What is customer value management and what is its scope ?please ans in detail about it
The goal of customer value management
The goal of customer value management (CVM) is to deliver optimal value to customers -- to align business metrics, improvement programs, capabilities, processes, organization and infrastructure with customer-defined value. In other words, to create the kind of business that can deliver to customers exactly what they want.
In this briefing, we introduce you to the definition and key concepts of CVM. We show you how to justify the CVM approach, how to design a CVM process -- including the main steps in the process -- and how to implement CVM. We explore the concept of customer value analysis and look at sources of CVM information. We suggest when you should use CVM and how to get started.
We think this briefing will be of particular value to CEOs and other senior managers who wish to:
Attract loyal customers and attain growth by competing on customer value.
Put into operation a customer-focused vis ...more