Hvor Blir Alle Kundene Av Espen Andersen HandelshøYskolen Bi (1)

592 views

Published on

Published in: Technology, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
592
On SlideShare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
7
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Hvor Blir Alle Kundene Av Espen Andersen HandelshøYskolen Bi (1)

  1. 1. Norwegian School of Management Hvor bli k d H blir kundene av? av? Disruptiv konkurranse i bank og finans Avanade kundeseminar Felix k f F l konferansesenter 9 februar 2010 Dr. Espen Andersen Førsteamanuensis Handelshøyskolen BI www.espen.com self@espen.com EA/Avanade/20100209 © 2010 Espen Andersen. All rights reserved. PDF version may be reproduced, with attribution 1.0
  2. 2. Min arbeidsbeskrivelse… Forretnings Teknologi påvirker betingelser Strategi EA/Avanade/20100209 © 2010 Espen Andersen. All rights reserved. PDF version may be reproduced, with attribution 1.1
  3. 3. Forsvinner kundene? EA/Avanade/20100209 © 2010 Espen Andersen. All rights reserved. PDF version may be reproduced, with attribution 1.2
  4. 4. Den vanskeligste konkurransen er den man ikke kan forholde seg til g EA/Avanade/20100209 © 2010 Espen Andersen. All rights reserved. PDF version may be reproduced, with attribution 1.3
  5. 5. Innovation blowback, social media, alternative currencies? Vi har bestemt oss for at vi ikke er en bank Fredrik Baksaas, 2002 2m norske kunder 2010 EA/Avanade/20100209 © 2010 Espen Andersen. All rights reserved. PDF version may be reproduced, with attribution 1.4
  6. 6. En interessant utvikling EA/Avanade/20100209 © 2010 Espen Andersen. All rights reserved. PDF version may be reproduced, with attribution 1.5
  7. 7. Banker har mye innovasjon igjen – for brukerne • Hvorfor henter ikke postmannen posten? • Hvorfor forteller ikke NSB om sine problemer? • Hvorfor kan ikke jeg handle direkte i USA? • Hvorfor har jeg så mange konti? • Hvorfor behandles ikke transaksjoner innen min familie som interne transaksjoner? • H f k j ikk sende penger til min d Hvorfor kan jeg ikke d il i datter via SMS? i • Hvorfor må jeg som småforetaker kunne noe om regnskap? Hvorfor H f er norske banker så like? k b k å lik ? EA/Avanade/20100209 © 2010 Espen Andersen. All rights reserved. PDF version may be reproduced, with attribution 1.6
  8. 8. Vi tror vi har denne prosessen… 1 4 3 2 En verdifull kunde er en som kjøper mange produkter EA/Avanade/20100209 © 2010 Espen Andersen. All rights reserved. PDF version may be reproduced, with attribution 1.7
  9. 9. …men vi har denne… 2 3 Problem Diagnosis acquisition 1 2 Decision Follow-up Treatment 4 Verdien fastsettes ut fra kundens problem, ikke kostnader EA/Avanade/20100209 © 2010 Espen Andersen. All rights reserved. PDF version may be reproduced, with attribution 1.8
  10. 10. ”Siden min svigerfar Siden sluttet i banken har banken, kundeservicen gått rett til helvete.” EA/Avanade/20100209 © 2010 Espen Andersen. All rights reserved. PDF version may be reproduced, with attribution 1.9
  11. 11. …og denne. 4 6 Marketing/ contracting Service Infrastructure 2 1 3 5 Verdien k V di skapes av h ilk k d d k k hvilke kunder du kan komme i k kontakt med k d – og hva dere kan utveksle EA/Avanade/20100209 © 2010 Espen Andersen. All rights reserved. PDF version may be reproduced, with attribution 1.10
  12. 12. ”Jeg har 30000 Jeg lesere på min blogg blogg, hvilken rente får jeg?” EA/Avanade/20100209 © 2010 Espen Andersen. All rights reserved. PDF version may be reproduced, with attribution 1.11
  13. 13. Hub and spoke and why it matters EA/Avanade/20100209 © 2010 Espen Andersen. All rights reserved. PDF version may be reproduced, with attribution 1.12
  14. 14. Disruptive technologies disrupt companies, not technologies Christensen Clayton M. (1997). The Christensen, M (1997) Innovator's Dilemma: Why New Technologies Cause Great Firms to Fail. Boston: Harvard Business School Press Incumbents nearly always win mance Perform Disruptive Di ti technologies Entrants nearly always win Time EA/Avanade/20100209 © 2010 Espen Andersen. All rights reserved. PDF version may be reproduced, with attribution 1.13
  15. 15. Low-end vs. non-consumption disruption Incumbents nearly always win mance Perform Different measure rformance t Of Per Time Time Ti Entrants nearly always win EA/Avanade/20100209 © 2010 Espen Andersen. All rights reserved. PDF version may be reproduced, with attribution 1.14
  16. 16. Hvilken jobb ansetter kunden meg til å gjøre? • Produktorientering: fokus på konkurrenter • Markedsorientering: g fokus på segmenter • Kundeorientering: Hva gj gjør kunden og hvordan g kan jeg hjelpe? Hvilke H ilk av dine tjenester har kunden egentlig b dt om? di tj t h k d tli bedt ? EA/Avanade/20100209 © 2010 Espen Andersen. All rights reserved. PDF version may be reproduced, with attribution 1.15
  17. 17. Et firma som løser problemer og forbinder kunder… EA/Avanade/20100209 © 2010 Espen Andersen. All rights reserved. PDF version may be reproduced, with attribution 1.16
  18. 18. ”Hvorfor k ikk jeg ”H f kan ikke j få et kredittkort med adresse i USA?” USA? EA/Avanade/20100209 © 2010 Espen Andersen. All rights reserved. PDF version may be reproduced, with attribution 1.17
  19. 19. ”Juks” gjelder ofte uskrevne regler Insurgents work harder than Goliath. But their other advantage is that they will do g y what is “socially horrifying”—they will challenge the conventions about how battles are supposed to be fought. Malcolm Gladwell, “How David beats Goliath”, New Yorker, 5/2009 http://www.newyorker.com/reporting/2009/05/11/090511fa_fact_g ladwell EA/Avanade/20100209 © 2010 Espen Andersen. All rights reserved. PDF version may be reproduced, with attribution 1.18
  20. 20. www.espen.com www.tversover.com www.appliedabstractions.com EA/Avanade/20100209 © 2010 Espen Andersen. All rights reserved. PDF version may be reproduced, with attribution 1.19

×