Professional Documents
Culture Documents
Favour V1 if V1/v2>1
Indifferent if V1=V2
Steps in Customer Value Analysis
1. Identify major attributes and benefits that customers
value
2. Assess the qualitative importance of different attributes
and benefits
3. Assess the companys and competitors performances on
the different customer values against rated importance
4. Examine ratings of specific segments
5. Monitor customer values over time
Delivering High Customer Value
The Customer value proposition consists of the
whole cluster of benefits the company promises
to deliver, it is more than the core positioning of
the offering.
Dissatisfied/satisfied/Delighted
Expectations high/low
Tracking Customer Satisfaction
Companies can monitor the customer loss rate
and contact customers who have stopped buying
and learn why this happened.