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1. Customer Perceived Value
TOTAL CUSTOMER VALUE TOTAL CUSTOMER COST
Product Value
- High quality beers
Monetary Cost
- More malt content = fuller
body and mouthfeel = more
expensive
Image Value
- SMB = best beer brand
Energy Cost
- More processing = more
expensive
Service Value
- Fast delivery to outlets
Time Cost
- Longer fermentation = more
costly
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2. Steps in Customer Value Analysis
Set performance
levels
Rate performance
levels
Assess against
competitors
Assess
performance levels
Monitor performance
levels
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2. Steps in Customer Value Analysis
Performance Level Weight
SMBI ABI
Rating Score Rating Score
Price 0.1 3 0.3 4 0.4
Branding 0.1 4 0.4 3 0.3
New product development 0.2 2 0.2 3 0.3
Advertisement 0.1 3 0.3 3 0.3
Taste and flavor 0.1 4 0.4 2 0.2
Product Distribution 0.2 4 0.8 2 0.4
Product & Process Quality 0.2 4 0.8 2 0.4
Process Efficiency 0.1 3 0.3 3 0.3
1.0 3.5 2.6