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Customer Value Mapping
          And
         Value Propositions

Introducing GALE Consulting, Value Propositions, And
         Implementation For Typical Projects
                              2012



                               Copyright GALE consulting, Inc., 2012. All rights reserved.
                    Confidential Information: This document may not be copied, distributed or shared
                     outside of your organization without the expressed written permission of GALE
                                                      consulting, Inc.
Topics


     Introduction to GALE consulting
     Customer Value Analysis Concepts
     Implementation Process




                     2
Introducing GALE consulting, Inc.

GALE consulting helps clients develop and deploy value-based strategies based on Dr.
Bradley Gale’s Customer Value Mapping, a fact-based, data driven system for making
decisions to profitably improve competitive position in the marketplace.


                                     Value Based Strategies
     Product           Value-Based         Competitive         Improving        Value
   Management             Pricing          Positioning        Market Share   Propositions



Some of our clients:

          INNOVENE




                                                3
GALE consulting helps clients use customer data
strategically

                                                                                          Stage Four
                                                   Stage Three                      Competitive focus
                        Stage Two                                                  on targeted markets
                                                    Customer
    Stage One           Customer                    attitudes

    Minimum              focus                                                       Customer
  requirements                                                                       Value
                      Customer                                                       - Meeting critical
                      Satisfaction               Customer                              needs of targeted
Conformance                                      Loyalty                               customers
Quality               - Providing what
                        customers want           - Retaining our                     - Outperforming
- Delivering what                                  customers                           competitors
  we promise          - Responding to
                        customer                 - Getting them to                   - Creating new,
- Meeting standards     complaints                 recommend us                        unique benefits


                                                                                    21st century
                                                                                  growth company
                                             Source: Adapted from Managing Customer Value by
                                             Bradley T. Gale, (New York, The Free Press)

                                         4
Goal of Customer Value Mapping
Improve business results through consistent strategic processes


A Market-centric organization that improves business results by:
    Selecting the right markets and customers.
     (market segments that are attractive and profitable to serve)
    Offering Value Propositions that customers perceive to be superior to competition.
    Aligning their organizations deliver and communicate the superior Value Proposition.



                                                                  Process                 People

                                                                              Superior
                                                                             Business
      Competitive                                                           Performance
                            Deliver & Communicate Value     Value                              Rewards
      Advantage              That Target Customers Buy    Proposition

                                                                              Structure




                                                    5
Topics


     Introduction to GALE consulting
     Customer Value Analysis Concepts
     Implementation Process




                     6
Customer Value Analysis


    Dr. Bradley Gale
    Author, Managing Customer Value




              “Arguably the most useful marketing study since
              the formative works of Peter Drucker, Phillip
              Kotler and Michael Porter…may shape business
              thinking for years to come"
                                          Publishers Weekly




                             7
Why use Customer Value as a framework for your
     Voice of the Customer work?
     Satisfaction and loyalty are not enough!

           If a competitor offers your satisfied or loyal customer a better value do you think they
                                            will consider switching?

                  Customer Satisfaction Score                                                         Worth What Paid For Score

                                        ~90% Satisfied                                                             Worth What Paid For Score




                                              AT&T Market                                                          AT&T Market Share
                                                 Share

            March 89                                                     Feb 90                       1987              1988               1989
          AT&T was reporting 90% satisfaction levels yet still losing                        Changes in customer value predicted market share
          customers…there was no statistical correlation between                             changes
          customer satisfaction and market share

       “Value is simply quality, however the customer defines it, offered at the right price.” Bradley Gale

Adapted from Bradley Gale’s Managing Customer Value and a speech given by Raymond E. Kordupleski at the American
Marketing Association’s Customer Satisfaction Congress, 1991.                         8
Companies with a higher Customer Value Ratio
achieve higher ROI and ROS


                              35

                                                                                      31 ROI (%)
                              30
                                                                          28
                              25
        Profitability




                                                           23
                        (%)




                              20
                                               18
                              15
                                   12                                     11          12 ROS (%)
                              10                           9
                                               7
                              5    4

                              0         0.94        0.98           1.02        1.06
                                        Customer Perceived Value Ratio
     Source: Keith Roberts, MD PIMS Europe, at Bradley Gale’s Customer Value Network meeting,
     London, October 2000, information from the Compustat and PIMS databases


