SlideShare ist ein Scribd-Unternehmen logo

Service Product Profit Model - FULL

•Als PPT, PDF herunterladen•
•
Walter Adamson
Walter Adamson

The Service Profit Chain Customer Lifecycle Profitably Serving Customers Followed by: Part One – Linking the Customer Lifecycle and Business Logic Part Two – Developing the Customer Value Package Part Three – Developing Service Products to fill the Value Package Part Four – Understanding Service Pricing Strategies Part Five – Improving Margins through the Service Value Chain

BusinessWirtschaft & Finanzen
1 von 107
Customer Lifecycle and The Service-Profit Chain Walter Adamson June, 2003 Version C Contact: [email_address] Tel: +61 403 345 632
Introduction ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Service Profit Chain 1 Focus of This Presentation Connected through Value Employee Productivity Internal Performance Employee Loyalty When we have this ..... Employee Satisfaction Profit & Growth 1 Customer Loyalty Customer Satisfaction 1 Customer Value 1 Service Value 1 External Performance
Customer Lifecycle ,[object Object],The Customer Lifecycle Phase 1 Pre-sale Phase 5 Value Creation Phase 9 Disposing & Upgrading Phase 2 Value Identification Phase 7 Customer Value Gain Phase 8 Value Improvement Phase 3 Meeting Needs Phase 4 Obtaining Commitment Phase 6 Customer Learning
Profitably Serving Customers ,[object Object],[object Object],[object Object],Customer Value Model Customer Value Package Whole Product Business Logic Customer Lifecycle Service-Profit Chain Profit & Growth Value Chain When we have this ..... $$
The Customer ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Understanding the Customer Value Model drives the development of the Customer Value Packages Customer Value Model Customer Value Package
The Service Product ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Understanding the Whole Product concept allows business to be captured and value created through the full Customer Lifecycle Whole Product Customer Lifecycle
The Delivery ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Understanding the Whole Product concept allows business to be captured and value created through the full Customer Lifecycle Value Chain Business Logic
The Lifecycle Link to Profit Understanding the complete Customer Lifecycle is essential in order to the satisfaction required in the Service-Profit Chain Customer Lifecycle Service-Profit Chain ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Profitability and Sustainability Successfully delivering service profits requires an understanding and enablement of the linkages across the complete system Profitability Sustainability ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Lifecycle Sales Approach - 1 ,[object Object],Solution (Why) Product (What) Advantages Promoter Transaction, Product Pusher Salesperson Needs Relationship, Value Provider Problem Solver Customer Needs (Who) Stages of Sales Maturity focus process 4 3 2 1
The Lifecycle Sales Approach - 2 ,[object Object],[object Object],[object Object],[object Object],[object Object],Solution (Why) Product (What) Advantages Promoter Transaction, Product Pusher Salesperson Needs Relationship, Value Provider Problem Solver Customer Needs (Who) focus process 4 3 2 1
The Service Profit Chain 1 Focus of This Presentation Connected through Value Employee Productivity Internal Performance Employee Loyalty When we have this ..... Employee Satisfaction Profit & Growth 1 Customer Loyalty Customer Satisfaction 1 Customer Value 1 Service Value 1 External Performance
The Service-Profit Model ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],1
Customer Lifecycle ,[object Object],The Customer Lifecycle Phase 1 Pre-sale Phase 5 Value Creation Phase 9 Disposing & Upgrading Phase 2 Value Identification Phase 7 Customer Value Gain Phase 8 Value Improvement Phase 3 Meeting Needs Phase 4 Obtaining Commitment Phase 6 Customer Learning
Business Logic ,[object Object],[object Object],Revenue Model Marketing & Sales Logic Service Product Design Delivery & Customer Support Business Strategy Customer Value Package Resources Customer’s Needs Customer Value Model Profit Targets Competition
Lifecycle and Business Logic ,[object Object],[object Object],Business Logic
Business Logic Basics ,[object Object],Business Logic Value Creation Value Capture Value Chain Customer Value The Value Proposition Marketing Model Revenue Model Core Competencies Funds and Investment People Management Operations Model Systems Management
Business Logic and Strategy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Business Logic and Strategy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Strategic Model ,[object Object],Vision Customer Value Model Mission Business Logic and Strategy Business Targets Customer Value Package Core Values and Philosophy Operating Environment Key Result Areas
Customer Value Customer Value Model Customer Value Package Business Logic and Strategy Customer Value has three major components
Customer Value Model ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Tells us what value we have to provide in order to win, and keep, the customer’s business over the complete lifecycle.
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Building the Customer Value Model The customer value model is an ‘invisible truth’ used by the customer to evaluate the quality of outcomes you provide.
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Hierarchy of Customer Value You must have mastered the first two levels in order to satisfy the customer on the higher levels. Failings in the first two levels will waste the effort and investment in the higher levels.
Customer Value Package ,[object Object],[object Object],Enterprise Components 1. Marketing & Sales Logic 2. Service Product Design 3. Delivery & Customer Support 4. Revenue Model 5. Branding & Reputation 6. Informational 7. Interpersonal
Customer Value Package ,[object Object],The Whole Product plus Enterprise Capabilities Post-Sales Support Life-Cycle Support Pre-Sales Support Integration Services Software Consulting Hardware The Product 1. Marketing & Sales Logic 2. Service Product Design 3. Delivery & Customer Support 4. Revenue Model 5. Branding & Reputation 6. Informational 7. Interpersonal
Customer Value Package ,[object Object],[object Object],[object Object]
Customer Value Expectations ,[object Object],Customer Value Criteria ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Value Audit ,[object Object],[object Object],[object Object],CVM4 CVM3 CVM2 CVM1 Interpersonal Informational Branding & Reputation Revenue Model Delivery & Support Service Prod Design Marketing & Sales Logic Customer Value Factors Customer Value Package
Customer Value Audit ,[object Object],[object Object],CVM4 CVM3 CVM2 CVM1 Life-cycle Support Post-Sales Support Integration Services Consulting Hardware Software Pre-Sales Support Customer Value Factors Customer Value Package
Market Value Audit ,[object Object],[object Object],[object Object],[object Object],Customer Value Packages 5 4 3 2 1 Look for Niches     1 2 3 4 5 Customer Types
The Service-Profit Model ,[object Object],[object Object],[object Object],[object Object],1 2
Understanding Value ,[object Object],[object Object],eMotion-Value End Condition Approval Emotional Reaction Value Package Customer’s Perception
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Understanding Value - 2 Advantages Lead To Features Benefits Lead To
Understanding Value - 3 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Developing a VP - Asking Questions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Developing - Discovering Needs 1 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Developing – Discovering Needs 2 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Developing – Generating the VP ,[object Object],When we have this ..... We will be able to do these things ... Which means this in business terms ...... And we’ll be able to measure the benefits this way .....
Testing the Value Proposition ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Integrating the VP into a CVP ,[object Object],The Whole Product plus Enterprise Capabilities Value Proposition Post-Sales Support Life-Cycle Support Pre-Sales Support Integration Services Software Consulting Hardware The Product 1. Marketing & Sales Logic 2. Service Product Design 3. Delivery & Customer Support 4. Revenue Model 5. Branding & Reputation 6. Informational 7. Interpersonal
Integrating the VP into a CVP ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
IT Support of the CVP ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Service-Profit Model ,[object Object],[object Object],[object Object],[object Object],[object Object],1 3
Service-Product Development ,[object Object],Customer Service Product Design Service Delivery Value Proposition Activity Costing/Profit Go to Market
