5M Doubled sales revenue from$250M to$500M+Tripled market share in a strategically important market:4%-12%Increased employees from 600 to 1000+Achieved record pr
13、ofitability last year Reclaimed more than$8mm in lost sales 30%improvement in on-time deliveries Improved margins on equipment repairs from 11%to 28%Source:Adapted from Customer Satisfaction in Practice by the American Productivity&Quality Center,1998From anywhere to anyoneIntroduction to Customer V
14、alue ManagementMODELING EMPLOYEE VALUEThe Right Workforce”Positive TurnoverAcquisitionRetentionEmployee ValueRelative CompensationRelative Job QualityBase SalaryWork Life BalanceBrand EquityManagerQualityBenefitsBonusPay EquityFrom anywhere to anyoneIntroduction to Customer Value ManagementThe“Value
15、”of Customer ValueStrengthen value propositions value is the basis for customer decisionsIdentify responses with the greatest impact on customers future purchase behaviourHone in on winning client strategiesDiscipline and focusacross all functionsDramatic impacts and performance gainsThe key to attracting,satisfying,and retaining customers.Customer Value ManagementNovember,2002From anywhere to anyoneNovember,2003
客户价值管理模式(PPT 11)英文