                                                               9
Customer Value - A Choice Model that integrates
price and performance relative to competition

   Product Offering   Dr. Gale’s works documents:
                        Customers buy on perceived value
                        Value = Benefits relative to Cost
   Customer Service     Benefits include all non-cost attributes (Key Decision Factors)
                        Benefits, Costs, and Value are perceived relative to competition

     Relationship


     Brand/Image
                            Benefits
                                                                             Customer
                                                                              Value
                           Total Costs


      Buy Price


     Other costs


                                 10      Source: Adapted from Managing Customer Value
Customer Value Mapping provides the framework
for building a Value Proposition
                        1.   What factors are the most important drivers of
                             customers’ perceptions of overall value and their
  Competitive focus
                             purchase decisions?
 on targeted markets
                        2.   How do customers perceive the overall value of your
  Customer                   products and services relative to key competitors?
  Value
  - Meeting critical
                        3.   Which competitors are the most vulnerable and which
    needs of targeted        are strongest in their ability to gain and retain
    customers
                             customers?
  - Outperforming
    competitors
                        4.   What are the areas for improvement that will have the
  - Creating new,            most impact on your ability to win and retain more
    unique benefits
                             business?

                        5.   What factors should be emphasized in marketing
   21st century              communications?
 growth company
                        6.   What are the important customer messages that will
                             help you sell?

                                     11
A Value Proposition must answer this question for
your customers


           How will I be better off if I buy from you
            rather than from your competitors?

     Elements that Must be Explicitly                          Characteristics of a
      Defined in a Value Proposition                        Winning Value Proposition
     Targeted customers and distinct market             Offers superior total value to customers in
      segments                                            targeted segment
     Benefits to deliver                                End use benefits are explicit and specific
          You must be better than competitors            enough for:
          Proofs you will deliver                            Clear communication to customers
                                                              Guiding decisions and actions internally
     Tradeoffs
          Not part of offering or parity with           The company is managed deliberately in
           competition is sufficient                      terms of the activities and resources
                                                          needed to deliver the Value Proposition
     Relative price position


                                                 12
Topics


     Introduction to GALE consulting
     Customer Value Analysis Concepts
     Implementation Process




                     13
GALE’s process to develop and deploy a Value
Proposition

                                                               VALUE
                                        DATA REVIEW        PROPOSITION
                                         WORKSHOP           WORKSHOP            DEPLOYMENT
     KICKOFF                              Compare            Build Value         Integrate Into
   WORKSHOP          CUSTOMER
                                        Customer And       Proposition That     Business Plans
     Document        RESEARCH
                                           Internal        Wins Customers       And Measures
     Business        Test Internal
                                         Perceptions
   Objective and     Analysis with
  Internal Market     Customers
 Analysis, Design
     Research




  GALE consulting has developed this straightforward process with associated tools for CVM
  implementation. The process and tools give structure and field-tested rigor to our clients,
  ensuring a successful program. The major benefit of using our field proven techniques can
   be found by examining the output -- more effective CVM projects that reduce your cost
         and time (compared to developing an effective CV implementation process).


                                              14
KICKOFF WORKSHOP
   Document Business
      Objective and
                             Step 1:
Internal Market Analysis,
    Design Research          Kickoff Workshop
Work Description
Day One – GALE facilitates an internal company workshop where your staff learns the CVA concepts and tools
through action learning. Attendees apply the tools by creating a Customer Value Analysis of their own market(s) and
customers. This aligns internal thinking about customers and produces an organized way to understand your
marketplace.
Day Two – GALE works with those staff members that will be directly responsible for implementing the CVA projects.
An explicit business objective is agreed to; a “Key Decision Factor (KDF)” CVA Model is refined from the work done
on day one; additional drill-down research topics are identified, the research methodology is agreed upon, and a
concrete action plan is developed. The action plan identifies WHO, WHAT, and WHEN for all actions needed to
complete the CVA project defined.
                                                            Benefits:
Deliverables                                                   Speedy introduction to Customer Value Management
                                                               Self-discovery, where staff has major gaps in knowledge, and
   Facilitated action-learning session on CVA concepts         internal alignment gaps on its approach to the market
   Internal Customer Value Analysis of your market(s)         Aids internal communication
   Key Decision Factor Model and draft CVA survey             Business objective for measuring project results
    instrument                                                 Involvement of key stakeholders in “action learning” increases
   Action plan for CVA project implementation                  readiness to support action on future recommendations
   Firm proposal from GALE consulting to support your         Clear action plan assures timely and effective project results
    implementation of the CVA project                          Transfers knowledge of CVM tools and Process to your staff
                                                               Establish acceptance of CVM as a process for continuous
                                                                improvement of the business NOT a one time event