Which Customer? ,[object Object],[object Object],Integration Logic Customer? Service Product Design Service Delivery Value Proposition Activity Costing/Profit Go to Market
Service Product Design Audit ,[object Object],[object Object],CVM4 CVM3 CVM2 CVM1 Integration Logic Activity Costing/Profit Go To Market Service Delivery Value Proposition Customer Value Factors Lifecycle Adoption Phase
Whole Product Definition ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Whole Product Concept ,[object Object],[object Object],Generic Product Expected Product Augmented Product Potential Product Value
The Expected Product ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Augmented Product ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Potential Product ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Product Lifecycle ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Whole Product Value ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Technology Adoption Lifecycle ,[object Object],[object Object],Time 2.5 % Innovators 13.5% Early adopters 34% Early majority 34% Late majority 16% Laggards
Technology Lifecycle Value Audit ,[object Object],[object Object],CVP4 CVP3 CVP2 CVP1 Laggards Late Majority Early Majority Early Adopters Innovators Customer Value Factors Lifecycle Adoption Phase
Customer and Technology Lifecycle ,[object Object],These buyers 1 need less selling and more confidence that you will support the product they are willing to try These buyers 2 need more selling and confidence that others have bought the product and are satisfied Customer Lifecycle 2 1 1 2 1 1 2 2 1 Early adopters Early majority Late majority Laggards
The Service-Profit Model ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],1 3 4
Pricing Strategies Begin with costs and work towards selling price Begin with selling price and work towards costs Cost factors Price Customer Value Competition Cost-based Pricing Demand-based Pricing Combination Pricing Competition-based Pricing Begin with Competitors’ Pricing Above The Market Below The Market At The Market
General Pricing Challenges ,[object Object],Demand-Based Cost-Based Competition- Based Cost-based problems: 1. Costs difficult to trace 2. Labor more difficult to price than materials 3. Costs may not equal value ,[object Object],[object Object],[object Object],[object Object],Demand-based problems: 1. Monetary price must be adjusted to reflect the value of non-monetary costs 2. Information on service costs is less available to customers, hence price may not be a central factor
Service Pricing Strategies ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Pricing Strategies ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Incorporating Value into Pricing ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Price-Value Perceptions ,[object Object],Value is low price. Value is everything I want in a service. Value is the quality I get for the price I pay. Value is all that I get for all that I give.
Value Strategies for Service Pricing ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Pricing Questions - Services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Service Costing ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Strategic Cost Analysis ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Strategic Cost Analysis Benefits ,[object Object],Management can identify and evaluate new service-products to improve performance by evaluating how service and process designs affect activities and costs. Companies can work with their customers to evaluate the costs and prices of alternative value packages.
For Service Firms ,[object Object],[object Object],[object Object],[object Object],Resources CVP 1 CVP 2 CVP 3 Activities Activities Activities
Service Costing - 1 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Service Costing - 2 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Logic of Activity Costing ,[object Object],[object Object],[object Object],It is the Customers That buy our Services Which makes us conduct Activities That consume our Resources
Basic Activity Cost Allocation ,[object Object],Fundamental Cost Objects Activities Costs of Activities Assignment to Other Cost Objects Product Lines Individual Products Customers Distribution Channels
Implementing Activity Costing ,[object Object],[object Object],[object Object],Identify and classify cost objects (activities). Customer Value Package 1 Customer Value Package 2 Identify cost drivers relevant to each activity in a whole product value package: Marketing & Sales Corporate Services Lifecycle Support Step 1 Step 2
Activity-Based Costing ,[object Object],[object Object],[object Object],[object Object]
Cost Drivers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Activity–Based Costing - 1 ,[object Object],[object Object],[object Object],[object Object],[object Object],Managers need to see “whole product” costs as an integral part of the firm’s effort to create value for customers.
Activity-Based Costing - 2 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Activity-Based Costing - 3 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
When to Use ABC - 1 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
When to Use ABC - 2 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Strategic Cost Analysis Benefits ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Typical Revelations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Limitations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Service-Profit Model ,[object Object],[object Object],[object Object],[object Object],1 3 4 5
Customer Lifecycle Costs ,[object Object],The Customer Lifecycle Phase 1 Pre-sale Phase 5 Value Creation Phase 9 Disposing & Upgrading Phase 2 Value Identification Phase 7 Customer Value Gain Phase 8 Value Improvement Phase 3 Meeting Needs Phase 4 Obtaining Commitment Phase 6 Customer Learning
Whole Product Value Chain ,[object Object],[object Object],[object Object],[object Object],[object Object],Value/Cost D Value/Cost C Value/Cost B Generic Product Value/Cost A Expected Product Total Solution
Value Chain Analysis ,[object Object],[object Object],[object Object],[object Object],[object Object]
Value Chain ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Value Chain Analysis - 1 ,[object Object],[object Object],[object Object],[object Object],[object Object]
Value Chain Analysis - 2 ,[object Object],[object Object],[object Object],[object Object],[object Object]
Growing the Bottom Line ,[object Object],Activities Costs of Activities Product Lines Individual Products Customers Distribution Channels Value/Cost D Value/Cost C Value/Cost B Generic Product Value/Cost A Expected Product
Increasing Net Value ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Value/Cost D Value/Cost C Value/Cost B Generic Product Value/Cost A Expected Product Total Solution
Margin Improvement ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Service Process Chain - 1 ,[object Object],xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx Service Product Marketing & Sales Support Customer Value & Your Profit xxxxx Process Activity A Customer Value Package Determining Service-Product Mix Determining Marketing & Sales Effort Support & Lifecycle Effort
Service Process Chain - 2 ,[object Object],xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx Service Product Marketing & Sales Support 1 5 9 2 7 8 3 4 6
What To Measure ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Service Process Improvement - 1 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Service Process Improvement - 2 ,[object Object],The Whole Product plus Enterprise Capabilities Value Chain - Processes Post-Sales Support Life-Cycle Support Pre-Sales Support Integration Services Software Consulting Hardware The Product 1. Marketing & Sales Logic 2. Service Product Design 3. Delivery & Customer Support 4. Revenue Model 5. Branding & Reputation 6. Informational 7. Interpersonal
Customer Profitability - 1 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Profitability - 2 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Profitability - 3 ,[object Object],[object Object],[object Object],[object Object],Sensitive Price-sensitive and few special demands Impressive Costly to service, but pay top dollar ,[object Object],[object Object],[object Object],Net Margin Realized Low High Low High Cost to Serve
Gaining Internal Balance ,[object Object],1 3 2 4 1 1 1 1 2 2 2 3 3 3 4 4 4 4 3 2 Profit Top-line Quality Technology CEO & Finance Sales Consulting Delivery Products & R&D
Summary – Improving Margins ,[object Object],[object Object],[object Object],[object Object],[object Object]
Profitably Serving Customers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],1 2 3 4 5

