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