SlideShare a Scribd company logo

Customer Value Proposition by Derek Hendrikz

•Download as PPTX, PDF•
•
Derek Hendrikz
Derek Hendrikz

This document discusses customer excellence and customer relationship management. It provides 4 cornerstones to customer excellence: deciding what the organization wants, discovering what customers want, delivering what was promised plus extra, and obtaining feedback through measurement. It discusses defining the organization's mission and understanding customers to meet their needs. Primary activities like customer management and support activities like general administration that directly and indirectly relate to the core business are part of an effective customer relationship management value chain.

Leadership & ManagementBusinessTechnology
1 of 24
derek hendrikz
Copyright © 2014 Derek Hendrikz Consulting www.derekhendrikz.com
CVP Product Service People Results Communication Experience www.derekhendrikz.com
4Corner Stones to Customer Excellence Decide what you as organisation WANT. DISCOVER what the customer wants. Deliver what you promised – plus something extra. Feedback / Measure; Feedback / Measure and Feedback / Measure!!!!! www.derekhendrikz.com
What Do You Want??? • Who are we? • Why do we exist? • What is our mission? • Where are we going? CustomerExcellence  • Who helps us to get what we want? • Why do they sponsor us? • How are they segmented? • What are we really selling? • Are we doing what we said we would do? • Are we trustworthy? • In which ways are we under- promising and over-delivering? • Do we know what our customers think of us? • How accurate are our perceptions regarding how our customers rate us? Discover What The Customer Wants?? Deliver What You Promised + EXTRA Feedback / Measure    www.derekhendrikz.com
Support Production/ Delivery Customer Management Effectiveness Strategy Efficiency Policy www.derekhendrikz.com
• Database; • Target behavior; • Success of CRM Strategies; and • Data Mining. • Interaction with companies and partners. • Marketing; • Crisis Management; • Advertising. • This is all direct interaction with customers and includes Call Centre Management; Web / Online Services; and Customer / Client interaction. www.derekhendrikz.com
www.derekhendrikz.com
Sample of a CRM Value Chain: Customer Portfolio Analysis Customer Intimacy Network Development Values Proposition Development Manage the Relationship Customer ProfitabilityPrimary Stages Support Activities And costs Product R&D, Technology, systems Development Human Resources Management General Administration www.derekhendrikz.com
• It assumes that a business exist to create value for customers. • A chain of separate activities that add value to the CVP. • Two major categories... • Primary Activities that directly relate to core business. • Support Activities that supports core business. www.derekhendrikz.com
Business Relationship Development (1) Prospect •What will we both get? •How much investment? •What adaptations? •What learning? •Trust? (2) Exploratory •Investment for time for learning & distance reduction •No routines or commitment. (3) Development •Intensive mutual learning. •Building trust through investment & informal adaptation. (4) Commitment •Routine & Institutionalisation. (5) Ultimate Patnership •Advocates for our cause. •Minimum maintenance. www.derekhendrikz.com
www.derekhendrikz.com
www.derekhendrikz.com
www.derekhendrikz.com
www.derekhendrikz.com
www.derekhendrikz.com
www.derekhendrikz.com
www.derekhendrikz.com
Kick Ass…… www.derekhendrikz.com
www.derekhendrikz.com
1. Lead from the front… 2. If you take the fame… you’ve gotta take the blame.. 3. DO NOT… Major in Minors… www.derekhendrikz.com
1. Apple (87b) 2. Microsoft (54b) 3. Coca Cola (50b) 4. IBM (48b) 5. Google (38b) 6. Mc Donald's (37b) 7. General Electric (33b) 8. Intel (32b) 9. BMW (26b) 10. Cisco (26b) www.derekhendrikz.com
Copyright © 2011: Derek Hendrikz Consultingwww.derekhendrikz.com
Customer Value Proposition by Derek Hendrikz

Recommended

Visually Integrating Porter’s 5 Forces of Competition with the Business Model...
Visually Integrating Porter’s 5 Forces of Competition with the Business Model...Visually Integrating Porter’s 5 Forces of Competition with the Business Model...
Visually Integrating Porter’s 5 Forces of Competition with the Business Model...
Rod King, Ph.D.
 
Go to Market Strategy Template
Go to Market Strategy TemplateGo to Market Strategy Template
Go to Market Strategy Template
Soren Kaplan
 
Value Proposition Workshop
Value Proposition Workshop Value Proposition Workshop
Value Proposition Workshop
MacInnis Marketing
 
Creating awesome value proposition using Value Proposition Canvas
Creating awesome value proposition using Value Proposition CanvasCreating awesome value proposition using Value Proposition Canvas
Creating awesome value proposition using Value Proposition Canvas
Tathagat Varma
 
Marketing, Value, Value Propositions, Selling, Value Adding, Sales
Marketing, Value, Value Propositions, Selling, Value Adding, SalesMarketing, Value, Value Propositions, Selling, Value Adding, Sales
Marketing, Value, Value Propositions, Selling, Value Adding, Sales
Dr Bryan Mills
 
The Value Proposition Canvas
The Value Proposition CanvasThe Value Proposition Canvas
The Value Proposition CanvasSolvay Entrepreneurs
 
Sell On Value
Sell On ValueSell On Value
Sell On Value
mickeych1
 
Value Proposition Canvas Explained
Value Proposition Canvas ExplainedValue Proposition Canvas Explained
Value Proposition Canvas Explained
azlaan
 

Recommended

Visually Integrating Porter’s 5 Forces of Competition with the Business Model...
Visually Integrating Porter’s 5 Forces of Competition with the Business Model...Visually Integrating Porter’s 5 Forces of Competition with the Business Model...
Visually Integrating Porter’s 5 Forces of Competition with the Business Model...
Rod King, Ph.D.
 