                                                          15
CUSTOMER
    RESEARCH
    Test Internal
                         Step 2:
    Analysis with
     Customers           Market Research With Customers
Work Description
Customer research is used to validate and refine the internal Key Decision Factor (KDF) model used by customers
when selecting between suppliers in the target market. Gale consulting will work with staff members directly
responsible for implementing the CVA project to develop a survey instrument based on the outputs from the Kickoff
Workshop. This ensures we incorporate industry knowledge into the research process. GALE will assist your team in
selecting the appropriate research technique. For markets with a limited number of targeted customers GALE
consultants may conduct in-depth interviews to gather CVA data. In some B2B cases we recommend our hybrid
quantitative/quantitative technique where numerical data provides basis for comparison while in-depth probing
provides a framework and context for action. In applications requiring larger sample sizes, GALE will work with a
market research firm to ensure valid data is collected for an effective Customer Value Analysis.


Deliverables
    Actionable CVA market analysis that organizes your customer data to answer key questions around value-
     based strategy development, competitive positioning, marketing and selling:
        What factors are the most important drivers of customers’ perceptions of overall value and their purchase / supplier
         selection decisions?
        How do customers perceive the overall value of your products and services relative to key competitors?
        Which competitors are the most vulnerable and which are strongest in their ability to gain and retain customers?
        What are the areas for improvement that will have the most impact on your ability to win and retain more business?
        What factors should be emphasized in marketing communications?
        What are the important customer messages that will help you sell?

                Please contact GALE consulting, Inc. for sample deliverable exhibits.
                                                                   16
DATA REVIEW
 WORKSHOP
  Compare
Customer And
                     Step 3:
   Internal
 Perceptions         Data Review Workshop

Work Description
GALE facilitates a one or two day meeting with key stakeholders. In the meeting stakeholders develop a clear
understanding of the customer data, the degree of alignment between customer and internal perceptions, and the
options for improving your competitive position. The workshop is an exercise in focus and consensus building to
narrow the list of improvement options to those most likely to win and retain customers.



Deliverables
   Shared management understanding of customer                   Benefits:
    information and ownership of strategic options for               Narrow the list of Strategy and Improvement
    improvement                                                       options to those key factors most likely to win
   Consensus on key drivers of customers’ supplier                   customers
    selection decisions                                              Reach consensus on your most important
   Consensus on your current level of performance; gaps              improvement options, and plans to close gaps and
    to close, strengths to leverage                                   leverage strengths
   Consensus on KDFs to include in your Value                       Promote likelihood of action through involvement
    Proposition                                                       of key stakeholders to assure their ownership of
                                                                      decisions
   Narrowed list of improvement options likely to win
    customers                                                        Transfers knowledge of CVA tools and process to
                                                                      your staff
   Plan for evaluating feasibility of improvement options



                                                             17
VALUE
 PROPOSITION
  WORKSHOP
   Build Value
                     Step 4
 Proposition That
 Wins Customers      Value Proposition Workshop

Work Description
GALE conducts a two day workshop in which internal stakeholders define your “Value Proposition” that explicitly states
       1. The Benefits you will deliver better than competitors
       2. The Tradeoffs your company is willing to make
       3. The pricing position your company will offer targeted customers vis-a-vis the competition.
Key marketing messages and “proofs” of a superior customer experience are also developed along with internal
communications and action plans for implementation.



                                                                    Benefits:
Deliverables                                                           Promotes consistent and effective strategy
   Strategy decisions                                                  execution and resource allocation
   Clearly stated Value Proposition                                   Establishes explicit priorities based on value to
                                                                        deliver AND trade-offs to make
   Distinctive marketing messages
                                                                       Promote likelihood of action through involvement of
   Action plan to communicate and implement the Value                  key stakeholders and process owners to assure
    Proposition                                                         their ownership of decisions
                                                                       Transfers knowledge of CVA tools and process to
                                                                        your staff




                                                            18
DEPLOYMENT
  Integrate Into   Step 5
 Business Plans
 And Measures
                   Deployment

                                                         Plan/Do/Check/Act




       Integrate              Build                 Process &              Changes            Internal
     Business Plans        Commitment              Organization                                             Tracking
                                                                          To Deliver         Tracking
                               To                     Gap                                                    Market
           &                 Value
                                                                            Value                &
                                                                                                             Impact
       Measures                                      Analysis             Proposition      Measurement
                           Proposition




                                                                       Plan/Do/Check/Act

                     Internal       External
                   Management/
                       Staff
                                   Distribution/
                                    Suppliers                     This is the point where most value initiatives fail.



