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1、Janet LeBlancDirector, Canada Post1PPT学习交流Presentation ObjectivesDefine customer value management (CVM),Understand the difference between customer value and customer satisfaction,describe key CVM concepts and tools, andcommunicate the importance of measuring quality in the eyes of your clients.2PPT学
2、习交流WHY invest in CVM?WHY invest in CVM?Canada Post will be a world leader in providing innovative physical and electronic delivery solutions, creating value for our customers, employees and all Canadians3PPT学习交流What is Customer Value?What is Customer Value?QualityPriceVALUESource: Adapted from Custo
3、mer Satisfaction in Practice by the American Productivity & Quality Center, 19984PPT学习交流Customer Value Defined5PPT学习交流QualityAttributesPerformance RatingImportance WeightABCXYZProduct Information5068Advertising and Promotion2067Customer & Consultation2096Customized Solutions10871006PPT学习交流Stage OneS
4、tage TwoStage ThreeStage FourMinimum RequirementsCustomerFocusCustomerAttitudesCompetitive Focus on Targeted MarketsConformance QualityDelivering what we promiseMeeting standardsCustomer SatisfactionProviding what customers wantResponding to customer complaintsCustomer LoyaltyRetaining our customers
5、Getting them to recommend usCustomer ValueMeeting critical needs of targeted customersOutperforming competitorsCreating new, unique benefits21st Century Growth CompanySource: Adapted from Managing Customer Value by Bradley T. Gale, (New York, The Free Press, 1994)7PPT学习交流I cant get no (customer) sat
6、isfactionSatisfaction in itself does not lead to customer loyaltyPositive empirical relationship between value focus and link to market share Where are leading-edge companies headed?Satisfaction = Satisfy Existing Customers BetterValue= Improve Your Competitive Position Attract and Retain Targeted C
7、ustomers8PPT学习交流SatisfactionSatisfactionCurrent ServiceThe Entire Customer RelationshipLag IndicatorLead IndicatorCompany PerformanceCompany Vs. CompetitionTenuous Link to Business PerformanceProven Relationship to Business PerformanceVSValue9PPT学习交流INPUTSCustomer Value Management CouncilExternal/In
8、ternal Data SourcesOUTPUTS Customer Value Tools and Data Competitive Value Proposition Customer Loyalty and Market Share AnalysisGOALTo establish CVM as a core competence for the Canada Post Group of Companies.KEY MEASUREMENTSCustomer Loyalty Market Share ProfitabilityCustomer RetentionDEFINITIONCus
9、tomer Value Management is a process designed to develop and execute value-based strategies which impact marketing, strategic planning, competitive positioning, branding, pricing, and selling.10PPT学习交流Ideal Ideal Customer Customer ValueValueProcess Process CapabilitiesCapabilitiesPerformancePerforman
10、ceImprovementImprovementCUSTOMER-CENTRICCUSTOMER-CENTRIC11PPT学习交流1.Assess Market Opportunity2. Conduct Analysis3. Commit to a Value Proposition4. Measure and Reward PerformanceCustomer Value Management12PPT学习交流Value Analysis ToolsValue ScorecardPrice Performance ProfileValue MapHead-to-Head Comparisons 13PPT学习交流此课件下载可自行编辑修改，供参考！感谢您的支持，我们努力做得更好！14PPT学习交流
