1. by Lisa Chemnitz
3rd
semester IB student
Dresden, 08/11/10
5 PROCESSES5 PROCESSES

2. Outline
1. What‘s behind the topic?
2. Linkages
3. International relevance
4. Approaches
5. RADAR
6. Conclusion
08/11/2010 2
Products and Services are developed to create optimum
value for customers

3. 1. What’s behind the topic?
 Definition: Customer value
The difference between what a customer gets from a
product, and what he or she has to give in order to get
it.
 aim: profit = satisfaction of customers through
1) excellent Marketing Management
2) Quality Process Management with customer focus
08/11/2010
Products and Services are developed to create optimum
value for customers - Lisa Chemnitz IB 3rd semester - 3
http://www.businessdictionary.com/definition/customer-value.html#ixzz14LGntSyk

4. 2. Linkages
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Products and Services are developed to create optimum
value for customers - Lisa Chemnitz IB 3rd semester - 4
Enablers Results
Innovation and Learning
Leadership
People
Policy and
Strategy
Partnerships
& Resources
Processes
People
Results
Customer
Results
Society
Results
Key
Performance
Results
Quelle: Skript Dr. Jörg Klukas

5. 3. International relevance
due to globalisation very high importance
 open markets  image and profit
global difference of
- customer needs and wants in different countries
- usage patterns
- customer service
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6. A
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a) creating a marketing concept
 leads to an optimized process
 customer satisfaction
 profit
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value for customers - Lisa Chemnitz IB 3rd semester - 6
p
r
o
d
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7. A
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a
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b) Customer training for employees
 guarantees an excellent service
employees in customer service
once a year
interactive course
employee gets confronted with customer related
situations
 telephone etiquette
 defusing anger and stress control
 interpersonal communication strategies
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8. c) customer survey
 getting customer feedback and new ideas
shortly after launching a product
questions like...
How satisfied ore you with the product/service?
How likely are you to buy from us again?
How likely are you to recommend our product/service?
…
options:
face2face
per telephone
per Email
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value for customers - Lisa Chemnitz IB 3rd semester - 8
A
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9. 5. RADAR
Customer survey
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Products and Services are developed to create optimum
value for customers - Lisa Chemnitz IB 3rd semester - 9
required
RESULTS
-fulfilled/exceeded
customer’s expectations
- innovation
- turnover
Plan and develop
APPROACHES
- set up a customer survey
- define questions
- select an evaluation team
DEPLOY
Approach
- implementation
Assess and Refine
Approaches and Deployment
-evaluation
- derivation of possible
innovations/improvements
- develop new product and process

10. 6. Conclusion
08/11/2010
Products and Services are developed to create optimum
value for customers - Lisa Chemnitz IB 3rd semester - 10
Factors of influence for growth

11. 08/11/2010
Products and Services are developed to create optimum
value for customers - Lisa Chemnitz IB 3rd semester - 11
Thank you for
your attention!

12. Sources
 Picture 1st
slide: http://www.mr-maschinenservice.de/assets/images/Zahnraeder_4_gif.gif
 http://books.google.de/books?
id=fwLT9q7e10gC&pg=PA84&lpg=PA84&dq=international+relevance+customerfocus&source=bl&ot
s=sagZ7Prxzf&sig=x1uB7lfkj3K-
38A1IRLKxviMlIg&hl=de&ei=MyrTTLqnFcOXOom29aAP&sa=X&oi=book_result&ct=result&resnum
=4&ved=0CCoQ6AEwAw#v=onepage&q&f=false
 http://www.efqm.org/en/Home/tabid/36/Default.aspx
 http://www.g-cem.org/eng/content_details.jsp?contentid=2068&subjectid=101
 http://www.traincustomerservice.com/
 Globe: http://www.andoo.de/bilder/46949953b4bd1.gif
 Skript International Human Resources Management Dr. Jörg Klukas
 http://www.philgerbyshak.com/pg-com/wp-content/uploads/2009/11/customer_focus.jpg
 http://marketingandsalesguru.com/wp-content/uploads/2010/07/Marketing-Tactics-Turning-
Satisfied-Customers-into-Loyal-Customers.jpg
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