From anywhere… to anyone Customer Value Management November, 2002 Janet Le. Blanc Director, Canada Post
Introduction to Customer Value Management Price Performance Profile From anywhere… to anyone
Introduction to Customer Value Management Value Map From anywhere… to anyone
Introduction to Customer Value Management Value Scorecard From anywhere… to anyone
Introduction to Customer Value Management Head-to-Head Comparisons (Average) From anywhere… to anyone
Introduction to Customer Value Management Identify Value Drivers Develop Action Plans Measure Value Creation After Transaction From anywhere… to anyone Measure Market Perception feedback Conduct Baseline Study Business Process Improvement On-going Transactional Surveys On-going Market Surveys
Introduction to Customer Value Management From anywhere… to anyone Plan/Do/Check/Act Define/ Refine Value Proposition Build Commitment To Value Proposition Internal Management/ Staff Process & Organization Gap Analysis Changes To Deliver Value Proposition Internal Tracking & Measurement Plan/Do/Check/Act Group of Companies The Value Proposition Deployment Process Tracking Market Impact
Introduction to Customer Value Management From anywhere… to anyone Customer Value Yields Big Dividends Underground Wireless Telecom Heavy Equipment Mining Equipment Company Dealership Manufacturer / Distributor • 50% reduction in customer churn • Doubled sales revenue – from $250 M to $500 M+ • Improved equipment • Tripled market share delivery time from in a strategically 10 days to 2 days important market: 4% • Total estimated - 12% bottom line contribution = $4. 5 M • Increased employees from 600 to 1000+ • Achieved record profitability last year • Reclaimed more than $8 mm in lost sales • 30% improvement in on-time deliveries • Improved margins on equipment repairs from 11% to 28% 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
Introduction to Customer Value Management From anywhere… to anyone The Right Workforce” MODELING EMPLOYEE VALUE Retention Acquisition Positive Turnover Employee Value Relative Job Quality Relative Compensation Base Salary Pay Equity Bonus Benefits Manager Quality Brand Equity Work Life Balance
Introduction to Customer Value Management From anywhere… to anyone 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 The key to attracting, satisfying, and retaining customers.
From anywhere… to anyone Customer Value Management November, 2002 2003 November,
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