Gautam Mahajan: Customer Value Creation

Tabulating Customer Value Data in a Usable Manner

When we get data back from the market place, we conduct the analysis and then put it into a format that is easy to see. This format is called a competitive profile. Below is a study and...

Customer Value: The Meaning of Data and How to Use It

So far we have learnt how to make attribute trees, and how the market research data or desk study data (which we call scores) can be obtained. Further, we understood this data is shown as a ratio,...

Measuring Value (Customer Value Added)

In the last post we learnt that to understand Customer Value, we have to build a customer’s Waterfall of Needs and attribute trees to illustrate the components of Customer Value. We also found that each value item...

Components of Customer Value: How to Build a Waterfall of Needs and Attribute Trees

An easy way to understand Customer Value is to build an attribute tree to illustrate the components of Customer Value. Customer Value normally breaks up into Benefits (or utility) and the Cost. The benefits the Customer derives from the product, the service, the image...

What is Customer Value and How Can You Create It?

Value has many different meanings. To some Value means price (what is the value of this car?) to others it means benefit (the value I got from this car). It also means the worth of something. That...

The One Way Send: Receive is Only for Payments!

Have you noticed when dealing with companies, especially through the e-media, the company can get in touch with you? They contact you when they wish to. But when you try to get in touch with them, you...

8 Myths About Customer Value

Here are some common ideas posted in blogs, and what is factually correct 1. Satisfaction is the reason why people buy.People buy because a product or a service is worthwhile to them versus competitive products or services. ...

How Customer Value Management Increases Both Customer and Company Value

There is has been much talk about giving away too much to the Customer to the detriment of the Company. Companies should be Customer-centric but not too Customer-centric. Critics of Customer Value Creation think of Customer Value people as naïve and...

Are Companies Loyal?

I came across a cartoon at Economic Times, which showed two executives speaking and one saying: It’s no more about employee loyalty… try winning company’s loyalty… It got me thinking. Should a company...

A Step in Value Creation Implementation: The Customer Department

Value Creation is all about how it impacts CEO thinking on short term vs long term, and how he can add value to customers, employees, and build the Value Creation principles in departments in the company. We...

Creating Value for Suppliers is Good for Business

As Customer advocates we tend to see the Customers viewpoint. We want the supplier to understand and pander to the Customer, and provide Customer delight! But do we ever consider how Customers treat suppliers? Suppliers (whether they...

Are Customer Value Management (CVM) and Customer Experience Management (CXM) Different? Are Their Metrics...

CVM focuses on creating value for customers. To do so, one must understand what customers value. What is important to them? Why do they buy from one company versus another? What is important in the buying decision?...

New Posts