【正文】 Customer Value Management November, 2022 From anywhere… to anyone Ja LeBlanc Director, Canada Post From anywhere… to anyone Introduction to Customer Value Management Presentation Objectives ?Define customer value management (CVM), ?Understand the difference between customer value and customer satisfaction, ?describe key CVM concepts and tools, and ?municate the importance of measuring quality in the eyes of your clients. From anywhere… to anyone Introduction to Customer Value Management WHY invest in CVM? Canada Post will be a world leader in providing innovative physical and electronic delivery solutions, creating value for our customers, employees and all Canadians From anywhere… to anyone Introduction to Customer Value Management What is Customer Value? Quality Price VALUE Source: Adapted from Customer Satisfaction in Practice by the American Productivity amp。 Quality Center, 1998 From anywhere… to anyone Introduction to Customer Value Management S u b a t t ri b u t e sS u b a t t ri b u t e sP rod u c tQ u a l i t yC u s t o m e rS e r v i c eM a r k e t i n gS a l e sO r de r Fu l f i l l m e n tO v e r a l lQ ua l i t yR e l a t i v e P ri c eC o m p e t i t i v e n e s sO v e r a l l V