Go to Market Strategy Template
Go to Market Strategy TemplateGo to Market Strategy Template
Go to Market Strategy Template
Soren Kaplan
 
Value Proposition Workshop
Value Proposition Workshop Value Proposition Workshop
Value Proposition Workshop
MacInnis Marketing
 
Creating awesome value proposition using Value Proposition Canvas
Creating awesome value proposition using Value Proposition CanvasCreating awesome value proposition using Value Proposition Canvas
Creating awesome value proposition using Value Proposition Canvas
Tathagat Varma
 
Marketing, Value, Value Propositions, Selling, Value Adding, Sales
Marketing, Value, Value Propositions, Selling, Value Adding, SalesMarketing, Value, Value Propositions, Selling, Value Adding, Sales
Marketing, Value, Value Propositions, Selling, Value Adding, Sales
Dr Bryan Mills
 
The Value Proposition Canvas
The Value Proposition CanvasThe Value Proposition Canvas
The Value Proposition CanvasSolvay Entrepreneurs
 
Sell On Value
Sell On ValueSell On Value
Sell On Value
mickeych1
 
Value Proposition Canvas Explained
Value Proposition Canvas ExplainedValue Proposition Canvas Explained
Value Proposition Canvas Explained
azlaan
 
Business Model Canvas
Business Model CanvasBusiness Model Canvas
Business Model Canvas
Mohamed Sami El-Tahawy
 
10 Steps to Product/Market Fit
10 Steps to Product/Market Fit10 Steps to Product/Market Fit
10 Steps to Product/Market FitAsh Maurya
 
How to Create Compelling Value Propositions That Turns Prospects into Customers
How to Create Compelling Value Propositions That Turns Prospects into CustomersHow to Create Compelling Value Propositions That Turns Prospects into Customers
How to Create Compelling Value Propositions That Turns Prospects into Customers
Kissmetrics on SlideShare
 
Sales Strategy Example
Sales Strategy ExampleSales Strategy Example
Sales Strategy Example
The Digital Sales Institute
 
Value proposition Design
Value proposition DesignValue proposition Design
Value proposition Design
Wisnu Dewobroto
 
Business Model Canvas
Business Model CanvasBusiness Model Canvas
Business Model Canvas
Handaru Sakti
 
Running a Value Proposition Design Workshop as Part of Product Discovery
Running a Value Proposition Design Workshop as Part of Product DiscoveryRunning a Value Proposition Design Workshop as Part of Product Discovery
Running a Value Proposition Design Workshop as Part of Product Discovery
Philipp Engel
 
Effective selling techniques
Effective selling techniquesEffective selling techniques
Effective selling techniquesweetong
 
Sales strategy development
Sales strategy developmentSales strategy development
Sales strategy development
Orysya Sklyar
 
Spin selling training
Spin selling trainingSpin selling training
Spin selling training
Visual Meta Business Labs
 
Marketing Process - Go-to-Market Plans
Marketing Process - Go-to-Market PlansMarketing Process - Go-to-Market Plans
Marketing Process - Go-to-Market Plans
Four Quadrant LLC
 
Go-To Market Plan
Go-To Market PlanGo-To Market Plan
Go-To Market Plan
Dennis Antolin
 
Customer journey mapping seminar
Customer journey mapping seminarCustomer journey mapping seminar
Customer journey mapping seminar
MacInnis Marketing
 
Go-to-market Framework
Go-to-market FrameworkGo-to-market Framework
Go-to-market Framework
Demand Metric
 
Go To Market Fit Summit
Go To Market Fit SummitGo To Market Fit Summit
Go To Market Fit Summit
Survival To Thrival
 
Sales, Sales Management, Sales Strategy
Sales, Sales Management, Sales StrategySales, Sales Management, Sales Strategy
Sales, Sales Management, Sales Strategy
Brian Halligan
 
Introduction to Brand Management
Introduction to Brand ManagementIntroduction to Brand Management
Introduction to Brand Management
Hafiz Hudani
 
Innovation & Business Model & Business Model Canvas 2014
Innovation & Business Model & Business Model Canvas 2014Innovation & Business Model & Business Model Canvas 2014
Innovation & Business Model & Business Model Canvas 2014
Serdar Temiz
 
IBM - Full year Go-to-market plan template
IBM - Full year Go-to-market plan templateIBM - Full year Go-to-market plan template
IBM - Full year Go-to-market plan template
Arrow ECS UK
 
Sales Planning - Sales Strategy Template
Sales Planning - Sales Strategy TemplateSales Planning - Sales Strategy Template
Sales Planning - Sales Strategy Template
Four Quadrant LLC
 
Customer Value Proposition
Customer Value Proposition Customer Value Proposition
Customer Value Proposition Reza Hashemi
 
VALUE PROPOSITION ADDRESSING CUSTOMER OUTCOMES
VALUE PROPOSITION ADDRESSING CUSTOMER OUTCOMESVALUE PROPOSITION ADDRESSING CUSTOMER OUTCOMES
VALUE PROPOSITION ADDRESSING CUSTOMER OUTCOMES
André Harrell
 

More Related Content

What's hot

Business Model Canvas
Business Model CanvasBusiness Model Canvas
Business Model Canvas
Mohamed Sami El-Tahawy
 
10 Steps to Product/Market Fit
10 Steps to Product/Market Fit10 Steps to Product/Market Fit
10 Steps to Product/Market FitAsh Maurya
 
How to Create Compelling Value Propositions That Turns Prospects into Customers
How to Create Compelling Value Propositions That Turns Prospects into CustomersHow to Create Compelling Value Propositions That Turns Prospects into Customers
How to Create Compelling Value Propositions That Turns Prospects into Customers
Kissmetrics on SlideShare
 
Sales Strategy Example
Sales Strategy ExampleSales Strategy Example
Sales Strategy Example
The Digital Sales Institute
 
Value proposition Design
Value proposition DesignValue proposition Design
Value proposition Design
Wisnu Dewobroto
 
Business Model Canvas
Business Model CanvasBusiness Model Canvas
Business Model Canvas
Handaru Sakti
 
Running a Value Proposition Design Workshop as Part of Product Discovery
Running a Value Proposition Design Workshop as Part of Product DiscoveryRunning a Value Proposition Design Workshop as Part of Product Discovery
Running a Value Proposition Design Workshop as Part of Product Discovery
Philipp Engel
 
Effective selling techniques
Effective selling techniquesEffective selling techniques
Effective selling techniquesweetong
 
Sales strategy development
Sales strategy developmentSales strategy development
Sales strategy development
Orysya Sklyar
 
Spin selling training
Spin selling trainingSpin selling training
Spin selling training
Visual Meta Business Labs
 
