bsc客戶管理流程(編輯修改稿)
2025-02-26 21:14 本頁面
【文章內(nèi)容簡介】 測量指標(biāo) ? 每客戶使用產(chǎn)品數(shù) ? 高于入門產(chǎn)品之商品所產(chǎn)生之利潤 ? 共同發(fā)展服務(wù)協(xié)議之?dāng)?shù)量 ? 售后服務(wù)產(chǎn)生之收入 /利潤 ? 可提供附加價(jià)值服務(wù)之?dāng)?shù)量 ? 單一來源合約數(shù)量 ? 利益共享協(xié)議數(shù)量 ? 利益共享協(xié)議帶來的收入 ? 花在客戶身上的時(shí)間 目標(biāo) Crosssell customers Solution selling 與客戶 建立伙伴關(guān)系 CMAChina管理會計(jì) Slide 122 1 Customer Value Proposition Figure 43 Case Marine Engineering Selection Acquisition Retention Growth Internal Perspective Customer Perspective Financial Perspective Lower LifeCycle Product Cost $/bbl Seamless Professional Management Shared Goals and Rewards Image of a Systems Integrator Product Attributes Relationships Image Increase Shareholder Value Revenue from Integrated Products Improve Productivity Increase customer value Build the Franchise Focus Only on Strategic Accounts Educate Strategic Accounts on GainSharing Partnership Create “Sole Source” Partnerships Create Integrated Management System Objective Measure ? strategic accounts ? nobid decisions ? Proposal success rate ? % revenue from sole source contracts ? New management system availability CMAChina管理會計(jì) Slide 123 1 Customer Value Proposition Figure 44 Case ： Metro Bank Selection Acquisition Retention Growth Internal Perspective Customer Perspective Financial Perspective Provide Tailored Financial Solutions ValuePriced Knowledgeable Solutions Trusted Adviser Product / Service Attributes Relationships Image Increase Shareholder Value Grow Nonlending Ine Improve Productivity Increase customer value Build the Franchise Identify, Upgrade, or Exit Unprofitable Accounts Grow and Retain Highvalue Customers (HVC) Provide Premium Service to Retain HVCs Broaden the Relationship with HVCs Objective Measure ? % unprofitable customers ? HVC leads (campaign response rate) ? Lead conversion rate ? HVC request fulfillment time ? top 10 customer identified issues resolved ? Hours spent with HVCs ? % HVCs with 3 products Grow Lending Ine Superior Customer Service CMAChina管理會計(jì) Slide 124 1 Customer Value Proposition Figure 45 Case ： Acme Chemicals Selection* Acquisition* Retention* Growth* Internal Perspective Customer Perspective Financial Perspective Competitive Product Portfolio Negotiated Value Pricing WinWin Partnership Product / Service Attributes Relationships Increase Shareholder Value Revenue from New Products and Customers Improve Productivity Increase Customer Value Build the Franchise Understand Market Segments BestinClass Franchise / Distribution Teams Excel at Customer Interaction Seamless Integration with Customers Value Chain Objective Measure ? Market share ? Customer profitability ? Distribution report card ? Distributor satisfaction ? Customer report card ? projects involving chemical and pharmaceutical expertise Increase Revenue per Customer LeadingEdge Services Improve Sales Productivity CMAChina管理會計(jì) Slide 125 1 與客戶構(gòu)面 之連結(jié) 客戶價(jià)值主張 品牌形象 客戶關(guān)系 選擇客戶 保有客戶 獲得客戶 客戶成長 CMAChina管理會計(jì) Slide 126 1 Cases Selection Acquisition Retention Growth Marine Engineer 目標(biāo)客戶 ：想要和供應(yīng)者建立
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