CAPABILITIES: PROGRAM MANAGEMENT SUPPORT: STRATEGY & PERFORMANCE PLANNING
Customer Value Management
Sabre SPECIALTY SERVICES' Customer Value Management (CVM) consultants will help you leverage customer value to drive your business performance. Organizations successfully employing a customer value management system know their customers. They also know their competitors’ customers. Effective customer value management allows organizations to assess which products and services their customers demand and need, and appropriately define their value proposition relative to their competitors.
Focus Areas:
Internal/External CVM Assessments
Competitive Analysis
CVM Technology Support Studies
Strategic CVM Business Plans
Organizational Alignment/ Staffing Requirements
Customer Relationship Management System
Implementation Plans/Staff Training
CVM Performance Tracking System
CVM Integrates a Range of Strategies that Allow your Organization to be More Valuable to your Current and Future Customers:
Implement innovative methodologies to manage customer transactions and engagements and improve the efficiency of customer service delivery.
Develop systematic ways to teach, encourage, and support your staff with consultative customer solution skills and techniques.
Add value to customers through a disciplined approach to listening to the marketplace and understanding their business better than the competition.
Improve your capability to strategically assemble enterprise-wide expertise and experience to empower each staff member to become more valuable and responsive to customers.
Maximize the future value of products and services by strategically directing research and development investment dollars to those areas generating the optimal value to your customers.
SBS’s Disciplined Process of Developing and Implementing Effective CVM Strategies Uses Proven, Commercial-Sector Tools and Techniques:
Internal CVM Review
Map of customer acquisition, service and delivery processes.
Employee perceptions of where and how they add customer value.
Organizational CVM alignment analysis.
External CVM Review
Customer perceptions of where and how your business processes and products/services add value.
Competitive and “best CVM practices” analysis
CVM Information Systems Review
Market research systems.
Customer relationship and performance management systems.
Review Consolidated Findings
Identify major business processes and products/services valued highest by customers.
Present gaps between employee and customer value perceptions.
Identify strategic market segments and competitive positioning of your products/services.
Create Strategic Options
SBS Facilitated Planning Sessions
Develop and prioritize customer value improvement opportunities.
Assess Return on Investment (ROI) and risks of strategic CVM options.
Establish integrated customer value management plan.