Marketing Process - Go-to-Market Plans
Marketing Process - Go-to-Market PlansMarketing Process - Go-to-Market Plans
Marketing Process - Go-to-Market Plans
Four Quadrant LLC
 
Go-To Market Plan
Go-To Market PlanGo-To Market Plan
Go-To Market Plan
Dennis Antolin
 
Customer journey mapping seminar
Customer journey mapping seminarCustomer journey mapping seminar
Customer journey mapping seminar
MacInnis Marketing
 
Go-to-market Framework
Go-to-market FrameworkGo-to-market Framework
Go-to-market Framework
Demand Metric
 
Go To Market Fit Summit
Go To Market Fit SummitGo To Market Fit Summit
Go To Market Fit Summit
Survival To Thrival
 
Sales, Sales Management, Sales Strategy
Sales, Sales Management, Sales StrategySales, Sales Management, Sales Strategy
Sales, Sales Management, Sales Strategy
Brian Halligan
 
Introduction to Brand Management
Introduction to Brand ManagementIntroduction to Brand Management
Introduction to Brand Management
Hafiz Hudani
 
Innovation & Business Model & Business Model Canvas 2014
Innovation & Business Model & Business Model Canvas 2014Innovation & Business Model & Business Model Canvas 2014
Innovation & Business Model & Business Model Canvas 2014
Serdar Temiz
 
IBM - Full year Go-to-market plan template
IBM - Full year Go-to-market plan templateIBM - Full year Go-to-market plan template
IBM - Full year Go-to-market plan template
Arrow ECS UK
 
Sales Planning - Sales Strategy Template
Sales Planning - Sales Strategy TemplateSales Planning - Sales Strategy Template
Sales Planning - Sales Strategy Template
Four Quadrant LLC
 

What's hot (20)

Business Model Canvas
Business Model CanvasBusiness Model Canvas
Business Model Canvas
 
10 Steps to Product/Market Fit
10 Steps to Product/Market Fit10 Steps to Product/Market Fit
10 Steps to Product/Market Fit
 
How to Create Compelling Value Propositions That Turns Prospects into Customers
How to Create Compelling Value Propositions That Turns Prospects into CustomersHow to Create Compelling Value Propositions That Turns Prospects into Customers
How to Create Compelling Value Propositions That Turns Prospects into Customers
 
Sales Strategy Example
Sales Strategy ExampleSales Strategy Example
Sales Strategy Example
 
Value proposition Design
Value proposition DesignValue proposition Design
Value proposition Design
 
Business Model Canvas
Business Model CanvasBusiness Model Canvas
Business Model Canvas
 
Running a Value Proposition Design Workshop as Part of Product Discovery
Running a Value Proposition Design Workshop as Part of Product DiscoveryRunning a Value Proposition Design Workshop as Part of Product Discovery
Running a Value Proposition Design Workshop as Part of Product Discovery
 
Effective selling techniques
Effective selling techniquesEffective selling techniques
Effective selling techniques
 
Sales strategy development
Sales strategy developmentSales strategy development
Sales strategy development
 
Spin selling training
Spin selling trainingSpin selling training
Spin selling training
 
Marketing Process - Go-to-Market Plans
Marketing Process - Go-to-Market PlansMarketing Process - Go-to-Market Plans
Marketing Process - Go-to-Market Plans
 
Go-To Market Plan
Go-To Market PlanGo-To Market Plan
Go-To Market Plan
 
Customer journey mapping seminar
Customer journey mapping seminarCustomer journey mapping seminar
Customer journey mapping seminar
 
Go-to-market Framework
Go-to-market FrameworkGo-to-market Framework
Go-to-market Framework
 
Go To Market Fit Summit
Go To Market Fit SummitGo To Market Fit Summit
Go To Market Fit Summit
 
Sales, Sales Management, Sales Strategy
Sales, Sales Management, Sales StrategySales, Sales Management, Sales Strategy
Sales, Sales Management, Sales Strategy
 
Introduction to Brand Management
Introduction to Brand ManagementIntroduction to Brand Management
Introduction to Brand Management
 
Innovation & Business Model & Business Model Canvas 2014
Innovation & Business Model & Business Model Canvas 2014Innovation & Business Model & Business Model Canvas 2014
Innovation & Business Model & Business Model Canvas 2014
 
IBM - Full year Go-to-market plan template
IBM - Full year Go-to-market plan templateIBM - Full year Go-to-market plan template
IBM - Full year Go-to-market plan template
 
Sales Planning - Sales Strategy Template
Sales Planning - Sales Strategy TemplateSales Planning - Sales Strategy Template
Sales Planning - Sales Strategy Template
 

Viewers also liked

Customer Value Proposition
Customer Value Proposition Customer Value Proposition
Customer Value Proposition Reza Hashemi
 
VALUE PROPOSITION ADDRESSING CUSTOMER OUTCOMES
VALUE PROPOSITION ADDRESSING CUSTOMER OUTCOMESVALUE PROPOSITION ADDRESSING CUSTOMER OUTCOMES
VALUE PROPOSITION ADDRESSING CUSTOMER OUTCOMES
André Harrell
 
Customer portfolio growth ...starring Miss New Shiny-thing
Customer portfolio growth ...starring Miss New Shiny-thingCustomer portfolio growth ...starring Miss New Shiny-thing
Customer portfolio growth ...starring Miss New Shiny-thing
Andre Gien
 
Crowdsourcing presentation
Crowdsourcing presentationCrowdsourcing presentation
Crowdsourcing presentation
kleepg23
 
Stakes, limits and opportunities, how to take advantage of the crowdsourcing ...
Stakes, limits and opportunities, how to take advantage of the crowdsourcing ...Stakes, limits and opportunities, how to take advantage of the crowdsourcing ...
Stakes, limits and opportunities, how to take advantage of the crowdsourcing ...
Carine ESTEVES
 
Jef Staes - Crowd-Based Innovation Will Be Bloody and Red
Jef Staes - Crowd-Based Innovation Will Be Bloody and RedJef Staes - Crowd-Based Innovation Will Be Bloody and Red
Jef Staes - Crowd-Based Innovation Will Be Bloody and Red
Crowdsourcing Week
 
Crm 4 analisis portofolio pelanggan
Crm 4 analisis portofolio pelangganCrm 4 analisis portofolio pelanggan
Crm 4 analisis portofolio pelangganaiiniR
 
