The Service Profit Chain
Customer Lifecycle
Profitably Serving Customers
Followed by:
Part One – Linking the Customer Lifecycle and Business Logic
Part Two – Developing the Customer Value Package
Part Three – Developing Service Products to fill the Value Package
Part Four – Understanding Service Pricing Strategies
Part Five – Improving Margins through the Service Value Chain
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Service Product Profit Model - FULL
1. Customer Lifecycle and The Service-Profit Chain Walter Adamson June, 2003 Version C Contact: [email_address] Tel: +61 403 345 632
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3. The Service Profit Chain 1 Focus of This Presentation Connected through Value Employee Productivity Internal Performance Employee Loyalty When we have this ..... Employee Satisfaction Profit & Growth 1 Customer Loyalty Customer Satisfaction 1 Customer Value 1 Service Value 1 External Performance
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13. The Service Profit Chain 1 Focus of This Presentation Connected through Value Employee Productivity Internal Performance Employee Loyalty When we have this ..... Employee Satisfaction Profit & Growth 1 Customer Loyalty Customer Satisfaction 1 Customer Value 1 Service Value 1 External Performance
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22. Customer Value Customer Value Model Customer Value Package Business Logic and Strategy Customer Value has three major components
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60. Pricing Strategies Begin with costs and work towards selling price Begin with selling price and work towards costs Cost factors Price Customer Value Competition Cost-based Pricing Demand-based Pricing Combination Pricing Competition-based Pricing Begin with Competitors’ Pricing Above The Market Below The Market At The Market