Empfohlen

Customer Retention
Customer RetentionCustomer Retention
Customer RetentionYayvo.com
 
Building Customer Relationship
Building Customer RelationshipBuilding Customer Relationship
Building Customer RelationshipMrirfan
 
Discovery Questions Template
Discovery Questions TemplateDiscovery Questions Template
Discovery Questions TemplateInsight Demand
 
Monetization - The Right Business Model for Your Digital Assets
Monetization - The Right Business Model for Your Digital AssetsMonetization - The Right Business Model for Your Digital Assets
Monetization - The Right Business Model for Your Digital AssetsApigee | Google Cloud
 
Cost Management PowerPoint Presentation Slides
Cost Management PowerPoint Presentation SlidesCost Management PowerPoint Presentation Slides
Cost Management PowerPoint Presentation SlidesSlideTeam
 
Lean startup - what is pivot
Lean startup - what is pivotLean startup - what is pivot
Lean startup - what is pivotYuki Sekiguchi
 
Business model Canvas
Business model CanvasBusiness model Canvas
Business model CanvasIbrahim Faza
 
Mapping the Customer Journey with Engagement Models
Mapping the Customer Journey with Engagement ModelsMapping the Customer Journey with Engagement Models
Mapping the Customer Journey with Engagement ModelsGainsight
 

Empfohlen

Customer Retention
Customer RetentionCustomer Retention
Customer RetentionYayvo.com
 
Building Customer Relationship
Building Customer RelationshipBuilding Customer Relationship
Building Customer RelationshipMrirfan
 
Discovery Questions Template
Discovery Questions TemplateDiscovery Questions Template
Discovery Questions TemplateInsight Demand
 
Monetization - The Right Business Model for Your Digital Assets
Monetization - The Right Business Model for Your Digital AssetsMonetization - The Right Business Model for Your Digital Assets
Monetization - The Right Business Model for Your Digital AssetsApigee | Google Cloud
 
Cost Management PowerPoint Presentation Slides
Cost Management PowerPoint Presentation SlidesCost Management PowerPoint Presentation Slides
Cost Management PowerPoint Presentation SlidesSlideTeam
 
Lean startup - what is pivot
Lean startup - what is pivotLean startup - what is pivot
Lean startup - what is pivotYuki Sekiguchi
 
Business model Canvas
Business model CanvasBusiness model Canvas
Business model CanvasIbrahim Faza
 
Mapping the Customer Journey with Engagement Models
Mapping the Customer Journey with Engagement ModelsMapping the Customer Journey with Engagement Models
Mapping the Customer Journey with Engagement ModelsGainsight
 
The startup owners manual sxsw
The startup owners manual sxswThe startup owners manual sxsw
The startup owners manual sxswStanford University
 
Value proposition Design
Value proposition DesignValue proposition Design
Value proposition DesignWisnu Dewobroto
 
CRM Marketing
CRM MarketingCRM Marketing
CRM MarketingVishal Thalla
 
100 Task Playbook - Sample
100 Task Playbook - Sample100 Task Playbook - Sample
100 Task Playbook - SampleMartin Bell
 
Mastering the Upsell
Mastering the UpsellMastering the Upsell
Mastering the UpsellGainsight
 
Product Management in B2B
Product Management in B2BProduct Management in B2B
Product Management in B2BAshish Gupta
 
Customer segmentation
Customer segmentation Customer segmentation
Customer segmentation CleverTap
 
Customer centric workshop
Customer centric workshop Customer centric workshop
Customer centric workshop MacInnis Marketing
 
Customer experience strategy development methodology v1.6
Customer experience strategy development methodology v1.6Customer experience strategy development methodology v1.6
Customer experience strategy development methodology v1.6Roberto Suarez-Ojedis
 
Un-bundling businessmodel
Un-bundling businessmodelUn-bundling businessmodel
Un-bundling businessmodelHuyên(Harper) Lê
 
Customer value and satisfaction
Customer value and satisfactionCustomer value and satisfaction
Customer value and satisfactionmayankvns
 
Customer Retention Strategy
Customer Retention StrategyCustomer Retention Strategy
Customer Retention StrategyAvinash Kumar
 
The Customer Success Maturity Model | ClientSuccess
The Customer Success Maturity Model | ClientSuccessThe Customer Success Maturity Model | ClientSuccess
The Customer Success Maturity Model | ClientSuccessClientSuccess
 
Metrics & KPIs. Tips To Setup Your Measurement Initiative Right.
Metrics & KPIs. Tips To Setup Your Measurement Initiative Right.Metrics & KPIs. Tips To Setup Your Measurement Initiative Right.
Metrics & KPIs. Tips To Setup Your Measurement Initiative Right.Michael Tarnowski
 
Marketing 101 chapter2 building customer satisfaction
Marketing 101 chapter2 building customer satisfactionMarketing 101 chapter2 building customer satisfaction
Marketing 101 chapter2 building customer satisfactionMarivic Macale
 
Service quality
Service qualityService quality
Service qualityPrithvi Ghag
 
Farmer vs hunter
Farmer vs hunterFarmer vs hunter
Farmer vs hunterAdeolu Akinyemi
 
Introduction to the Business Model Canvas
Introduction to the Business Model CanvasIntroduction to the Business Model Canvas
Introduction to the Business Model CanvasDavid Sturtz
 
Lean Stack - A Story Of Continuous Improvement
Lean Stack - A Story Of Continuous ImprovementLean Stack - A Story Of Continuous Improvement
Lean Stack - A Story Of Continuous ImprovementLukas Fittl
 
Lean Startup: Pivot vs Persevere
Lean Startup: Pivot vs PersevereLean Startup: Pivot vs Persevere
Lean Startup: Pivot vs PersevereCarlos Morales
 
Service profit chain
Service profit chainService profit chain
Service profit chainJimmy Saadoon
 
Using Business Architecture to enable customer experience and digital strategy
Using Business Architecture to enable customer experience and digital strategyUsing Business Architecture to enable customer experience and digital strategy
Using Business Architecture to enable customer experience and digital strategyCraig Martin
 

Weitere ähnliche Inhalte

Was ist angesagt?

Value proposition Design
Value proposition DesignValue proposition Design
Value proposition DesignWisnu Dewobroto
 
100 Task Playbook - Sample
100 Task Playbook - Sample100 Task Playbook - Sample
100 Task Playbook - SampleMartin Bell
 
Mastering the Upsell
Mastering the UpsellMastering the Upsell
Mastering the UpsellGainsight
 
Product Management in B2B
Product Management in B2BProduct Management in B2B
Product Management in B2BAshish Gupta
 
Customer segmentation
Customer segmentation Customer segmentation
Customer segmentation CleverTap
 
Customer experience strategy development methodology v1.6
Customer experience strategy development methodology v1.6Customer experience strategy development methodology v1.6
Customer experience strategy development methodology v1.6Roberto Suarez-Ojedis
 
Customer value and satisfaction
Customer value and satisfactionCustomer value and satisfaction
Customer value and satisfactionmayankvns
 
Customer Retention Strategy
Customer Retention StrategyCustomer Retention Strategy
Customer Retention StrategyAvinash Kumar
 
The Customer Success Maturity Model | ClientSuccess
The Customer Success Maturity Model | ClientSuccessThe Customer Success Maturity Model | ClientSuccess
The Customer Success Maturity Model | ClientSuccessClientSuccess
 
Metrics & KPIs. Tips To Setup Your Measurement Initiative Right.
Metrics & KPIs. Tips To Setup Your Measurement Initiative Right.Metrics & KPIs. Tips To Setup Your Measurement Initiative Right.
Metrics & KPIs. Tips To Setup Your Measurement Initiative Right.Michael Tarnowski
 
Marketing 101 chapter2 building customer satisfaction
Marketing 101 chapter2 building customer satisfactionMarketing 101 chapter2 building customer satisfaction
Marketing 101 chapter2 building customer satisfactionMarivic Macale
 
Introduction to the Business Model Canvas
Introduction to the Business Model CanvasIntroduction to the Business Model Canvas
Introduction to the Business Model CanvasDavid Sturtz
 
Lean Stack - A Story Of Continuous Improvement
Lean Stack - A Story Of Continuous ImprovementLean Stack - A Story Of Continuous Improvement
Lean Stack - A Story Of Continuous ImprovementLukas Fittl
 
Lean Startup: Pivot vs Persevere
Lean Startup: Pivot vs PersevereLean Startup: Pivot vs Persevere
Lean Startup: Pivot vs PersevereCarlos Morales
 

Was ist angesagt? (20)

The startup owners manual sxsw
The startup owners manual sxswThe startup owners manual sxsw
The startup owners manual sxsw
 
Value proposition Design
Value proposition DesignValue proposition Design
Value proposition Design
 