Product design for mass individualization
Product design for mass individualizationProduct design for mass individualization
Product design for mass individualization
Raghu kk
 
Motivate Europe Live: The role of Recognition and Incentives in the ‘Employee...
Motivate Europe Live: The role of Recognition and Incentives in the ‘Employee...Motivate Europe Live: The role of Recognition and Incentives in the ‘Employee...
Motivate Europe Live: The role of Recognition and Incentives in the ‘Employee...
Motivate Europe Live
 
Why Does Your Customer Buy from You? The Value Proposition Design
Why Does Your Customer Buy from You? The Value Proposition DesignWhy Does Your Customer Buy from You? The Value Proposition Design
Why Does Your Customer Buy from You? The Value Proposition Design
AMM COMMUNICATIONS, LLC
 
Discovering Your Value Proposition
Discovering Your Value Proposition Discovering Your Value Proposition
Discovering Your Value Proposition
MarketingExperiments
 
The 1-Minute VALUE PROPOSITION ACT: A Simpler and Scalable Toolkit for Design...
The 1-Minute VALUE PROPOSITION ACT: A Simpler and Scalable Toolkit for Design...The 1-Minute VALUE PROPOSITION ACT: A Simpler and Scalable Toolkit for Design...
The 1-Minute VALUE PROPOSITION ACT: A Simpler and Scalable Toolkit for Design...
Rod King, Ph.D.
 
Value Proposition - Entrepreneurship 101 (2012/2013)
Value Proposition - Entrepreneurship 101 (2012/2013)Value Proposition - Entrepreneurship 101 (2012/2013)
Value Proposition - Entrepreneurship 101 (2012/2013)
MaRS Discovery District
 
Entrepreneurship101 - Designing a Value Proposition with Joseph Wilson
Entrepreneurship101 - Designing a Value Proposition with Joseph WilsonEntrepreneurship101 - Designing a Value Proposition with Joseph Wilson
Entrepreneurship101 - Designing a Value Proposition with Joseph Wilson
MaRS Discovery District
 
The Top 5 Marketing Discoveries of 2015: 12 months of research in just 60 min...
The Top 5 Marketing Discoveries of 2015: 12 months of research in just 60 min...The Top 5 Marketing Discoveries of 2015: 12 months of research in just 60 min...
The Top 5 Marketing Discoveries of 2015: 12 months of research in just 60 min...
MarketingExperiments
 
Effective selling techniques
Effective selling techniques Effective selling techniques
Effective selling techniques simmeekhan
 
Selling Value With Price-Based Marketing - Laird Rixford
Selling Value With Price-Based Marketing - Laird RixfordSelling Value With Price-Based Marketing - Laird Rixford
Selling Value With Price-Based Marketing - Laird Rixford
Insurance Technologies Corporation (ITC)
 
Strengthen your copy in 35 minutes: Proven strategies to boost the effectiven...
Strengthen your copy in 35 minutes: Proven strategies to boost the effectiven...Strengthen your copy in 35 minutes: Proven strategies to boost the effectiven...
Strengthen your copy in 35 minutes: Proven strategies to boost the effectiven...
MarketingExperiments
 
Selling Value - Now More than Ever
Selling Value - Now More than EverSelling Value - Now More than Ever
Selling Value - Now More than Ever
DiscoverOrg
 
How To Develop a Value Proposition That SELLS
How To Develop a Value Proposition That SELLSHow To Develop a Value Proposition That SELLS
How To Develop a Value Proposition That SELLS
LeveragePoint Innovations
 

Viewers also liked (20)

Customer Value Proposition
Customer Value Proposition Customer Value Proposition
Customer Value Proposition
 
VALUE PROPOSITION ADDRESSING CUSTOMER OUTCOMES
VALUE PROPOSITION ADDRESSING CUSTOMER OUTCOMESVALUE PROPOSITION ADDRESSING CUSTOMER OUTCOMES
VALUE PROPOSITION ADDRESSING CUSTOMER OUTCOMES
 
Customer portfolio growth ...starring Miss New Shiny-thing
Customer portfolio growth ...starring Miss New Shiny-thingCustomer portfolio growth ...starring Miss New Shiny-thing
Customer portfolio growth ...starring Miss New Shiny-thing
 
Crowdsourcing presentation
Crowdsourcing presentationCrowdsourcing presentation
Crowdsourcing presentation
 
Stakes, limits and opportunities, how to take advantage of the crowdsourcing ...
Stakes, limits and opportunities, how to take advantage of the crowdsourcing ...Stakes, limits and opportunities, how to take advantage of the crowdsourcing ...
Stakes, limits and opportunities, how to take advantage of the crowdsourcing ...
 
Jef Staes - Crowd-Based Innovation Will Be Bloody and Red
Jef Staes - Crowd-Based Innovation Will Be Bloody and RedJef Staes - Crowd-Based Innovation Will Be Bloody and Red
Jef Staes - Crowd-Based Innovation Will Be Bloody and Red
 
Crm 4 analisis portofolio pelanggan
Crm 4 analisis portofolio pelangganCrm 4 analisis portofolio pelanggan
Crm 4 analisis portofolio pelanggan
 
Product design for mass individualization
Product design for mass individualizationProduct design for mass individualization
Product design for mass individualization
 
Motivate Europe Live: The role of Recognition and Incentives in the ‘Employee...
Motivate Europe Live: The role of Recognition and Incentives in the ‘Employee...Motivate Europe Live: The role of Recognition and Incentives in the ‘Employee...
Motivate Europe Live: The role of Recognition and Incentives in the ‘Employee...
 
Why Does Your Customer Buy from You? The Value Proposition Design
Why Does Your Customer Buy from You? The Value Proposition DesignWhy Does Your Customer Buy from You? The Value Proposition Design
Why Does Your Customer Buy from You? The Value Proposition Design
 
Discovering Your Value Proposition
Discovering Your Value Proposition Discovering Your Value Proposition
Discovering Your Value Proposition
 
The 1-Minute VALUE PROPOSITION ACT: A Simpler and Scalable Toolkit for Design...
The 1-Minute VALUE PROPOSITION ACT: A Simpler and Scalable Toolkit for Design...The 1-Minute VALUE PROPOSITION ACT: A Simpler and Scalable Toolkit for Design...
The 1-Minute VALUE PROPOSITION ACT: A Simpler and Scalable Toolkit for Design...
 
