Customer Value Management - cvm approach

By: Cvm  06-Dec-2011

The last few years have seen the advent of a cluster of powerful approaches for business management and leadership.

While some of these approaches have come through breakthroughs in analysis of business results coupled with new ways of improving business performance, others have only been made possible by the power of the new generation of networked computers.

Customer Value Management combines the best of these approaches into a unique set of modern business tools that deliver bottom line results.

Companies like AT&T and Federal Express have taken the early research work done by Buzzell and Gale in, "The PIMS Principles" and applied it in their industries. Brad Gale's recent landmark work, "Managing Customer Value" tells how Ray Kordupleski applied these techniques at AT&T. The combination of customer value analysis techniques along with economic value analysis allows targeted improvement of customer service where it will have the greatest business benefit.
The days of achieving business benefit from downsizing and corporate anorexia are over. Business and process improvement needs to be focussed on business growth and superior customer service. The availability of integrated information systems, means that it is easier than ever before to develop new products and services, and to improve processes. While traditional continuous improvement benchmarking techniques allow you to match your competitors when you implement new systems, business and process innovation prior to detailed design allows you to jump over the competition.
Its important to translate business goals into performance targets that mean something for individuals and work teams. The Golden Thread approach ensures that metrics used in work areas are linked back to business goals. Reporting systems ensure that data is turned into information and knowledge that drives the business.
Businesses run minute by minute rather than on a monthly cycle. Once made, measurement of service performance must be analysed and made available to people throughout a business. This allows them to manage and improve the business areas that they are accountable for. The availability of World Wide Web technology on the Internet means that businesses have a cost effective way of sharing information with all of their people. This technology within a company allows the creation of an internal web or Intranet, to give rapid access to performance information. The selection of the right combination of paper and electronic reporting ensures that information will be used correctly.

Other products and services from Cvm


Customer Value Management - cva consulting

Our workshops are designed to provide a process that allows clients to take the knowledge provided by the CVA research and econometric modelling, so that it becomes alive in their own business. Customer Value Management and its associates are able to undertake this work for clients or work with clients who prefer to undertake parts of this work themselves. Consulting to work with clients on the implementation of a Customer Value project.


Customer Value Management - cvm software

Microsoft Excel-based software application that helps you extract important strategic information from your customer value database. Models reveal optimal business scenarios by quickly testing tactical changes to the main drivers of value in your markets. Customer Value Predictor is designed to complement a Customer Value Added or Relative Customer Value measurement system. Customer Value Predictor is our principal software tool.


Customer Value Management - seminars workshops

These range from brief introductory seminars through to specialised sessions on topics such as Research Standards and Guidelines for Customer Value Added or Econometrics for Customer Value Added. Customer Value Management specialises in tailoring in-house seminars and workshops for the specific needs of individual clients.


Customer Value Management - masteringcvm ordering

By Ray Kordupleski with Janice Simpson is available by direct order from Customer Value Management Asia Pacific. Mastering Customer Value Management - The Art and Science of Creating Competitive Advantage. Purchases by Cheque or Corporate OrderOrders shipped within 24 hours of receipt of cheque. Credit Card PurchasesCredit card purchases can be made at our CVM Bookstore.


Customer Value Management - cva info

One of my greatest pleasures and rewards is being able to share the knowledge about Customer Value Management that I gathered over the years as Director of Customer Satisfaction at AT&T. So I am going to share with you what I've learned at AT&T and over the last few years, working with companies like Fletcher Challenge New Zealand, Nortel, Whirlpool, and Standard & Poors.