CRM Marketing
CRM MarketingCRM Marketing
CRM Marketing
 
100 Task Playbook - Sample
100 Task Playbook - Sample100 Task Playbook - Sample
100 Task Playbook - Sample
 
Mastering the Upsell
Mastering the UpsellMastering the Upsell
Mastering the Upsell
 
Product Management in B2B
Product Management in B2BProduct Management in B2B
Product Management in B2B
 
Customer segmentation
Customer segmentation Customer segmentation
Customer segmentation
 
Customer centric workshop
Customer centric workshop Customer centric workshop
Customer centric workshop
 
Customer experience strategy development methodology v1.6
Customer experience strategy development methodology v1.6Customer experience strategy development methodology v1.6
Customer experience strategy development methodology v1.6
 
Un-bundling businessmodel
Un-bundling businessmodelUn-bundling businessmodel
Un-bundling businessmodel
 
Customer value and satisfaction
Customer value and satisfactionCustomer value and satisfaction
Customer value and satisfaction
 
Customer Retention Strategy
Customer Retention StrategyCustomer Retention Strategy
Customer Retention Strategy
 
The Customer Success Maturity Model | ClientSuccess
The Customer Success Maturity Model | ClientSuccessThe Customer Success Maturity Model | ClientSuccess
The Customer Success Maturity Model | ClientSuccess
 
Metrics & KPIs. Tips To Setup Your Measurement Initiative Right.
Metrics & KPIs. Tips To Setup Your Measurement Initiative Right.Metrics & KPIs. Tips To Setup Your Measurement Initiative Right.
Metrics & KPIs. Tips To Setup Your Measurement Initiative Right.
 
Marketing 101 chapter2 building customer satisfaction
Marketing 101 chapter2 building customer satisfactionMarketing 101 chapter2 building customer satisfaction
Marketing 101 chapter2 building customer satisfaction
 
Service quality
Service qualityService quality
Service quality
 
Farmer vs hunter
Farmer vs hunterFarmer vs hunter
Farmer vs hunter
 
Introduction to the Business Model Canvas
Introduction to the Business Model CanvasIntroduction to the Business Model Canvas
Introduction to the Business Model Canvas
 
Lean Stack - A Story Of Continuous Improvement
Lean Stack - A Story Of Continuous ImprovementLean Stack - A Story Of Continuous Improvement
Lean Stack - A Story Of Continuous Improvement
 
Lean Startup: Pivot vs Persevere
Lean Startup: Pivot vs PersevereLean Startup: Pivot vs Persevere
Lean Startup: Pivot vs Persevere
 

Andere mochten auch

Service profit chain
Service profit chainService profit chain
Service profit chainJimmy Saadoon
 
Using Business Architecture to enable customer experience and digital strategy
Using Business Architecture to enable customer experience and digital strategyUsing Business Architecture to enable customer experience and digital strategy
Using Business Architecture to enable customer experience and digital strategyCraig Martin
 
Value chain analysis
Value chain analysisValue chain analysis
Value chain analysisMonish rm
 
14 Tips to Entrepreneurs to start the Right Stuff
14 Tips to Entrepreneurs to start the Right Stuff14 Tips to Entrepreneurs to start the Right Stuff
14 Tips to Entrepreneurs to start the Right StuffPatrick Stähler
 
Where i put my business logic - Greach 2014, Madrid, Spain
Where i put my business logic - Greach 2014, Madrid, SpainWhere i put my business logic - Greach 2014, Madrid, Spain
Where i put my business logic - Greach 2014, Madrid, SpainAntonio de la Torre Fernández
 
EEC Presentation by Chris Baggott & Brandon Lake
EEC Presentation by Chris Baggott & Brandon LakeEEC Presentation by Chris Baggott & Brandon Lake
EEC Presentation by Chris Baggott & Brandon LakeCompendium
 
Business Model Workshop: the Art of the Pitch
Business Model Workshop: the Art of the PitchBusiness Model Workshop: the Art of the Pitch
Business Model Workshop: the Art of the PitchKeith McGreggor
 
PhD Seminar Riezlern 2016
PhD Seminar Riezlern 2016PhD Seminar Riezlern 2016
PhD Seminar Riezlern 2016MOSTLY AI
 
Deconstructionist critism
Deconstructionist critismDeconstructionist critism
Deconstructionist critismAef Tony
 
The "Thank You Effect": 50 Small Ways to Improve Customer Service
The "Thank You Effect": 50 Small Ways to Improve Customer ServiceThe "Thank You Effect": 50 Small Ways to Improve Customer Service
The "Thank You Effect": 50 Small Ways to Improve Customer ServiceGreg Meyer
 
Process life cycle
Process life cycleProcess life cycle
Process life cycleGunjan Kumar
 
Product Marketing: A Critical Role in the Marketing Value Chain
Product Marketing: A Critical Role in the Marketing Value ChainProduct Marketing: A Critical Role in the Marketing Value Chain
Product Marketing: A Critical Role in the Marketing Value ChainTodd Ebert
 
Our hospitality and culinary school opens its doors in the year 2003
Our hospitality and culinary school opens its doors in the year 2003Our hospitality and culinary school opens its doors in the year 2003
Our hospitality and culinary school opens its doors in the year 2003Margarita Gandullo Recio
 
CULINARYON Linkedin.compressed (1)
CULINARYON Linkedin.compressed (1)CULINARYON Linkedin.compressed (1)
CULINARYON Linkedin.compressed (1)Culinarium
 
Cost Reduction Guide Issue 5 Logistics
Cost Reduction Guide Issue 5 LogisticsCost Reduction Guide Issue 5 Logistics
Cost Reduction Guide Issue 5 Logisticsymw15
 
Gerencia de proyectos pmbok (parte 1)
Gerencia de proyectos pmbok (parte 1)Gerencia de proyectos pmbok (parte 1)
Gerencia de proyectos pmbok (parte 1)Oscar Guarin
 
Newer concept, definition and theory of cancer by dr. rkdhaugoda of Nepal
Newer concept, definition and theory of cancer by dr. rkdhaugoda of NepalNewer concept, definition and theory of cancer by dr. rkdhaugoda of Nepal
Newer concept, definition and theory of cancer by dr. rkdhaugoda of Nepaldr.rajkumar dhaugoda
 
Chapter 9. service marketing
Chapter 9. service marketingChapter 9. service marketing
Chapter 9. service marketingJags Jagdish
 

Andere mochten auch (20)

Service profit chain
Service profit chainService profit chain
Service profit chain
 
Using Business Architecture to enable customer experience and digital strategy
Using Business Architecture to enable customer experience and digital strategyUsing Business Architecture to enable customer experience and digital strategy
Using Business Architecture to enable customer experience and digital strategy
 
Value chain analysis
Value chain analysisValue chain analysis
Value chain analysis
 
14 Tips to Entrepreneurs to start the Right Stuff
14 Tips to Entrepreneurs to start the Right Stuff14 Tips to Entrepreneurs to start the Right Stuff
14 Tips to Entrepreneurs to start the Right Stuff
 
Where i put my business logic - Greach 2014, Madrid, Spain
Where i put my business logic - Greach 2014, Madrid, SpainWhere i put my business logic - Greach 2014, Madrid, Spain
Where i put my business logic - Greach 2014, Madrid, Spain
 
EEC Presentation by Chris Baggott & Brandon Lake
EEC Presentation by Chris Baggott & Brandon LakeEEC Presentation by Chris Baggott & Brandon Lake
EEC Presentation by Chris Baggott & Brandon Lake
 
Life process
Life processLife process
Life process
 
Business Model Workshop: the Art of the Pitch
Business Model Workshop: the Art of the PitchBusiness Model Workshop: the Art of the Pitch
Business Model Workshop: the Art of the Pitch
 
PhD Seminar Riezlern 2016
PhD Seminar Riezlern 2016PhD Seminar Riezlern 2016
PhD Seminar Riezlern 2016
 