 GALE optionally offers services to support Value Proposition deployment and track you Customer
Value Index and Customer Feedback through time. Tracking data can be displayed on your intranet
       site in a custom dashboard that can be updated in real-time as feedback is collected.


                                                                  19
Contact Information

           GALE consulting, Inc.
          24803 Meadow Oaks Dr.
              Katy, TX 77494
              281-392-4930



            Steve Raschilla
            Phone: (001) 281.392.4930
            e-mail: sraschilla@galeconsulting.com




                            20

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Introducing GALE Consulting, Value Propositions, And Implementation For Typical Projects

  • 1. Customer Value Mapping And Value Propositions Introducing GALE Consulting, Value Propositions, And Implementation For Typical Projects 2012  Copyright GALE consulting, Inc., 2012. All rights reserved. Confidential Information: This document may not be copied, distributed or shared outside of your organization without the expressed written permission of GALE consulting, Inc.
  • 2. Topics  Introduction to GALE consulting  Customer Value Analysis Concepts  Implementation Process 2
  • 3. Introducing GALE consulting, Inc. GALE consulting helps clients develop and deploy value-based strategies based on Dr. Bradley Gale’s Customer Value Mapping, a fact-based, data driven system for making decisions to profitably improve competitive position in the marketplace. Value Based Strategies Product Value-Based Competitive Improving Value Management Pricing Positioning Market Share Propositions Some of our clients: INNOVENE 3
  • 4. GALE consulting helps clients use customer data strategically Stage Four Stage Three Competitive focus Stage Two on targeted markets Customer Stage One Customer attitudes Minimum focus Customer requirements Value Customer - Meeting critical Satisfaction Customer needs of targeted Conformance Loyalty customers Quality - Providing what customers want - Retaining our - Outperforming - Delivering what customers competitors we promise - Responding to customer - Getting them to - Creating new, - Meeting standards complaints recommend us unique benefits 21st century growth company Source: Adapted from Managing Customer Value by Bradley T. Gale, (New York, The Free Press) 4
  • 5. Goal of Customer Value Mapping Improve business results through consistent strategic processes A Market-centric organization that improves business results by:  Selecting the right markets and customers. (market segments that are attractive and profitable to serve)  Offering Value Propositions that customers perceive to be superior to competition.  Aligning their organizations deliver and communicate the superior Value Proposition. Process People Superior Business Competitive Performance Deliver & Communicate Value Value Rewards Advantage That Target Customers Buy Proposition Structure 5
  • 6. Topics  Introduction to GALE consulting  Customer Value Analysis Concepts  Implementation Process 6
  • 7. Customer Value Analysis Dr. Bradley Gale Author, Managing Customer Value “Arguably the most useful marketing study since the formative works of Peter Drucker, Phillip Kotler and Michael Porter…may shape business thinking for years to come" Publishers Weekly 7
  • 8. Why use Customer Value as a framework for your Voice of the Customer work? Satisfaction and loyalty are not enough! If a competitor offers your satisfied or loyal customer a better value do you think they will consider switching? Customer Satisfaction Score Worth What Paid For Score ~90% Satisfied Worth What Paid For Score AT&T Market AT&T Market Share Share March 89 Feb 90 1987 1988 1989 AT&T was reporting 90% satisfaction levels yet still losing Changes in customer value predicted market share customers…there was no statistical correlation between changes customer satisfaction and market share “Value is simply quality, however the customer defines it, offered at the right price.” Bradley Gale Adapted from Bradley Gale’s Managing Customer Value and a speech given by Raymond E. Kordupleski at the American Marketing Association’s Customer Satisfaction Congress, 1991. 8
  • 9. Companies with a higher Customer Value Ratio achieve higher ROI and ROS 35 31 ROI (%) 30 28 25 Profitability 23 (%) 20 18 15 12 11 12 ROS (%) 10 9 7 5 4 0 0.94 0.98 1.02 1.06 Customer Perceived Value Ratio Source: Keith Roberts, MD PIMS Europe, at Bradley Gale’s Customer Value Network meeting, London, October 2000, information from the Compustat and PIMS databases 9
  • 10. Customer Value - A Choice Model that integrates price and performance relative to competition Product Offering Dr. Gale’s works documents:  Customers buy on perceived value  Value = Benefits relative to Cost Customer Service  Benefits include all non-cost attributes (Key Decision Factors)  Benefits, Costs, and Value are perceived relative to competition Relationship Brand/Image Benefits Customer Value Total Costs Buy Price Other costs 10 Source: Adapted from Managing Customer Value
