CUSTOMER VALUE MANAGEMENT
Why do customers buy from you vs. the competition? Our
quantitative and qualitative research provides insight
into the relative importance of the drivers of customer
value and specific competitive comparisons for each of
the value drivers.
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Market driven companies understand the importance of managing the value proposition. Customer value management encompasses the research, planning and improvement of core competencies or benefits that are perceived to be of value by the customer. The value proposition is driven based on two broad dimensions with multiple drivers: Relative importance, benefits, and performance of product and services. The other is the role of price of the product or service. Our processes focus on the prospective intentions of
customers. This forward looking process defines the primary benefits customers receive
and the future expectations they have regarding performance.
Besides knowing what needs to be improved, you will know
how much improvement is necessary for market recognition.
Our Customer Value Analysis models give a complete picture
of what drives the purchase and repurchase intentions
of customers. As part of our analysis, we will segment
your customers and your competitor’s customers based
on the relative importance they place on the value drivers.
As part of your report, we will provide specific recommendations
that can be incorporated into sales and marketing plans,
pricing policies, sales training and corporate strategic
plans.
Customer value analysis provides our clients the ability to influence future customer behavior. Our clients have seen the power of managing the customer value proposition. Our step by step process of designing and administering this type of research includes benchmarking of best practices. Clients are given access to examples of customer satisfaction surveys. These sample customer surveys offer insight to what works and how to structure special sections of surveys to capture timely feedback on special topics. We have hundreds of proven attributes that have been pre-tested as well as nearly as many open ended questions. However, none of this keeps us from designing a unique customized instrument and process for your organization.
A professionally designed Customer Satisfaction
Measurement and Management System will provide:
- Analysis of the relative importance of the satisfaction/performance
factors of current, potential and competitor accounts.
- Analysis of your Price/Value Relationship (Customer Value Proposition) and comparisons
with your competition.
- Comparisons of your distinctive competence to that
of your competitors … in short, why do they buy
from you and why do they buy from your competitors?
- Determination of potential improvements (and by how
much) to assure that you are meeting customer expectations
and performing better than the competition. This information
is presented by evaluating your Key Performance Indicators
and showing how much improvement is required.
- Statistically valid response rates that assure confident
decision-making.
- Identification of the buying criteria used either
to select a new supplier or to renew and expand the
relationship with a current supplier.
- Clear and precise comparisons of your performance
and your competitor’s performance.
Our approach surpasses other methods of measuring customer
satisfaction. Our customer survey methods and tools permit not
only an assessment of customer satisfaction with you and
your competitors, but also detailed customer value analysis.
Your assessment report will provide your management
team with:
- The relative importance of the drivers of customer
satisfaction and loyalty. How drivers, other than
price, influence the buying decisions of your customers
and your competitor’s customers.
- Comprehensive information on your performance as
well as your competitor’s
performance for each of the drivers of customer satisfaction
and loyalty.
- Your report becomes an integral part of your customer value management process. Your management team will receive specific recommendations on what to improve and by how much. Our models identify the required level of performance needed in order to improve customer satisfaction and establish your distinctive competence in the market. Follow-up consultation support also offers clear guidance on how to create and manage the customer value proposition.
- The results of the quantitative analysis are presented
with Action Items providing detailed recommendations
to increase customer satisfaction, loyalty and sales.
Using an executive session and follow-up work sessions,
we will help you create a Balanced Scorecard that includes
your specific predictors of customer satisfaction, supply
chain performance and measures of overall operational
and financial effectiveness.
ISO 9001 AND TS 16949 REQUIREMENTS
FOR ANALYSIS OF CUSTOMER SATISFACTION
An independent study commissioned by the ISO TC 176 committee
which oversees the ISO 9001 standard, found that the requirements
to measure and analyze customer satisfaction coupled with
the general analysis of data are the two elements causing
most of the corrective actions issued by registrars.
The newly revised standard strengthens the language regarding the importance of obtaining objective customer feedback using a customer survey.
Our Customer Satisfaction Measurement and Management
System coupled with our world-class Balanced Scorecard
System not only guarantees that you will meet the requirements
of the standard, you will do it in a way that provides
your management team with state of the art tools to support
your Management Review, Continuous Improvement and Planning
Processes.
Our systems can be scaled to meet the requirements of
your company regardless of size or business type. Pricing
is flexible based on the scope of the services and analysis
performed. We make it easy to comply with the requirements
of the standards in a cost and business effective manner.
“If you know your enemy and know yourself, you
need not fear the result of a hundred battles.”
Sun Tzu (The Art of War, 500 B.C.)
Market Knowledge is understanding
more than your competitors do about:
- Your customers
- Competitor’s performance
- Market drivers
- Technology drivers
- Performance expectations
Services
- Customer Value Analysis