Deconstructionist critism
Deconstructionist critismDeconstructionist critism
Deconstructionist critism
 
The "Thank You Effect": 50 Small Ways to Improve Customer Service
The "Thank You Effect": 50 Small Ways to Improve Customer ServiceThe "Thank You Effect": 50 Small Ways to Improve Customer Service
The "Thank You Effect": 50 Small Ways to Improve Customer Service
 
Authentic assessment 2
Authentic assessment 2Authentic assessment 2
Authentic assessment 2
 
Process life cycle
Process life cycleProcess life cycle
Process life cycle
 
Product Marketing: A Critical Role in the Marketing Value Chain
Product Marketing: A Critical Role in the Marketing Value ChainProduct Marketing: A Critical Role in the Marketing Value Chain
Product Marketing: A Critical Role in the Marketing Value Chain
 
Our hospitality and culinary school opens its doors in the year 2003
Our hospitality and culinary school opens its doors in the year 2003Our hospitality and culinary school opens its doors in the year 2003
Our hospitality and culinary school opens its doors in the year 2003
 
CULINARYON Linkedin.compressed (1)
CULINARYON Linkedin.compressed (1)CULINARYON Linkedin.compressed (1)
CULINARYON Linkedin.compressed (1)
 
Cost Reduction Guide Issue 5 Logistics
Cost Reduction Guide Issue 5 LogisticsCost Reduction Guide Issue 5 Logistics
Cost Reduction Guide Issue 5 Logistics
 
Gerencia de proyectos pmbok (parte 1)
Gerencia de proyectos pmbok (parte 1)Gerencia de proyectos pmbok (parte 1)
Gerencia de proyectos pmbok (parte 1)
 
Newer concept, definition and theory of cancer by dr. rkdhaugoda of Nepal
Newer concept, definition and theory of cancer by dr. rkdhaugoda of NepalNewer concept, definition and theory of cancer by dr. rkdhaugoda of Nepal
Newer concept, definition and theory of cancer by dr. rkdhaugoda of Nepal
 
Chapter 9. service marketing
Chapter 9. service marketingChapter 9. service marketing
Chapter 9. service marketing
 

Ähnlich wie Service Product Profit Model - FULL

The Discipline of Customer Development
The Discipline of Customer Development The Discipline of Customer Development
The Discipline of Customer Development Segun Ogunwale
 
Value Management by Jan ten Bosch
Value Management by Jan ten BoschValue Management by Jan ten Bosch
Value Management by Jan ten BoschJan ten Bosch
 
Critical success factors for integrated marketing communications Sept 2013
Critical success factors for integrated marketing communications Sept 2013Critical success factors for integrated marketing communications Sept 2013
Critical success factors for integrated marketing communications Sept 2013James Vander Putten
 
Day 1 driving business impact multichannel excerpt
Day 1 driving business impact multichannel excerptDay 1 driving business impact multichannel excerpt
Day 1 driving business impact multichannel excerptAnn McCartan
 
How to Create Value and Achieve Trusted Business Partnerships
How to Create Value and Achieve Trusted Business PartnershipsHow to Create Value and Achieve Trusted Business Partnerships
How to Create Value and Achieve Trusted Business PartnershipsGlobal Partners Inc.
 
Customer Centric Marketing Seminar 4 04 06v3
Customer Centric Marketing Seminar 4 04 06v3Customer Centric Marketing Seminar 4 04 06v3
Customer Centric Marketing Seminar 4 04 06v3Mark Price
 
Actionable metrics in lean product development
Actionable metrics in lean product developmentActionable metrics in lean product development
Actionable metrics in lean product developmentHuong Ngo
 
Service culture impact on perfomance
Service culture impact on perfomanceService culture impact on perfomance
Service culture impact on perfomanceAegis Global Academy
 
Lecture 5 Brand Management
Lecture 5 Brand ManagementLecture 5 Brand Management
Lecture 5 Brand ManagementNagesh Pai
 
CRM Analytics_Marketelligent
CRM Analytics_MarketelligentCRM Analytics_Marketelligent
CRM Analytics_MarketelligentMarketelligent
 
Chapter 5 by Kaye Olivar v53
Chapter 5 by Kaye Olivar v53Chapter 5 by Kaye Olivar v53
Chapter 5 by Kaye Olivar v53Kaye Olivar
 
Chapter 5 by kaye olivar v53
Chapter 5 by kaye olivar v53Chapter 5 by kaye olivar v53
Chapter 5 by kaye olivar v53Kaye Olivar
 
Iig For Entrepreneurs Iss 1 .4
Iig For Entrepreneurs Iss 1 .4Iig For Entrepreneurs Iss 1 .4
Iig For Entrepreneurs Iss 1 .4Eugene Nizeyimana
 
Mba i mm-1 u-1.2 customer value & satisfaction
Mba i mm-1 u-1.2 customer value & satisfactionMba i mm-1 u-1.2 customer value & satisfaction
Mba i mm-1 u-1.2 customer value & satisfactionRai University
 
Metrics for product managers tpma-feb2020
Metrics for product managers tpma-feb2020Metrics for product managers tpma-feb2020
Metrics for product managers tpma-feb2020Saeed Khan
 
Introducing Clear Cell 2010
Introducing Clear Cell 2010Introducing Clear Cell 2010
Introducing Clear Cell 2010Chris Catchpole
 
How happy are your customers measure customer satisfaction
How happy are your customers measure customer satisfactionHow happy are your customers measure customer satisfaction
How happy are your customers measure customer satisfactionladylouuu
 

Ähnlich wie Service Product Profit Model - FULL (20)

The Discipline of Customer Development
The Discipline of Customer Development The Discipline of Customer Development
The Discipline of Customer Development
 
Value Management by Jan ten Bosch
Value Management by Jan ten BoschValue Management by Jan ten Bosch
Value Management by Jan ten Bosch
 
Critical success factors for integrated marketing communications Sept 2013
Critical success factors for integrated marketing communications Sept 2013Critical success factors for integrated marketing communications Sept 2013
Critical success factors for integrated marketing communications Sept 2013
 
Day 1 driving business impact multichannel excerpt
Day 1 driving business impact multichannel excerptDay 1 driving business impact multichannel excerpt
Day 1 driving business impact multichannel excerpt
 
How to Create Value and Achieve Trusted Business Partnerships
How to Create Value and Achieve Trusted Business PartnershipsHow to Create Value and Achieve Trusted Business Partnerships
How to Create Value and Achieve Trusted Business Partnerships
 
Customer Centric Marketing Seminar 4 04 06v3
Customer Centric Marketing Seminar 4 04 06v3Customer Centric Marketing Seminar 4 04 06v3
Customer Centric Marketing Seminar 4 04 06v3
 
Actionable metrics in lean product development
Actionable metrics in lean product developmentActionable metrics in lean product development
Actionable metrics in lean product development
 
Service culture impact on perfomance
Service culture impact on perfomanceService culture impact on perfomance
Service culture impact on perfomance
 
Primo CRM
Primo CRMPrimo CRM
Primo CRM
 
Lecture 5 Brand Management
Lecture 5 Brand ManagementLecture 5 Brand Management
Lecture 5 Brand Management
 
CRM Analytics_Marketelligent
CRM Analytics_MarketelligentCRM Analytics_Marketelligent
CRM Analytics_Marketelligent
 
Chapter 5 by Kaye Olivar v53
Chapter 5 by Kaye Olivar v53Chapter 5 by Kaye Olivar v53
Chapter 5 by Kaye Olivar v53
 
Session 8 MG 220 BBA - 1 Sep 10
Session 8 MG 220 BBA - 1 Sep 10Session 8 MG 220 BBA - 1 Sep 10
Session 8 MG 220 BBA - 1 Sep 10
 