  • 11. Customer Value Mapping provides the framework for building a Value Proposition 1. What factors are the most important drivers of customers’ perceptions of overall value and their Competitive focus purchase decisions? on targeted markets 2. How do customers perceive the overall value of your Customer products and services relative to key competitors? Value - Meeting critical 3. Which competitors are the most vulnerable and which needs of targeted are strongest in their ability to gain and retain customers customers? - Outperforming competitors 4. What are the areas for improvement that will have the - Creating new, most impact on your ability to win and retain more unique benefits business? 5. What factors should be emphasized in marketing 21st century communications? growth company 6. What are the important customer messages that will help you sell? 11
  • 12. A Value Proposition must answer this question for your customers How will I be better off if I buy from you rather than from your competitors? Elements that Must be Explicitly Characteristics of a Defined in a Value Proposition Winning Value Proposition  Targeted customers and distinct market  Offers superior total value to customers in segments targeted segment  Benefits to deliver  End use benefits are explicit and specific  You must be better than competitors enough for:  Proofs you will deliver  Clear communication to customers  Guiding decisions and actions internally  Tradeoffs  Not part of offering or parity with  The company is managed deliberately in competition is sufficient terms of the activities and resources needed to deliver the Value Proposition  Relative price position 12
  • 13. Topics  Introduction to GALE consulting  Customer Value Analysis Concepts  Implementation Process 13
  • 14. GALE’s process to develop and deploy a Value Proposition VALUE DATA REVIEW PROPOSITION WORKSHOP WORKSHOP DEPLOYMENT KICKOFF Compare Build Value Integrate Into WORKSHOP CUSTOMER Customer And Proposition That Business Plans Document RESEARCH Internal Wins Customers And Measures Business Test Internal Perceptions Objective and Analysis with Internal Market Customers Analysis, Design Research GALE consulting has developed this straightforward process with associated tools for CVM implementation. The process and tools give structure and field-tested rigor to our clients, ensuring a successful program. The major benefit of using our field proven techniques can be found by examining the output -- more effective CVM projects that reduce your cost and time (compared to developing an effective CV implementation process). 14
  • 15. KICKOFF WORKSHOP Document Business Objective and Step 1: Internal Market Analysis, Design Research Kickoff Workshop Work Description Day One – GALE facilitates an internal company workshop where your staff learns the CVA concepts and tools through action learning. Attendees apply the tools by creating a Customer Value Analysis of their own market(s) and customers. This aligns internal thinking about customers and produces an organized way to understand your marketplace. Day Two – GALE works with those staff members that will be directly responsible for implementing the CVA projects. An explicit business objective is agreed to; a “Key Decision Factor (KDF)” CVA Model is refined from the work done on day one; additional drill-down research topics are identified, the research methodology is agreed upon, and a concrete action plan is developed. The action plan identifies WHO, WHAT, and WHEN for all actions needed to complete the CVA project defined. Benefits: Deliverables  Speedy introduction to Customer Value Management  Self-discovery, where staff has major gaps in knowledge, and  Facilitated action-learning session on CVA concepts internal alignment gaps on its approach to the market  Internal Customer Value Analysis of your market(s)  Aids internal communication  Key Decision Factor Model and draft CVA survey  Business objective for measuring project results instrument  Involvement of key stakeholders in “action learning” increases  Action plan for CVA project implementation readiness to support action on future recommendations  Firm proposal from GALE consulting to support your  Clear action plan assures timely and effective project results implementation of the CVA project  Transfers knowledge of CVM tools and Process to your staff  Establish acceptance of CVM as a process for continuous improvement of the business NOT a one time event 15