Value Proposition - Entrepreneurship 101 (2012/2013)
Value Proposition - Entrepreneurship 101 (2012/2013)Value Proposition - Entrepreneurship 101 (2012/2013)
Value Proposition - Entrepreneurship 101 (2012/2013)
 
Entrepreneurship101 - Designing a Value Proposition with Joseph Wilson
Entrepreneurship101 - Designing a Value Proposition with Joseph WilsonEntrepreneurship101 - Designing a Value Proposition with Joseph Wilson
Entrepreneurship101 - Designing a Value Proposition with Joseph Wilson
 
The Top 5 Marketing Discoveries of 2015: 12 months of research in just 60 min...
The Top 5 Marketing Discoveries of 2015: 12 months of research in just 60 min...The Top 5 Marketing Discoveries of 2015: 12 months of research in just 60 min...
The Top 5 Marketing Discoveries of 2015: 12 months of research in just 60 min...
 
Effective selling techniques
Effective selling techniques Effective selling techniques
Effective selling techniques
 
Selling Value With Price-Based Marketing - Laird Rixford
Selling Value With Price-Based Marketing - Laird RixfordSelling Value With Price-Based Marketing - Laird Rixford
Selling Value With Price-Based Marketing - Laird Rixford
 
Strengthen your copy in 35 minutes: Proven strategies to boost the effectiven...
Strengthen your copy in 35 minutes: Proven strategies to boost the effectiven...Strengthen your copy in 35 minutes: Proven strategies to boost the effectiven...
Strengthen your copy in 35 minutes: Proven strategies to boost the effectiven...
 
Selling Value - Now More than Ever
Selling Value - Now More than EverSelling Value - Now More than Ever
Selling Value - Now More than Ever
 
How To Develop a Value Proposition That SELLS
How To Develop a Value Proposition That SELLSHow To Develop a Value Proposition That SELLS
How To Develop a Value Proposition That SELLS
 

Similar to Customer Value Proposition by Derek Hendrikz

Empired Convergence 2017 - Transforming you customer experience
Empired Convergence 2017 - Transforming you customer experienceEmpired Convergence 2017 - Transforming you customer experience
Empired Convergence 2017 - Transforming you customer experience
Empired
 
The 7 Steps to Small Business Marketing Success Small Business Workshop
The 7 Steps to Small Business Marketing Success Small Business WorkshopThe 7 Steps to Small Business Marketing Success Small Business Workshop
The 7 Steps to Small Business Marketing Success Small Business Workshop
Judy Habel
 
LinkedIn Day London, Search and Staffing, 7 November 2014
LinkedIn Day London, Search and Staffing, 7 November 2014LinkedIn Day London, Search and Staffing, 7 November 2014
LinkedIn Day London, Search and Staffing, 7 November 2014
LinkedIn For Search and Recruitment Firms
 
crescentek_corporate_brochure
crescentek_corporate_brochurecrescentek_corporate_brochure
crescentek_corporate_brochureRajiv Bajaj
 
Customer Relationship Management-Kara Every-Brady Australia
Customer Relationship Management-Kara Every-Brady AustraliaCustomer Relationship Management-Kara Every-Brady Australia
Customer Relationship Management-Kara Every-Brady Australia
LemonTree Fundraising
 
Consult Australia Tasmania Seminar - Proactive Business Development
Consult Australia Tasmania Seminar - Proactive Business DevelopmentConsult Australia Tasmania Seminar - Proactive Business Development
Consult Australia Tasmania Seminar - Proactive Business Development
Sarah Edson
 
MR12CD Tuesday13h00 - Von Holdt
MR12CD Tuesday13h00 - Von HoldtMR12CD Tuesday13h00 - Von Holdt
MR12CD Tuesday13h00 - Von Holdt
7391456
 
TODAY DREAMS FRANCHISE
TODAY DREAMS FRANCHISETODAY DREAMS FRANCHISE
TODAY DREAMS FRANCHISEYogesh Patel
 
Using the Right Content Strategy to Create a Personalized Digital Experience
Using the Right Content Strategy to Create a Personalized Digital ExperienceUsing the Right Content Strategy to Create a Personalized Digital Experience
Using the Right Content Strategy to Create a Personalized Digital Experience
Perficient, Inc.
 
Edge Corporate Capabilities 2010
Edge Corporate Capabilities 2010Edge Corporate Capabilities 2010
Edge Corporate Capabilities 2010kglassic
 
Introduction to the Business Model Canvas
Introduction to the Business Model CanvasIntroduction to the Business Model Canvas
Introduction to the Business Model Canvas
Davender Gupta
 
Introduction to the Business Model Canvas
Introduction to the Business Model CanvasIntroduction to the Business Model Canvas
Introduction to the Business Model CanvasCatherine Kearns
 
F5buddy.
F5buddy.F5buddy.
F5buddy.
f5buddy01
 
Content marketing for search and staffing webcast
Content marketing for search and staffing webcastContent marketing for search and staffing webcast
Content marketing for search and staffing webcast
LinkedIn Europe
 
Cannabis Call Center Solutions
Cannabis Call Center Solutions Cannabis Call Center Solutions
Cannabis Call Center Solutions
Eric Sims
 
DIGIT Leader Summit 2017
DIGIT Leader Summit 2017DIGIT Leader Summit 2017
DIGIT Leader Summit 2017
Ray Bugg
 
Customer enchantment - NACUSO conference
Customer enchantment - NACUSO conferenceCustomer enchantment - NACUSO conference
Customer enchantment - NACUSO conference
Endeavor Management
 
E-Commerce Store Management Staffing
E-Commerce Store Management StaffingE-Commerce Store Management Staffing
E-Commerce Store Management Staffing
Hvantage Technologies Inc USA
 

Similar to Customer Value Proposition by Derek Hendrikz (20)

Empired Convergence 2017 - Transforming you customer experience
Empired Convergence 2017 - Transforming you customer experienceEmpired Convergence 2017 - Transforming you customer experience
Empired Convergence 2017 - Transforming you customer experience
 