Chapter 5 by kaye olivar v53
Chapter 5 by kaye olivar v53Chapter 5 by kaye olivar v53
Chapter 5 by kaye olivar v53
 
marketing management
marketing managementmarketing management
marketing management
 
Iig For Entrepreneurs Iss 1 .4
Iig For Entrepreneurs Iss 1 .4Iig For Entrepreneurs Iss 1 .4
Iig For Entrepreneurs Iss 1 .4
 
Mba i mm-1 u-1.2 customer value & satisfaction
Mba i mm-1 u-1.2 customer value & satisfactionMba i mm-1 u-1.2 customer value & satisfaction
Mba i mm-1 u-1.2 customer value & satisfaction
 
Metrics for product managers tpma-feb2020
Metrics for product managers tpma-feb2020Metrics for product managers tpma-feb2020
Metrics for product managers tpma-feb2020
 
Introducing Clear Cell 2010
Introducing Clear Cell 2010Introducing Clear Cell 2010
Introducing Clear Cell 2010
 
How happy are your customers measure customer satisfaction
How happy are your customers measure customer satisfactionHow happy are your customers measure customer satisfaction
How happy are your customers measure customer satisfaction
 

Mehr von Walter Adamson

How Digital Decoupling Frees Innovation and Wealth Creation - the true meanin...
How Digital Decoupling Frees Innovation and Wealth Creation - the true meanin...How Digital Decoupling Frees Innovation and Wealth Creation - the true meanin...
How Digital Decoupling Frees Innovation and Wealth Creation - the true meanin...Walter Adamson
 
Kinship Digital ASX GN8 Compliance Monitoring Social Media Examples Crown New...
Kinship Digital ASX GN8 Compliance Monitoring Social Media Examples Crown New...Kinship Digital ASX GN8 Compliance Monitoring Social Media Examples Crown New...
Kinship Digital ASX GN8 Compliance Monitoring Social Media Examples Crown New...Walter Adamson
 
Social Media Governance - Beyond the Risks
Social Media Governance - Beyond the RisksSocial Media Governance - Beyond the Risks
Social Media Governance - Beyond the RisksWalter Adamson
 
From Innovation to Wealth Creation - Getting Closer to Customers Faster
From Innovation to Wealth Creation - Getting Closer to Customers FasterFrom Innovation to Wealth Creation - Getting Closer to Customers Faster
From Innovation to Wealth Creation - Getting Closer to Customers FasterWalter Adamson
 
Social Media Assessment - How to Get Started
Social Media Assessment - How to Get StartedSocial Media Assessment - How to Get Started
Social Media Assessment - How to Get StartedWalter Adamson
 
Slideshare as a Social Media Tool
Slideshare as a Social Media ToolSlideshare as a Social Media Tool
Slideshare as a Social Media ToolWalter Adamson
 
Social Media Revolution - Creating Your Personal Online Profile
Social Media Revolution - Creating Your Personal Online ProfileSocial Media Revolution - Creating Your Personal Online Profile
Social Media Revolution - Creating Your Personal Online ProfileWalter Adamson
 
The Business Model of Outtasking
The Business Model of OuttaskingThe Business Model of Outtasking
The Business Model of OuttaskingWalter Adamson
 
Strategic Sourcing, Identifying Core Processes
Strategic Sourcing, Identifying Core ProcessesStrategic Sourcing, Identifying Core Processes
Strategic Sourcing, Identifying Core ProcessesWalter Adamson
 
Engaging with the Market to Leverage your Buying Power - Full Notes
Engaging with the Market to Leverage your Buying Power - Full NotesEngaging with the Market to Leverage your Buying Power - Full Notes
Engaging with the Market to Leverage your Buying Power - Full NotesWalter Adamson
 
Consulting Performance - The Consultant's Core
Consulting Performance - The Consultant's CoreConsulting Performance - The Consultant's Core
Consulting Performance - The Consultant's CoreWalter Adamson
 
Aliging IT with Business Goals, an Interactive Working Session
Aliging IT with Business Goals, an Interactive Working SessionAliging IT with Business Goals, an Interactive Working Session
Aliging IT with Business Goals, an Interactive Working SessionWalter Adamson
 
Strategy-Benefits Roadmapping for Tracing Project Business Benefits
Strategy-Benefits Roadmapping for Tracing Project Business BenefitsStrategy-Benefits Roadmapping for Tracing Project Business Benefits
Strategy-Benefits Roadmapping for Tracing Project Business BenefitsWalter Adamson
 
When Will Outsourcing Grow Up?
When Will Outsourcing Grow Up?When Will Outsourcing Grow Up?
When Will Outsourcing Grow Up?Walter Adamson
 
IT Outsourcing: Engaging with the Market to Leverage your Buying Power
IT Outsourcing: Engaging with the Market to Leverage your Buying PowerIT Outsourcing: Engaging with the Market to Leverage your Buying Power
IT Outsourcing: Engaging with the Market to Leverage your Buying PowerWalter Adamson
 
Business Planning for Success - 5 Essential Steps
Business Planning for Success - 5 Essential StepsBusiness Planning for Success - 5 Essential Steps
Business Planning for Success - 5 Essential StepsWalter Adamson
 
The DILIGENT Commercialization Methodology - Overview
The DILIGENT Commercialization Methodology - OverviewThe DILIGENT Commercialization Methodology - Overview
The DILIGENT Commercialization Methodology - OverviewWalter Adamson
 
How Korea Built the Broadband that America Wanted
How Korea Built the Broadband that America WantedHow Korea Built the Broadband that America Wanted
How Korea Built the Broadband that America WantedWalter Adamson
 
How To Develop Value Propositions, for CIOs
How To Develop Value Propositions, for CIOsHow To Develop Value Propositions, for CIOs
How To Develop Value Propositions, for CIOsWalter Adamson
 

Mehr von Walter Adamson (20)

How Digital Decoupling Frees Innovation and Wealth Creation - the true meanin...
How Digital Decoupling Frees Innovation and Wealth Creation - the true meanin...How Digital Decoupling Frees Innovation and Wealth Creation - the true meanin...
How Digital Decoupling Frees Innovation and Wealth Creation - the true meanin...
 
Kinship Digital ASX GN8 Compliance Monitoring Social Media Examples Crown New...
Kinship Digital ASX GN8 Compliance Monitoring Social Media Examples Crown New...Kinship Digital ASX GN8 Compliance Monitoring Social Media Examples Crown New...
Kinship Digital ASX GN8 Compliance Monitoring Social Media Examples Crown New...
 
