every process must build a loyal customer
TRANSCRIPT
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Every Process Must Build a Loyal Customer
BUSINESS ENTERPRISE MAPPING WHO. WHAT. WHEN.
72% of All Enterprise Problems
lay hidden in broken processes
72%
Behind Every Unhappy Customer
somewhere a process has failed
What is the purpose of a process?
?
The purpose of a process isto serve a loyal customer ethically
using minimum resources.
We serve our customer
by providing a compelling value proposition.
Customer Value Model
Process Effectivenessis the extent to which a process
achieves its purpose.
What does our
customer want?
How do we receive
feedback?
How do we measure?
What do we provide?
What is the gap?
Effectiveness Questions
How do we improve?
?
Customer Value Brings LoyaltyCustomer value is provided through the
outcomes customers experience
and the perceptions they form, not the tangible “things” they receive.
The Customer Value Model
The Customer Value Model is a set of critical criteria across four dimensions that captures
the customer’s perception of value.
Customer Value Model
OptionsDesirabilityPresentation
TransactionsDeliveryInquiryChange
Cost of OwnershipInvestmentFinance
ServiceTrustInvolvement
Options Desirability
Do we offer solutions that customers want?
Do we provide the right choices?
VarietyFunction
Do our solutions satisfy our
customers’ wants?
Presentation
C. V. M.
Do we offer our solutions the way that
customers want?
AppealPerformanceEase of UseQualityEffectivenessSafety
ExperienceFormInformationPackaging
Do we serve customers when they want to be served?
Change
C. V. M.
Transactions Delivery
Do we process transactions in a
timely way?
Do we deliver solutions when
customers want?
Inquiries
Do we respond timely to customer
inquiries?
Do we keep pace with changing
customer needs?
QuotingOrder ProcessingInvoicingFollow Up
Lead TimeOn TimeAvailabilityNotification
Response TimeTime to ResolveFrequencyAvailability
New SolutionsCustomer InitiativesCompetitor Initiatives
Cost of Ownership Investment Finance
Do we provide an attractive financial value?
C. V. M.
Do we provide solutions at an attractive total
cost?
Solution CostConsumptionAdministrativeDistribution
Do we invest in the customer relationship?
Do we offer an appealing financial
situation?
Value Added ExtrasResource CommitmentsFinancial InvestmentBonus Features
Profit ContributionCredit & TermsTransaction Risk
Customer Service Involvement Trust
Do customers prefer us?
C. V. M.
Do we provide desired customer
support?
CommunicationsProblem SolvingSolutions SupportConnections
Are we valuable partners to our
customers?
Do our customers trust us?
Time & ResourcesJoint InnovationStrategyLeadership
KnowledgeIntentionCapabilityCommitmentStability
Assessing Customer Value
Customer Requirements
1 - 5Importance to the Customer 1 - 5 1 - 5 1 - 5
How we Perform
The Performance Gaps
What this Means
Average
Description
Learnings Learnings Learnings Learnings
Below Average Above Average Average
Description Description Description
How our Competitor Performs Average Above Average Below Average Average
CONTACT
PROVIDE
WANTS
IMPORTANCE
GAPS
UNIQUEWhat can we do
that others can’t?
Where do we have contact with our customer?
To what extentare we importantto our customer?
What doesour customerwant from us?
Questions to Consider
DISAPPOINTPERCEPTION
To what extent dowe provide what the
customer wants?
How do we disappointour customer?
How canwe improve
our customer’sperception
us?
?Why do thesegaps exist?
Outcome
Learning what customers value and building value improvement into a process is the surest
way to build and maintain their loyalty.
Business Enterprise Mapping20645 N Pima Rd, Suite 230
Scottsdale AZ 85255480.515.9001
www.businessmapping.com
Thank you!