The 7 Steps to Small Business Marketing Success Small Business Workshop
The 7 Steps to Small Business Marketing Success Small Business WorkshopThe 7 Steps to Small Business Marketing Success Small Business Workshop
The 7 Steps to Small Business Marketing Success Small Business Workshop
 
Triple S - Shared Services Standard
Triple S - Shared Services StandardTriple S - Shared Services Standard
Triple S - Shared Services Standard
 
LinkedIn Day London, Search and Staffing, 7 November 2014
LinkedIn Day London, Search and Staffing, 7 November 2014LinkedIn Day London, Search and Staffing, 7 November 2014
LinkedIn Day London, Search and Staffing, 7 November 2014
 
crescentek_corporate_brochure
crescentek_corporate_brochurecrescentek_corporate_brochure
crescentek_corporate_brochure
 
Customer Relationship Management-Kara Every-Brady Australia
Customer Relationship Management-Kara Every-Brady AustraliaCustomer Relationship Management-Kara Every-Brady Australia
Customer Relationship Management-Kara Every-Brady Australia
 
Consult Australia Tasmania Seminar - Proactive Business Development
Consult Australia Tasmania Seminar - Proactive Business DevelopmentConsult Australia Tasmania Seminar - Proactive Business Development
Consult Australia Tasmania Seminar - Proactive Business Development
 
MR12CD Tuesday13h00 - Von Holdt
MR12CD Tuesday13h00 - Von HoldtMR12CD Tuesday13h00 - Von Holdt
MR12CD Tuesday13h00 - Von Holdt
 
TODAY DREAMS FRANCHISE
TODAY DREAMS FRANCHISETODAY DREAMS FRANCHISE
TODAY DREAMS FRANCHISE
 
Using the Right Content Strategy to Create a Personalized Digital Experience
Using the Right Content Strategy to Create a Personalized Digital ExperienceUsing the Right Content Strategy to Create a Personalized Digital Experience
Using the Right Content Strategy to Create a Personalized Digital Experience
 
Edge Corporate Capabilities 2010
Edge Corporate Capabilities 2010Edge Corporate Capabilities 2010
Edge Corporate Capabilities 2010
 
Introduction to the Business Model Canvas
Introduction to the Business Model CanvasIntroduction to the Business Model Canvas
Introduction to the Business Model Canvas
 
Introduction to the Business Model Canvas
Introduction to the Business Model CanvasIntroduction to the Business Model Canvas
Introduction to the Business Model Canvas
 
F5buddy.
F5buddy.F5buddy.
F5buddy.
 
Content marketing for search and staffing webcast
Content marketing for search and staffing webcastContent marketing for search and staffing webcast
Content marketing for search and staffing webcast
 
B&B Overview
B&B OverviewB&B Overview
B&B Overview
 
Cannabis Call Center Solutions
Cannabis Call Center Solutions Cannabis Call Center Solutions
Cannabis Call Center Solutions
 
DIGIT Leader Summit 2017
DIGIT Leader Summit 2017DIGIT Leader Summit 2017
DIGIT Leader Summit 2017
 
Customer enchantment - NACUSO conference
Customer enchantment - NACUSO conferenceCustomer enchantment - NACUSO conference
Customer enchantment - NACUSO conference
 
E-Commerce Store Management Staffing
E-Commerce Store Management StaffingE-Commerce Store Management Staffing
E-Commerce Store Management Staffing
 

More from Derek Hendrikz

King Report
King ReportKing Report
King Report
Derek Hendrikz
 
Corporate Governance by Derek Hendrikz
Corporate Governance by Derek HendrikzCorporate Governance by Derek Hendrikz
Corporate Governance by Derek Hendrikz
Derek Hendrikz
 
Capacitating procurement professionals through mentorship and coaching
Capacitating procurement professionals through mentorship and coachingCapacitating procurement professionals through mentorship and coaching
Capacitating procurement professionals through mentorship and coaching
Derek Hendrikz
 
Remuneration Strategy by Derek Hendrikz
Remuneration Strategy by Derek HendrikzRemuneration Strategy by Derek Hendrikz
Remuneration Strategy by Derek Hendrikz
Derek Hendrikz
 
Employment Equity by Derek Hendrikz
Employment Equity by Derek HendrikzEmployment Equity by Derek Hendrikz
Employment Equity by Derek Hendrikz
Derek Hendrikz
 
Quotes by Derek Hendrikz 2
Quotes by Derek Hendrikz 2Quotes by Derek Hendrikz 2
Quotes by Derek Hendrikz 2
Derek Hendrikz
 
Introduction to Change Management by Derek Hendrikz
Introduction to Change Management by Derek HendrikzIntroduction to Change Management by Derek Hendrikz
Introduction to Change Management by Derek Hendrikz
Derek Hendrikz
 
Introduction to Performance Management by Derek Hendrikz
Introduction to Performance Management by Derek HendrikzIntroduction to Performance Management by Derek Hendrikz
Introduction to Performance Management by Derek Hendrikz
Derek Hendrikz
 
Psychology of Selling by Derek Hendrikz
Psychology of Selling by Derek HendrikzPsychology of Selling by Derek Hendrikz
Psychology of Selling by Derek Hendrikz
Derek Hendrikz
 
Total Rewards Strategy by Derek Hendrikz
Total Rewards Strategy by Derek HendrikzTotal Rewards Strategy by Derek Hendrikz
Total Rewards Strategy by Derek Hendrikz
Derek Hendrikz
 
Procurement Strategy by Derek Hendrikz
Procurement Strategy by Derek HendrikzProcurement Strategy by Derek Hendrikz
Procurement Strategy by Derek Hendrikz
Derek Hendrikz
 
Negotiation a 'YES' Agreement by Derek Hendrikz
Negotiation a 'YES' Agreement by Derek HendrikzNegotiation a 'YES' Agreement by Derek Hendrikz
Negotiation a 'YES' Agreement by Derek Hendrikz
Derek Hendrikz
 
Derek Hendrikz Portfolio
Derek Hendrikz PortfolioDerek Hendrikz Portfolio
Derek Hendrikz Portfolio
Derek Hendrikz
 