Social Media Governance - Beyond the Risks
Social Media Governance - Beyond the RisksSocial Media Governance - Beyond the Risks
Social Media Governance - Beyond the Risks
 
From Innovation to Wealth Creation - Getting Closer to Customers Faster
From Innovation to Wealth Creation - Getting Closer to Customers FasterFrom Innovation to Wealth Creation - Getting Closer to Customers Faster
From Innovation to Wealth Creation - Getting Closer to Customers Faster
 
Social Media Assessment - How to Get Started
Social Media Assessment - How to Get StartedSocial Media Assessment - How to Get Started
Social Media Assessment - How to Get Started
 
Slideshare as a Social Media Tool
Slideshare as a Social Media ToolSlideshare as a Social Media Tool
Slideshare as a Social Media Tool
 
Social Media Revolution - Creating Your Personal Online Profile
Social Media Revolution - Creating Your Personal Online ProfileSocial Media Revolution - Creating Your Personal Online Profile
Social Media Revolution - Creating Your Personal Online Profile
 
The Business Model of Outtasking
The Business Model of OuttaskingThe Business Model of Outtasking
The Business Model of Outtasking
 
Strategic Sourcing, Identifying Core Processes
Strategic Sourcing, Identifying Core ProcessesStrategic Sourcing, Identifying Core Processes
Strategic Sourcing, Identifying Core Processes
 
Engaging with the Market to Leverage your Buying Power - Full Notes
Engaging with the Market to Leverage your Buying Power - Full NotesEngaging with the Market to Leverage your Buying Power - Full Notes
Engaging with the Market to Leverage your Buying Power - Full Notes
 
Consulting Performance - The Consultant's Core
Consulting Performance - The Consultant's CoreConsulting Performance - The Consultant's Core
Consulting Performance - The Consultant's Core
 
Aliging IT with Business Goals, an Interactive Working Session
Aliging IT with Business Goals, an Interactive Working SessionAliging IT with Business Goals, an Interactive Working Session
Aliging IT with Business Goals, an Interactive Working Session
 
Strategy-Benefits Roadmapping for Tracing Project Business Benefits
Strategy-Benefits Roadmapping for Tracing Project Business BenefitsStrategy-Benefits Roadmapping for Tracing Project Business Benefits
Strategy-Benefits Roadmapping for Tracing Project Business Benefits
 
When Will Outsourcing Grow Up?
When Will Outsourcing Grow Up?When Will Outsourcing Grow Up?
When Will Outsourcing Grow Up?
 
IT Outsourcing: Engaging with the Market to Leverage your Buying Power
IT Outsourcing: Engaging with the Market to Leverage your Buying PowerIT Outsourcing: Engaging with the Market to Leverage your Buying Power
IT Outsourcing: Engaging with the Market to Leverage your Buying Power
 
Business Planning for Success - 5 Essential Steps
Business Planning for Success - 5 Essential StepsBusiness Planning for Success - 5 Essential Steps
Business Planning for Success - 5 Essential Steps
 
Mobile TV Winners
Mobile TV WinnersMobile TV Winners
Mobile TV Winners
 
The DILIGENT Commercialization Methodology - Overview
The DILIGENT Commercialization Methodology - OverviewThe DILIGENT Commercialization Methodology - Overview
The DILIGENT Commercialization Methodology - Overview
 
How Korea Built the Broadband that America Wanted
How Korea Built the Broadband that America WantedHow Korea Built the Broadband that America Wanted
How Korea Built the Broadband that America Wanted
 
How To Develop Value Propositions, for CIOs
How To Develop Value Propositions, for CIOsHow To Develop Value Propositions, for CIOs
How To Develop Value Propositions, for CIOs
 

Kürzlich hochgeladen

TriStar Gold Corporate Presentation - April 2024
TriStar Gold Corporate Presentation - April 2024TriStar Gold Corporate Presentation - April 2024
TriStar Gold Corporate Presentation - April 2024Adnet Communications
 
Flow Your Strategy at Flight Levels Day 2024
Flow Your Strategy at Flight Levels Day 2024Flow Your Strategy at Flight Levels Day 2024
Flow Your Strategy at Flight Levels Day 2024Kirill Klimov
 
Cyber Security Training in Office Environment
Cyber Security Training in Office EnvironmentCyber Security Training in Office Environment
Cyber Security Training in Office Environmentelijahj01012
 
Kenya’s Coconut Value Chain by Gatsby Africa
Kenya’s Coconut Value Chain by Gatsby AfricaKenya’s Coconut Value Chain by Gatsby Africa
Kenya’s Coconut Value Chain by Gatsby Africaictsugar
 
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptx
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptxThe-Ethical-issues-ghhhhhhhhjof-Byjus.pptx
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptxmbikashkanyari
 
APRIL2024_UKRAINE_xml_0000000000000 .pdf
APRIL2024_UKRAINE_xml_0000000000000 .pdfAPRIL2024_UKRAINE_xml_0000000000000 .pdf
APRIL2024_UKRAINE_xml_0000000000000 .pdfRbc Rbcua
 
Traction part 2 - EOS Model JAX Bridges.
Traction part 2 - EOS Model JAX Bridges.Traction part 2 - EOS Model JAX Bridges.
Traction part 2 - EOS Model JAX Bridges.Anamaria Contreras
 
(Best) ENJOY Call Girls in Faridabad Ex | 8377087607
(Best) ENJOY Call Girls in Faridabad Ex | 8377087607(Best) ENJOY Call Girls in Faridabad Ex | 8377087607
(Best) ENJOY Call Girls in Faridabad Ex | 8377087607dollysharma2066
 
Church Building Grants To Assist With New Construction, Additions, And Restor...
Church Building Grants To Assist With New Construction, Additions, And Restor...Church Building Grants To Assist With New Construction, Additions, And Restor...
Church Building Grants To Assist With New Construction, Additions, And Restor...Americas Got Grants
 
8447779800, Low rate Call girls in Saket Delhi NCR
8447779800, Low rate Call girls in Saket Delhi NCR8447779800, Low rate Call girls in Saket Delhi NCR
8447779800, Low rate Call girls in Saket Delhi NCRashishs7044
 
Buy gmail accounts.pdf Buy Old Gmail Accounts
Buy gmail accounts.pdf Buy Old Gmail AccountsBuy gmail accounts.pdf Buy Old Gmail Accounts
Buy gmail accounts.pdf Buy Old Gmail AccountsBuy Verified Accounts
 
Pitch Deck Teardown: Geodesic.Life's $500k Pre-seed deck
Pitch Deck Teardown: Geodesic.Life's $500k Pre-seed deckPitch Deck Teardown: Geodesic.Life's $500k Pre-seed deck
Pitch Deck Teardown: Geodesic.Life's $500k Pre-seed deckHajeJanKamps
 
Unlocking the Future: Explore Web 3.0 Workshop to Start Earning Today!
Unlocking the Future: Explore Web 3.0 Workshop to Start Earning Today!Unlocking the Future: Explore Web 3.0 Workshop to Start Earning Today!
Unlocking the Future: Explore Web 3.0 Workshop to Start Earning Today!Doge Mining Website
 
8447779800, Low rate Call girls in Rohini Delhi NCR
8447779800, Low rate Call girls in Rohini Delhi NCR8447779800, Low rate Call girls in Rohini Delhi NCR
8447779800, Low rate Call girls in Rohini Delhi NCRashishs7044
 
Marketplace and Quality Assurance Presentation - Vincent Chirchir
Marketplace and Quality Assurance Presentation - Vincent ChirchirMarketplace and Quality Assurance Presentation - Vincent Chirchir
Marketplace and Quality Assurance Presentation - Vincent Chirchirictsugar
 
Darshan Hiranandani [News About Next CEO].pdf
Darshan Hiranandani [News About Next CEO].pdfDarshan Hiranandani [News About Next CEO].pdf
Darshan Hiranandani [News About Next CEO].pdfShashank Mehta
 
Investment in The Coconut Industry by Nancy Cheruiyot
Investment in The Coconut Industry by Nancy CheruiyotInvestment in The Coconut Industry by Nancy Cheruiyot
Investment in The Coconut Industry by Nancy Cheruiyotictsugar
 
FULL ENJOY Call girls in Paharganj Delhi | 8377087607
FULL ENJOY Call girls in Paharganj Delhi | 8377087607FULL ENJOY Call girls in Paharganj Delhi | 8377087607
FULL ENJOY Call girls in Paharganj Delhi | 8377087607dollysharma2066
 

Kürzlich hochgeladen (20)

No-1 Call Girls In Goa 93193 VIP 73153 Escort service In North Goa Panaji, Ca...
No-1 Call Girls In Goa 93193 VIP 73153 Escort service In North Goa Panaji, Ca...No-1 Call Girls In Goa 93193 VIP 73153 Escort service In North Goa Panaji, Ca...
No-1 Call Girls In Goa 93193 VIP 73153 Escort service In North Goa Panaji, Ca...
 
