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Customer Value Proposition derek hendrikz
| Date post: | 14-Sep-2014 |
| Category: |
Leadership & Management |
| View: | 275 times |
| Download: | 6 times |
Copyright © 2014
Derek Hendrikz Consulting
www.derekhendrikz.com
4 Corner Stones to Customer Excellence
Decide what you as organisation WANT.
DISCOVER what the customer wants.
Deliver what you promised – plus something extra.
Feedback / Measure; Feedback / Measure and Feedback / Measure!!!!!
www.derekhendrikz.com
Communicating Customer Excellence
What Do You Want???
What Do You Want???
• Who are we?• Why do we exist?• What is our mission?• Where are we going?
• Who are we?• Why do we exist?• What is our mission?• Where are we going?
Cu
sto
mer
Exc
elle
nce
Cu
sto
mer
Exc
elle
nce
• Who helps us to get what we want?• Why do they sponsor us?• How are they segmented?• What are we really selling?
• Who helps us to get what we want?• Why do they sponsor us?• How are they segmented?• What are we really selling?
• Are we doing what we said we would do?
• Are we trustworthy?• In which ways are we under-
promising and over-delivering?
• Are we doing what we said we would do?
• Are we trustworthy?• In which ways are we under-
promising and over-delivering?
• Do we know what our customers think of us?
• How accurate are our perceptions regarding how our customers rate us?
• Do we know what our customers think of us?
• How accurate are our perceptions regarding how our customers rate us?
Discover What The Customer Wants??
Discover What The Customer Wants??
Deliver What You Promised + EXTRA
Deliver What You Promised + EXTRA
Feedback /Measure
Feedback /Measure
www.derekhendrikz.com
The Interdependence of Delivery
Support
Production / D
elivery
Customer
Managem
entEffectiveness
Strategy
Efficiency
Policy
KnowledgeSkill
Attitude
www.derekhendrikz.com
CRM Divisions
• This is all direct interaction with customers and includes Call Centre Management; Web / Online Services; and Customer / Client interaction.
• Marketing;• Crisis
Management;• Advertising.
• Database;• Target behavior;• Success of CRM
Strategies; and• Data Mining.
• Interaction with companies and partners.
Front Office Operations
Back Office Operations
AnalysisBusiness Relationships
www.derekhendrikz.com
Sample of a CRM Value Chain:
Customer Portfolio Analysis
Customer Intimacy
Network Development
Values Proposition Development
Manage the
Relationship
Customer Profitability
PrimaryStages
SupportActivitiesAnd costs
Product R&D, Technology, systems Development
Human Resources Management
General Administration
www.derekhendrikz.com
About Value Chains:
• It assumes that a business exist to create value for
customers.
• A chain of separate activities that add value to the CVP.
• Two major categories...
• Primary Activities that directly relate to core
business.
• Support Activities that supports core business.
www.derekhendrikz.com
Business Relationship Development
(1) Prospect• What will we
both get?• How much
investment?• What
adaptations?• What learning?• Trust?
(2) Exploratory• Investment
for time for learning & distance reduction
• No routines or commitment.
(3) Development• Intensive
mutual learning.
• Building trust through investment & informal adaptation.
(4) Commitment• Routine &
Institutionalisation.
(5) Ultimate Patnership• Advocates
for our cause.
• Minimum maintenance.
www.derekhendrikz.com
The Rules of CRM……
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The Rules of Business
Talented
Able
Sexy
Kick ass
TEAMwww.derekhendrikz.com
Stay Relevant through Power Leading
1. Lead from the front…
2. If you take the fame…
you’ve gotta take the blame..
3. DO NOT… Major in Minors…
www.derekhendrikz.com
Top Ten
1. Apple (87b)2. Microsoft (54b)3. Coca Cola (50b)4. IBM (48b)5. Google (38b)6. Mc Donald's (37b)7. General Electric (33b)8. Intel (32b)9. BMW (26b)10. Cisco (26b)
www.derekhendrikz.com
Learn to unlearn
Invent the future
Make it WoW
Do it with passion
Leave a legacy
Copyright © 2011: Derek Hendrikz Consultingwww.derekhendrikz.com