Group Dynamics - boundary dynamics of groups by Derek Hendrikz
Group Dynamics - boundary dynamics of groups by Derek HendrikzGroup Dynamics - boundary dynamics of groups by Derek Hendrikz
Group Dynamics - boundary dynamics of groups by Derek Hendrikz
Derek Hendrikz
 
Group dynamics - behavioural dynamics of groups by Derek Hendrikz
Group dynamics - behavioural dynamics of groups by Derek HendrikzGroup dynamics - behavioural dynamics of groups by Derek Hendrikz
Group dynamics - behavioural dynamics of groups by Derek Hendrikz
Derek Hendrikz
 
Batho pele in work context with Derek Hendrikz
Batho pele in work context with Derek HendrikzBatho pele in work context with Derek Hendrikz
Batho pele in work context with Derek Hendrikz
Derek Hendrikz
 
Batho Pele with Derek Hendrikz
Batho Pele with Derek HendrikzBatho Pele with Derek Hendrikz
Batho Pele with Derek Hendrikz
Derek Hendrikz
 
Creating Customer Value with Derek Hendrikz
Creating Customer Value with Derek HendrikzCreating Customer Value with Derek Hendrikz
Creating Customer Value with Derek Hendrikz
Derek Hendrikz
 

More from Derek Hendrikz (18)

King Report
King ReportKing Report
King Report
 
Corporate Governance by Derek Hendrikz
Corporate Governance by Derek HendrikzCorporate Governance by Derek Hendrikz
Corporate Governance by Derek Hendrikz
 
Capacitating procurement professionals through mentorship and coaching
Capacitating procurement professionals through mentorship and coachingCapacitating procurement professionals through mentorship and coaching
Capacitating procurement professionals through mentorship and coaching
 
Remuneration Strategy by Derek Hendrikz
Remuneration Strategy by Derek HendrikzRemuneration Strategy by Derek Hendrikz
Remuneration Strategy by Derek Hendrikz
 
Employment Equity by Derek Hendrikz
Employment Equity by Derek HendrikzEmployment Equity by Derek Hendrikz
Employment Equity by Derek Hendrikz
 
Quotes by Derek Hendrikz 2
Quotes by Derek Hendrikz 2Quotes by Derek Hendrikz 2
Quotes by Derek Hendrikz 2
 
Introduction to Change Management by Derek Hendrikz
Introduction to Change Management by Derek HendrikzIntroduction to Change Management by Derek Hendrikz
Introduction to Change Management by Derek Hendrikz
 
Introduction to Performance Management by Derek Hendrikz
Introduction to Performance Management by Derek HendrikzIntroduction to Performance Management by Derek Hendrikz
Introduction to Performance Management by Derek Hendrikz
 
Psychology of Selling by Derek Hendrikz
Psychology of Selling by Derek HendrikzPsychology of Selling by Derek Hendrikz
Psychology of Selling by Derek Hendrikz
 
Total Rewards Strategy by Derek Hendrikz
Total Rewards Strategy by Derek HendrikzTotal Rewards Strategy by Derek Hendrikz
Total Rewards Strategy by Derek Hendrikz
 
Procurement Strategy by Derek Hendrikz
Procurement Strategy by Derek HendrikzProcurement Strategy by Derek Hendrikz
Procurement Strategy by Derek Hendrikz
 
Negotiation a 'YES' Agreement by Derek Hendrikz
Negotiation a 'YES' Agreement by Derek HendrikzNegotiation a 'YES' Agreement by Derek Hendrikz
Negotiation a 'YES' Agreement by Derek Hendrikz
 
Derek Hendrikz Portfolio
Derek Hendrikz PortfolioDerek Hendrikz Portfolio
Derek Hendrikz Portfolio
 
Group Dynamics - boundary dynamics of groups by Derek Hendrikz
Group Dynamics - boundary dynamics of groups by Derek HendrikzGroup Dynamics - boundary dynamics of groups by Derek Hendrikz
Group Dynamics - boundary dynamics of groups by Derek Hendrikz
 
Group dynamics - behavioural dynamics of groups by Derek Hendrikz
Group dynamics - behavioural dynamics of groups by Derek HendrikzGroup dynamics - behavioural dynamics of groups by Derek Hendrikz
Group dynamics - behavioural dynamics of groups by Derek Hendrikz
 
Batho pele in work context with Derek Hendrikz
Batho pele in work context with Derek HendrikzBatho pele in work context with Derek Hendrikz
Batho pele in work context with Derek Hendrikz
 
Batho Pele with Derek Hendrikz
Batho Pele with Derek HendrikzBatho Pele with Derek Hendrikz
Batho Pele with Derek Hendrikz
 
Creating Customer Value with Derek Hendrikz
Creating Customer Value with Derek HendrikzCreating Customer Value with Derek Hendrikz
Creating Customer Value with Derek Hendrikz
 

Recently uploaded

W.H.Bender Quote 65 - The Team Member and Guest Experience
W.H.Bender Quote 65 - The Team Member and Guest ExperienceW.H.Bender Quote 65 - The Team Member and Guest Experience
W.H.Bender Quote 65 - The Team Member and Guest Experience
William (Bill) H. Bender, FCSI
 
Founder-Game Director Workshop (Session 1)
Founder-Game Director Workshop (Session 1)Founder-Game Director Workshop (Session 1)
Founder-Game Director Workshop (Session 1)
Amir H. Fassihi
 
Modern Database Management 12th Global Edition by Hoffer solution manual.docx
Modern Database Management 12th Global Edition by Hoffer solution manual.docxModern Database Management 12th Global Edition by Hoffer solution manual.docx
Modern Database Management 12th Global Edition by Hoffer solution manual.docx
ssuserf63bd7
 
Training- integrated management system (iso)
Training- integrated management system (iso)Training- integrated management system (iso)
Training- integrated management system (iso)
akaash13
 
SOCIO-ANTHROPOLOGY FACULTY OF NURSING.....
SOCIO-ANTHROPOLOGY FACULTY OF NURSING.....SOCIO-ANTHROPOLOGY FACULTY OF NURSING.....
SOCIO-ANTHROPOLOGY FACULTY OF NURSING.....
juniourjohnstone
 
