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Customer Value , Diffrent Customer service elements , Advantages of Customer retention, Diffrences between
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  • MANAGING INTERNATIONAL SUPPLY CHAIN MANAGMENT
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  • MANAGING INTERNATIONAL SUPPLY CHAIN MANAGMENT

Customer Value , Diffrent Customer service elements , Advantages of Customer retention, Diffrences between

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  • May 7, 2022
  • 49
  • 2021/2022
  • Presentation
  • Unknown

Subjects

  • customer value
  • diffrences between
  • diffrent customer service elements
  • advantages of customer retention

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  • MANAGING INTERNATIONAL SUPPLY CHAIN MANAGMENT
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Customer value is defined as:
the way the customer perceives the
entire company’s offerings, including
products, services & other intangibles

Customer value dimensions:
 Conformance to requirements
 Product selection
 Price and brand
 Value-added services
 Relationships & experience
ITC M10:U3:3.2-1

, Action Point 3.2-1


Your stakeholders and value

Think about your own company. Identify the key stakeholders and think
about how your different stakeholders measure value.




How do you satisfy the different stakeholders in your organisation?




ITC M10:U3:3.2-2

, Measures of Customer Value
Customer value is determined by the
customer‘s perception. It is measured by:


 Service levels

 Customer satisfaction & loyalty

 Supply chain performance

ITC M10:U3:3.2-3

, Measuring what your customers value…
Customers’
requirements
Level 5

4 Gap
Gap
3

2 Your offer

1


Features
On-time
delivery

Range of



Speed to
models



develop new
models



service


Quality
After-sales



(25) (20) (10) (15) (30) Weighting %

ITC M10:U3:3.2-4

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