1、Price Performance Profile,Value Map,Value Scorecard,Head-to-Head Comparisons (Average),Identify Value Drivers,Measure Value Creation AfterTransaction,Business Process Improvement,Conduct Baseline Study,On-going Transactional Surveys,Develop Action Plans,Measure Market Perception,On-going Market Surv
2、eys,The Value Proposition Deployment Process,Define/ Refine Value Proposition,Build Commitment To Value Proposition,Process & Organization Gap Analysis,Changes To Deliver Value Proposition,Internal Tracking & Measurement,Tracking Market Impact,Plan/Do/Check/Act,Plan/Do/Check/Act,Customer Value Yield
3、s Big Dividends,Doubled profits in a single year Moved from being a market “nicher” to the market leader,Wireless Telecom Company,Heavy Equipment Dealership,Underground Mining Equipment Manufacturer / Distributor,International Health and Leisure Firm,50% reduction in customer churn Improved equipmen
4、t 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 profitability last year,Reclaimed more than $8mm
5、 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, 1998,MODELING EMPLOYEE VALUE,The Right Workforce”,Positive Turnover,Acquisition,Retention,E
6、mployee Value,Relative Compensation,Relative Job Quality,Base Salary,Work Life Balance,Brand Equity,Manager Quality,Benefits,Bonus,Pay Equity,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 focusacross all functions Dramatic impacts and performance gains,The key to attracting, satisfying, and retaining customers.,November, 2003,
