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
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
