Customer Value Management
CVM is a measure of a company’s customers’ view of the perceived value for money delivered relative to that of their competitors’ customers. It is sometimes known as a Customer Value Added (CVA) approach.
At the end of this workshop, participants should be able to:
- Define Customer Value Management (CVM)
- Understand the difference between Customer Value and Customer Satisfaction
- Describe key CVM concepts and tools
- Communicate the importance of measuring quality in the eyes of your clients
- What is Customer Value?
- WHY invest in Customer Value?
- What is Customer Perceived Value?
- Steps in a Customer Value Analysis
- What is Loyalty?
- Measuring Satisfaction
- What is Quality?
- Maximizing Customer Lifetime Value
- Estimating Lifetime Value
- What is Customer Relationship Management?
- Customer Retention
- What is Customer Value Management (CVM)?
- Why use Customer Value Management (CVM)?
- How is Customer Value Management (CVM) measured and calculated?
- What is a typical CVM solution?
- What are the components of a CVM program?
- The Rs of the CVS Cycle
- Customer Analysis
- Customer Acquisition Methods
- Determinants of Customer Retention and Customer Expansion
- Customer Life Time Value (CLV)
- Channels in Customer Value Management
- Implementing Customer Value Management