TriStar Gold Corporate Presentation - April 2024
TriStar Gold Corporate Presentation - April 2024TriStar Gold Corporate Presentation - April 2024
TriStar Gold Corporate Presentation - April 2024
 
Flow Your Strategy at Flight Levels Day 2024
Flow Your Strategy at Flight Levels Day 2024Flow Your Strategy at Flight Levels Day 2024
Flow Your Strategy at Flight Levels Day 2024
 
Cyber Security Training in Office Environment
Cyber Security Training in Office EnvironmentCyber Security Training in Office Environment
Cyber Security Training in Office Environment
 
Kenya’s Coconut Value Chain by Gatsby Africa
Kenya’s Coconut Value Chain by Gatsby AfricaKenya’s Coconut Value Chain by Gatsby Africa
Kenya’s Coconut Value Chain by Gatsby Africa
 
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptx
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptxThe-Ethical-issues-ghhhhhhhhjof-Byjus.pptx
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptx
 
APRIL2024_UKRAINE_xml_0000000000000 .pdf
APRIL2024_UKRAINE_xml_0000000000000 .pdfAPRIL2024_UKRAINE_xml_0000000000000 .pdf
APRIL2024_UKRAINE_xml_0000000000000 .pdf
 
Traction part 2 - EOS Model JAX Bridges.
Traction part 2 - EOS Model JAX Bridges.Traction part 2 - EOS Model JAX Bridges.
Traction part 2 - EOS Model JAX Bridges.
 
(Best) ENJOY Call Girls in Faridabad Ex | 8377087607
(Best) ENJOY Call Girls in Faridabad Ex | 8377087607(Best) ENJOY Call Girls in Faridabad Ex | 8377087607
(Best) ENJOY Call Girls in Faridabad Ex | 8377087607
 
Church Building Grants To Assist With New Construction, Additions, And Restor...
Church Building Grants To Assist With New Construction, Additions, And Restor...Church Building Grants To Assist With New Construction, Additions, And Restor...
Church Building Grants To Assist With New Construction, Additions, And Restor...
 
8447779800, Low rate Call girls in Saket Delhi NCR
8447779800, Low rate Call girls in Saket Delhi NCR8447779800, Low rate Call girls in Saket Delhi NCR
8447779800, Low rate Call girls in Saket Delhi NCR
 
Buy gmail accounts.pdf Buy Old Gmail Accounts
Buy gmail accounts.pdf Buy Old Gmail AccountsBuy gmail accounts.pdf Buy Old Gmail Accounts
Buy gmail accounts.pdf Buy Old Gmail Accounts
 
Pitch Deck Teardown: Geodesic.Life's $500k Pre-seed deck
Pitch Deck Teardown: Geodesic.Life's $500k Pre-seed deckPitch Deck Teardown: Geodesic.Life's $500k Pre-seed deck
Pitch Deck Teardown: Geodesic.Life's $500k Pre-seed deck
 
Unlocking the Future: Explore Web 3.0 Workshop to Start Earning Today!
Unlocking the Future: Explore Web 3.0 Workshop to Start Earning Today!Unlocking the Future: Explore Web 3.0 Workshop to Start Earning Today!
Unlocking the Future: Explore Web 3.0 Workshop to Start Earning Today!
 
8447779800, Low rate Call girls in Rohini Delhi NCR
8447779800, Low rate Call girls in Rohini Delhi NCR8447779800, Low rate Call girls in Rohini Delhi NCR
8447779800, Low rate Call girls in Rohini Delhi NCR
 
Marketplace and Quality Assurance Presentation - Vincent Chirchir
Marketplace and Quality Assurance Presentation - Vincent ChirchirMarketplace and Quality Assurance Presentation - Vincent Chirchir
Marketplace and Quality Assurance Presentation - Vincent Chirchir
 
Darshan Hiranandani [News About Next CEO].pdf
Darshan Hiranandani [News About Next CEO].pdfDarshan Hiranandani [News About Next CEO].pdf
Darshan Hiranandani [News About Next CEO].pdf
 
Enjoy ➥8448380779▻ Call Girls In Sector 18 Noida Escorts Delhi NCR
Enjoy ➥8448380779▻ Call Girls In Sector 18 Noida Escorts Delhi NCREnjoy ➥8448380779▻ Call Girls In Sector 18 Noida Escorts Delhi NCR
Enjoy ➥8448380779▻ Call Girls In Sector 18 Noida Escorts Delhi NCR
 
Investment in The Coconut Industry by Nancy Cheruiyot
Investment in The Coconut Industry by Nancy CheruiyotInvestment in The Coconut Industry by Nancy Cheruiyot
Investment in The Coconut Industry by Nancy Cheruiyot
 
FULL ENJOY Call girls in Paharganj Delhi | 8377087607
FULL ENJOY Call girls in Paharganj Delhi | 8377087607FULL ENJOY Call girls in Paharganj Delhi | 8377087607
FULL ENJOY Call girls in Paharganj Delhi | 8377087607
 

Service Product Profit Model - FULL

  • 1. Customer Lifecycle and The Service-Profit Chain Walter Adamson June, 2003 Version C Contact: [email_address] Tel: +61 403 345 632
  • 2.
  • 3. The Service Profit Chain 1 Focus of This Presentation Connected through Value Employee Productivity Internal Performance Employee Loyalty When we have this ..... Employee Satisfaction Profit & Growth 1 Customer Loyalty Customer Satisfaction 1 Customer Value 1 Service Value 1 External Performance
  • 4.
  • 5.
  • 6.
  • 7.
  • 8.
  • 9.
  • 10.
  • 11.
  • 12.
  • 13. The Service Profit Chain 1 Focus of This Presentation Connected through Value Employee Productivity Internal Performance Employee Loyalty When we have this ..... Employee Satisfaction Profit & Growth 1 Customer Loyalty Customer Satisfaction 1 Customer Value 1 Service Value 1 External Performance
  • 14.
  • 15.
  • 16.
  • 17.
  • 18.
  • 19.
  • 20.
  • 21.
  • 22. Customer Value Customer Value Model Customer Value Package Business Logic and Strategy Customer Value has three major components
  • 23.
  • 24.
  • 25.
  • 26.
  • 27.
  • 28.
  • 29.
  • 30.
  • 31.
  • 32.
  • 33.
  • 34.
  • 35.
  • 36.
  • 37.
  • 38.
  • 39.
  • 40.
  • 41.
  • 42.
  • 43.
  • 44.
  • 45.
  • 46.
  • 47.
  • 48.
  • 49.
  • 50.
  • 51.
  • 52.
  • 53.
  • 54.
  • 55.
  • 56.
  • 57.
  • 58.
  • 59.
  • 60. Pricing Strategies Begin with costs and work towards selling price Begin with selling price and work towards costs Cost factors Price Customer Value Competition Cost-based Pricing Demand-based Pricing Combination Pricing Competition-based Pricing Begin with Competitors’ Pricing Above The Market Below The Market At The Market
  • 61.
  • 62.
  • 63.
  • 64.
  • 65.
  • 66.
  • 67.
  • 68.
  • 69.
  • 70.
  • 71.
  • 72.
  • 73.
  • 74.
  • 75.
  • 76.
  • 77.
  • 78.
  • 79.
  • 80.
  • 81.
  • 82.
  • 83.
  • 84.
  • 85.
  • 86.
  • 87.
  • 88.
  • 89.
  • 90.
  • 91.
  • 92.
  • 93.
  • 94.
  • 95.
  • 96.
  • 97.
  • 98.
  • 99.
  • 100.
  • 101.
  • 102.
  • 103.
  • 104.
  • 105.
  • 106.
  • 107.