Oprah Winfrey: A Leader in Media, Philanthropy, and Empowerment | CIO Women M...
Oprah Winfrey: A Leader in Media, Philanthropy, and Empowerment | CIO Women M...Oprah Winfrey: A Leader in Media, Philanthropy, and Empowerment | CIO Women M...
Oprah Winfrey: A Leader in Media, Philanthropy, and Empowerment | CIO Women M...
CIOWomenMagazine
 
TCS AI for Business Study – Key Findings
TCS AI for Business Study – Key FindingsTCS AI for Business Study – Key Findings
TCS AI for Business Study – Key Findings
Tata Consultancy Services
 
Leadership Ethics and Change, Purpose to Impact Plan
Leadership Ethics and Change, Purpose to Impact PlanLeadership Ethics and Change, Purpose to Impact Plan
Leadership Ethics and Change, Purpose to Impact Plan
Muhammad Adil Jamil
 
一比一原版杜克大学毕业证(Duke毕业证)成绩单留信认证
一比一原版杜克大学毕业证(Duke毕业证)成绩单留信认证一比一原版杜克大学毕业证(Duke毕业证)成绩单留信认证
一比一原版杜克大学毕业证(Duke毕业证)成绩单留信认证
gcljeuzdu
 

Recently uploaded (9)

W.H.Bender Quote 65 - The Team Member and Guest Experience
W.H.Bender Quote 65 - The Team Member and Guest ExperienceW.H.Bender Quote 65 - The Team Member and Guest Experience
W.H.Bender Quote 65 - The Team Member and Guest Experience
 
Founder-Game Director Workshop (Session 1)
Founder-Game Director Workshop (Session 1)Founder-Game Director Workshop (Session 1)
Founder-Game Director Workshop (Session 1)
 
Modern Database Management 12th Global Edition by Hoffer solution manual.docx
Modern Database Management 12th Global Edition by Hoffer solution manual.docxModern Database Management 12th Global Edition by Hoffer solution manual.docx
Modern Database Management 12th Global Edition by Hoffer solution manual.docx
 
Training- integrated management system (iso)
Training- integrated management system (iso)Training- integrated management system (iso)
Training- integrated management system (iso)
 
SOCIO-ANTHROPOLOGY FACULTY OF NURSING.....
SOCIO-ANTHROPOLOGY FACULTY OF NURSING.....SOCIO-ANTHROPOLOGY FACULTY OF NURSING.....
SOCIO-ANTHROPOLOGY FACULTY OF NURSING.....
 
Oprah Winfrey: A Leader in Media, Philanthropy, and Empowerment | CIO Women M...
Oprah Winfrey: A Leader in Media, Philanthropy, and Empowerment | CIO Women M...Oprah Winfrey: A Leader in Media, Philanthropy, and Empowerment | CIO Women M...
Oprah Winfrey: A Leader in Media, Philanthropy, and Empowerment | CIO Women M...
 
TCS AI for Business Study – Key Findings
TCS AI for Business Study – Key FindingsTCS AI for Business Study – Key Findings
TCS AI for Business Study – Key Findings
 
Leadership Ethics and Change, Purpose to Impact Plan
Leadership Ethics and Change, Purpose to Impact PlanLeadership Ethics and Change, Purpose to Impact Plan
Leadership Ethics and Change, Purpose to Impact Plan
 
一比一原版杜克大学毕业证(Duke毕业证)成绩单留信认证
一比一原版杜克大学毕业证(Duke毕业证)成绩单留信认证一比一原版杜克大学毕业证(Duke毕业证)成绩单留信认证
一比一原版杜克大学毕业证(Duke毕业证)成绩单留信认证
 

Customer Value Proposition by Derek Hendrikz

  • 2. Copyright © 2014 Derek Hendrikz Consulting www.derekhendrikz.com
  • 4. 4Corner Stones to Customer Excellence Decide what you as organisation WANT. DISCOVER what the customer wants. Deliver what you promised – plus something extra. Feedback / Measure; Feedback / Measure and Feedback / Measure!!!!! www.derekhendrikz.com
  • 5. What Do You Want??? • Who are we? • Why do we exist? • What is our mission? • Where are we going? CustomerExcellence  • Who helps us to get what we want? • Why do they sponsor us? • How are they segmented? • What are we really selling? • Are we doing what we said we would do? • Are we trustworthy? • In which ways are we under- promising and over-delivering? • Do we know what our customers think of us? • How accurate are our perceptions regarding how our customers rate us? Discover What The Customer Wants?? Deliver What You Promised + EXTRA Feedback / Measure    www.derekhendrikz.com
  • 7. • Database; • Target behavior; • Success of CRM Strategies; and • Data Mining. • Interaction with companies and partners. • Marketing; • Crisis Management; • Advertising. • This is all direct interaction with customers and includes Call Centre Management; Web / Online Services; and Customer / Client interaction. www.derekhendrikz.com
  • 9. Sample of a CRM Value Chain: Customer Portfolio Analysis Customer Intimacy Network Development Values Proposition Development Manage the Relationship Customer ProfitabilityPrimary Stages Support Activities And costs Product R&D, Technology, systems Development Human Resources Management General Administration www.derekhendrikz.com
  • 10. • It assumes that a business exist to create value for customers. • A chain of separate activities that add value to the CVP. • Two major categories... • Primary Activities that directly relate to core business. • Support Activities that supports core business. www.derekhendrikz.com
  • 11. Business Relationship Development (1) Prospect •What will we both get? •How much investment? •What adaptations? •What learning? •Trust? (2) Exploratory •Investment for time for learning & distance reduction •No routines or commitment. (3) Development •Intensive mutual learning. •Building trust through investment & informal adaptation. (4) Commitment •Routine & Institutionalisation. (5) Ultimate Patnership •Advocates for our cause. •Minimum maintenance. www.derekhendrikz.com
  • 21. 1. Lead from the front… 2. If you take the fame… you’ve gotta take the blame.. 3. DO NOT… Major in Minors… www.derekhendrikz.com
  • 22. 1. Apple (87b) 2. Microsoft (54b) 3. Coca Cola (50b) 4. IBM (48b) 5. Google (38b) 6. Mc Donald's (37b) 7. General Electric (33b) 8. Intel (32b) 9. BMW (26b) 10. Cisco (26b) www.derekhendrikz.com
  • 23. Copyright © 2011: Derek Hendrikz Consultingwww.derekhendrikz.com