Objectives Define value satisfaction -understand how to deliver them The nature of high- performance businesses How to attract retain customers Improving customer profitability Total quality management C2000 Prentice Hall
©2000 Prentice Hall Objectives Define value & satisfaction - understand how to deliver them The nature of high-performance businesses How to attract & retain customers Improving customer profitability Total quality management
High Performance Business Set strategies to satisfy key. Stake- holders By improving Processes critical business and aligning Resources Organization ■■题 C2000 Prentice Hall
©2000 Prentice Hall Resources Organization and aligning... High Performance Business Processes By improving critical business... Stakeholders Set strategies to satisfy key
Satisfied Customers Are loyal longer Buy more (new products upgrades) Spread favorable word-of-mouth Are more brand loyal (less price sensitive) Offer feedback Reduce transaction costs C2000 Prentice Hall
©2000 Prentice Hall Satisfied Customers: Are loyal longer Buy more (new products & upgrades) Spread favorable word-of-mouth Are more brand loyal (less price sensitive) Offer feedback Reduce transaction costs
Customer Development Suspects Prospects First-time Repeat customers/ customers Clients Advocates\ Partners Disqualified prospects Inactive or ex-customers C2000 Prentice Hall
©2000 Prentice Hall Inactive or ex-customers Customer Development Clients Advocates Partners Repeat customers First-time customers Suspects Prospects Disqualified prospects
Customer/Product Profitability Analysis Customers 1 2 3 Highly rofitable product Profitable 2 product Losing 3 roduct Mixed-bag prod High profit LoSIng customer customer C2000 Prentice Hall 】
©2000 Prentice Hall Customer/Product Profitability Analysis P1 Highly profitable product P2 Profitable product P3 Losing product P4 Mixed-bag product P r o d u c t s + + + High profit customer + - Mixed-bag customer + - - Losing customer C1 C2 C3 Customers