Customer Value Management
What will I learn?
An integrated approach to CVM. Practical CVM throughout the organisation. How to improve the quality and profitability of your business, using customer value management; presented in a relevant and lively workshop for people in B2B Product and Service markets and applied to industry conditions and situations.
A detailed exploration and examination of customer value management concepts, tools and models:
Who is the customer?- Targeting customer segments
- Measuring customer satisfaction
- Beyond customer satisfaction: delighting the customer
- Setting the competitive standard
- Customer classification and prioritisation
- Customer Value Management models
- Choosing the right CVM model
- Channel, e-business and beyond CVM Dynamics
- Enlightened e-business strategies