Customer Value Proposition by Derek Hendrikz
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This document discusses customer excellence and customer relationship management. It provides 4 cornerstones to customer excellence: deciding what the organization wants, discovering what customers want, delivering what was promised plus extra, and obtaining feedback through measurement. It discusses defining the organization's mission and understanding customers to meet their needs. Primary activities like customer management and support activities like general administration that directly and indirectly relate to the core business are part of an effective customer relationship management value chain.
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Customer Value Proposition by Derek Hendrikz
- 2. Copyright © 2014 Derek Hendrikz Consulting www.derekhendrikz.com
- 4. 4Corner 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
- 5. What Do You Want??? • Who are we? • Why do we exist? • What is our mission? • Where are we going? CustomerExcellence • 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? • 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?? Deliver What You Promised + EXTRA Feedback / Measure www.derekhendrikz.com
- 7. • Database; • Target behavior; • Success of CRM Strategies; and • Data Mining. • Interaction with companies and partners. • Marketing; • Crisis Management; • Advertising. • This is all direct interaction with customers and includes Call Centre Management; Web / Online Services; and Customer / Client interaction. www.derekhendrikz.com
- 9. Sample of a CRM Value Chain: Customer Portfolio Analysis Customer Intimacy Network Development Values Proposition Development Manage the Relationship Customer ProfitabilityPrimary Stages Support Activities And costs Product R&D, Technology, systems Development Human Resources Management General Administration www.derekhendrikz.com
- 10. • 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
- 11. 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
- 21. 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
- 22. 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
- 23. Copyright © 2011: Derek Hendrikz Consultingwww.derekhendrikz.com