This presentations shows you how you can create a customer centric culture into your organisation. All techniques presented here are proven to work in organisations all over the world. Do not hesitate to contact me for a discussion on how to implement it in your organisation.
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The whole process begins from actually creating some value to customers that are willing to pay for it. Then you deepen that with capitalizing on current customers, creating new value and capitalizing brand also. Doing all these things will move you towards becoming a customer value leader. Capitalize on the customer as an asset: CEI Method ’ s process analysis for cost reduction Get customers to buy more from you (deeper customer relationship) Spend less money on customer acquisition and retention You can charge for premium and increase margin Innovate new value to customers: Find new revenue sources Widen your offering on the whole process that customer is involved with Take new markets, increase customer loyalty Customers focus on subset of offerings Figure out target customer ’ s consideration set Serve that set Customers weight the sources for value unevenly Weighting for price vs. relational vs. performance value Differences between products / services are irrelevant Customer ’ s perception on product or service matters, so manage it Your price vs. relational vs. performance value needs to be on a certain level for customer not to reject it. Compare to competitors: perceived value, not the features! Understand the markets (that is your customers) Listen to the rhythm of market, it is more complicated than traditional product lifecycle models let you believe! Focus on interactions of customers and competitors. Capitalize on the brand as an asset: Affects business success in long-term Eases way to get on to new markets Protects the company against negative effects when something goes wrong Endorsement even through people who do not purchase.
Creating customer centric culture for your organisation