文档介绍：Customer Value ManagementNovember, 2002From anywhere… to LeBlancDirector, Canada PostFrom anywhere… to anyoneIntroduction to Customer Value ManagementPresentation Objectives?Define customer value management (CVM),?Understand the difference between customer value and customer satisfaction,?describe key CVM concepts and tools, municate the importance of measuring quality in the eyes of your anywhere… to anyoneIntroduction to Customer Value ManagementWHY invest in CVM?Canada Post will be a world leader in providing innovative physical and electronic delivery solutions, creating value for our customers, employees and all CanadiansFrom anywhere… to anyoneIntroduction to Customer Value ManagementWhat is Customer Value?QualityPriceVALUESource: Adapted from Customer Satisfaction in Practice by the American Productivity & Quality Center, 1998From anywhere… to anyoneIntroduction to Customer Value ManagementSub-attributesSub-attributesProductQualityCustomerServiceMarketingSalesOrder FulfillmentOverallQualityRelative petitivenessOverall ValueSatisfactionCustomer Value DefinedFrom anywhere… to anyoneIntroduction to Customer Value Management1007810Customized Solutions6920Customer & Consultation7620Advertising and Promotion8650Product InformationXYZABCImportance WeightQualityAttributesPerformance RatingFrom anywhere… to anyoneIntroduction to Customer Value ManagementStage OneStage TwoStage ThreeStage FourMinimum petitive Focus on Targeted MarketsConformance Quality?Delivering what we promise?Meeting standardsCustomer Satisfaction?Providing what customers want?Responding to plaintsCustomer Loyalty?Retaining our customers?Getting them to mend usCustomer Value?Meeting critical needs of targeted customers?petitors?Creating new, unique benefits21st Century panySource: Adapted from Managing Customer Value by Bradley T. Gale, (New York, The Free Press, 1994)From anywhere… to anyoneIntroduction to Customer Value ManagementI can’t get no (customer) satisfaction…?Satisfaction