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

Course Outline:

Day One

  • What is Customer Value?
  • WHY invest in Customer Value?
  • What is Customer Perceived Value?
  • Steps in a Customer Value Analysis
  • What is Loyalty?

Day Two

  • Measuring Satisfaction
  • What is Quality?
  • Maximizing Customer Lifetime Value
  • Estimating Lifetime Value
  • What is Customer Relationship Management?

Day Three

  • 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?

Day Four

  • What are the components of a CVM program?
  • The Rs of the CVS Cycle
  • Customer Analysis
  • Customer Acquisition Methods

Day Five

  • Determinants of Customer Retention and Customer Expansion
  • Customer Life Time Value (CLV)
  • Channels in Customer Value Management
  • Implementing Customer Value Management