  • 16. CUSTOMER RESEARCH Test Internal Step 2: Analysis with Customers Market Research With Customers Work Description Customer research is used to validate and refine the internal Key Decision Factor (KDF) model used by customers when selecting between suppliers in the target market. Gale consulting will work with staff members directly responsible for implementing the CVA project to develop a survey instrument based on the outputs from the Kickoff Workshop. This ensures we incorporate industry knowledge into the research process. GALE will assist your team in selecting the appropriate research technique. For markets with a limited number of targeted customers GALE consultants may conduct in-depth interviews to gather CVA data. In some B2B cases we recommend our hybrid quantitative/quantitative technique where numerical data provides basis for comparison while in-depth probing provides a framework and context for action. In applications requiring larger sample sizes, GALE will work with a market research firm to ensure valid data is collected for an effective Customer Value Analysis. Deliverables  Actionable CVA market analysis that organizes your customer data to answer key questions around value- based strategy development, competitive positioning, marketing and selling:  What factors are the most important drivers of customers’ perceptions of overall value and their purchase / supplier selection decisions?  How do customers perceive the overall value of your products and services relative to key competitors?  Which competitors are the most vulnerable and which are strongest in their ability to gain and retain customers?  What are the areas for improvement that will have the most impact on your ability to win and retain more business?  What factors should be emphasized in marketing communications?  What are the important customer messages that will help you sell? Please contact GALE consulting, Inc. for sample deliverable exhibits. 16
  • 17. DATA REVIEW WORKSHOP Compare Customer And Step 3: Internal Perceptions Data Review Workshop Work Description GALE facilitates a one or two day meeting with key stakeholders. In the meeting stakeholders develop a clear understanding of the customer data, the degree of alignment between customer and internal perceptions, and the options for improving your competitive position. The workshop is an exercise in focus and consensus building to narrow the list of improvement options to those most likely to win and retain customers. Deliverables  Shared management understanding of customer Benefits: information and ownership of strategic options for  Narrow the list of Strategy and Improvement improvement options to those key factors most likely to win  Consensus on key drivers of customers’ supplier customers selection decisions  Reach consensus on your most important  Consensus on your current level of performance; gaps improvement options, and plans to close gaps and to close, strengths to leverage leverage strengths  Consensus on KDFs to include in your Value  Promote likelihood of action through involvement Proposition of key stakeholders to assure their ownership of decisions  Narrowed list of improvement options likely to win customers  Transfers knowledge of CVA tools and process to your staff  Plan for evaluating feasibility of improvement options 17
  • 18. VALUE PROPOSITION WORKSHOP Build Value Step 4 Proposition That Wins Customers Value Proposition Workshop Work Description GALE conducts a two day workshop in which internal stakeholders define your “Value Proposition” that explicitly states 1. The Benefits you will deliver better than competitors 2. The Tradeoffs your company is willing to make 3. The pricing position your company will offer targeted customers vis-a-vis the competition. Key marketing messages and “proofs” of a superior customer experience are also developed along with internal communications and action plans for implementation. Benefits: Deliverables  Promotes consistent and effective strategy  Strategy decisions execution and resource allocation  Clearly stated Value Proposition  Establishes explicit priorities based on value to deliver AND trade-offs to make  Distinctive marketing messages  Promote likelihood of action through involvement of  Action plan to communicate and implement the Value key stakeholders and process owners to assure Proposition their ownership of decisions  Transfers knowledge of CVA tools and process to your staff 18
  • 19. DEPLOYMENT Integrate Into Step 5 Business Plans And Measures Deployment Plan/Do/Check/Act Integrate Build Process & Changes Internal Business Plans Commitment Organization Tracking To Deliver Tracking To Gap Market & Value Value & Impact Measures Analysis Proposition Measurement Proposition Plan/Do/Check/Act Internal External Management/ Staff Distribution/ Suppliers This is the point where most value initiatives fail. GALE optionally offers services to support Value Proposition deployment and track you Customer Value Index and Customer Feedback through time. Tracking data can be displayed on your intranet site in a custom dashboard that can be updated in real-time as feedback is collected. 19
  • 20. Contact Information GALE consulting, Inc. 24803 Meadow Oaks Dr. Katy, TX 77494 281-392-4930 Steve Raschilla Phone: (001) 281.392.4930 e-mail: sraschilla@galeconsulting.com 20