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You have already reduced Customer Value if you need Service Recovery

Customer Think

The mind set of creating customer value is to have no problems whatsoever. Get a chief problem solver who understands what customers want, collates customer complaints and comments, and then sets a course of action to make this happen. Make service a profit centre. Advertisement. You can subscribe via RSS 2.0

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The Future of SAM – Revisited

Strategic Account Management Association

This blog post is based on a keynote presentation from the 2021 SAMA Annual Conference. Panelists’ remarks have been paraphrased for this blog post. . Adjust notion of stakeholder value. Organizations are redefining value. This requires SAMs to shift how they create and define value. The future is now.

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The Hidden Costs of Cutting Customer Experience: Diminishing Lifetime Customer Value

Customer Think

In today’s highly competitive business landscape, many companies are focused on cutting costs to improve profitability. While cost optimization is important, businesses must be careful when it comes to customer experience (CX), as it can have a significant impact on the lifetime value of customers.

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Value Centers

Customer Think

Value Centers are what were traditionally thought of as cost centers. Later we tried to make these profit centers. They really need to be value centers. Some companies have tried to convert these into profit centers. This then converts service users into advocates of the company, increasing its sales, and thereby profits.

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Value and Relevance: Display Customer Relevance

Customer Think

So much is written about value and about customers, and customer value. Likewise, money is spent on creating value. A given percentage of corporate profits has to be spent on CSR. Most CSR spending is not relevant to creating value for the company, other than as a […].

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Customer Value Management: The Ultimate Guide

SmartKarrot

The last decade saw the birth and rise of markets, management, and hunger of customers. One recent addition to that list is the growth of customer value management (CVM) which hasn’t taken any backseats over the years. What is Customer Value Management? How is Customer Value Management measured and calculated?

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THE 10-K FILING: THE MOST IMPORTANT DOCUMENT THAT SAMS NEVER READ

Strategic Account Management Association

For the CXO, they care about three categories of value: value to their customers, value to their firm and value to themselves. “So, So, Jacques, how do You define value?”. Both the CXO and salesperson will have their own definitions of value. Beware: This is not a one-size-fits-all exercise.