1、2000 Prentice HallObjectives2000 Prentice HallDeterminants of Customer Delivered ValueImage valuePersonnel valueServices valueProduct valueTotalcustomervalueMonetary costTime costEnergy costPsychic costTotalcustomercostCustomerdeliveredvalue2000 Prentice HallSatisfaction is a persons feelings of ple
2、asure or disappointment resulting from comparing a products perceived performance(or outcome)in relation to his or her expectations.2000 Prentice HallResourcesOrganizationandaligning.High Performance BusinessProcessesBy improving critical business.Stake-holdersSet strategies to satisfy key.2000 Pren
3、tice HallMarginMarginThe Generic Value ChainPrimary ActivitiesSupportActivitiesProcurementServ-iceTechnology DevelopmentHuman resource managementFirm infrastructureInboundLogisticsOpera-tionsOut-boundLogisticsMarket-ingandsales2000 Prentice HallLevi Strauss Value-Delivery NetworkDeliverySears(Retail
4、)Levis(Apparel)OrderDeliveryOrderCustomerDeliveryDu Pont(Fibers)OrderDeliveryOrderMilliken(Fabric)2000 Prentice HallSatisfied Customers:2000 Prentice HallLevels of Relationship MarketingManycustomers/distributorsMediumnumber ofcustomers/distributorsFewcustomers/distributorsAccountableProactivePartne
5、rshipProactiveAccountableReactiveAccountableReactiveBasic orreactiveHighmarginMediummarginLowmargin2000 Prentice HallInactive orex-customersCustomer DevelopmentPartnersAdvocatesClientsRepeatcustomersFirst-timecustomersSuspectsProspectsDisqualifiedprospects2000 Prentice HallCustomer/Product Profitability AnalysisP1HighlyprofitableproductP2ProfitableproductP3LosingproductP4Mixed-bagproductProducts+Highprofitcustomer+-+-LosingcustomerC1C2C3Customers2000 Prentice HallThe Profit TriangleValue creationCompetitive advantageInternal operations2000 Prentice HallQuality#12000 Prentice HallReview
