How to understand customer value

Question 1: the meaning of customer value; It is the benefit that suppliers can bring to customers because they participate in their production and business activities in some way, that is, the difference between the benefits that customers get by buying goods and the costs that customers spend (purchase cost and post-purchase cost). Enterprises can examine customer value from three angles: potential customer value, perceived value and actually realized customer value. Three factors of customer satisfaction: first, goods, first in front of customers, let them choose; The second is the corporate image (that is, the brand image). In order to compete, an enterprise must first win the appreciation of customers. In other words, if every enterprise wants to win the shock of customers and establish a competitive customer demand body, it must first strive to cultivate a product that customers can trust; Third, it is the quality of service, winning customers with distinctive services, among which polite service is the most important, but not the most important. It is very important to know customers' hobbies, psychological tendencies and language habits. Only in this way can we attract customers' attention to your products.

Question 2: How to understand the concept of customer value put forward by KPI? Isn't that easy to understand? What compensation don't understand?

Even within the enterprise, it always reflects the customer value, and even regards the cooperative department as the customer of its own department. Only in this way can the customer-oriented business philosophy be carried out to the end.

Question 3: How to understand the meaning of customer relationship management is for reference only.

Customer management is the abbreviation of customer relationship management. The main meaning of customer relationship management is a means to improve customer satisfaction through in-depth analysis of customer details, thus improving the competitiveness of enterprises. Customer relationship refers to the collection of information around the occurrence and development of customer life cycle. The core of customer relationship management is customer value management. Through the principle of one-to-one marketing, we can meet the individual needs of customers with different values, improve customer loyalty and retention rate, realize the continuous contribution of customer value, and thus comprehensively enhance the profitability of enterprises.

Customer relationship management (CRM) was originally a management concept, which originated from western marketing theory, produced and developed in the United States. Its core idea is to regard customers (including end customers, distributors and partners) as the most important enterprise resources, to meet customers' needs through perfect customer service and in-depth customer analysis, and to ensure the realization of customers' lifelong value. Customer relationship management (CRM) is a new management mechanism aimed at improving the relationship between enterprises and customers. It is implemented in the marketing, sales, service, technical support and other customer-related fields of enterprises, which requires enterprises to shift from the "product-centered" model to the "customer-centered" model, that is, the focus of enterprises should shift from internal operations to customer relations. Customer relationship management (CRM) is also a kind of management software and technology, which closely combines best business practices with information technologies such as data mining, data warehouse, one-to-one marketing and sales automation, and provides business automation solutions for enterprises in the fields of sales, customer service and decision support, so that enterprises can have a customer-oriented frontier based on e-commerce, thus successfully realizing the transformation from traditional enterprise model to modern enterprise model based on e-commerce. On the one hand, the goal of CRM is to attract and retain more customers by providing faster and more thoughtful quality services; On the other hand, through the comprehensive management of business processes, reduce the cost of enterprises. A well-designed CRM solution can help enterprises expand new revenue sources and improve communication with existing customers. According to the statistics of the international CRM forum, the global successful CRM implementation can bring 6% market share growth to the corresponding enterprises every year; The basic service charge is increased by 9% ~10%; And it is twice the development speed of enterprises with low service level.

Question 4: How to create value for your customers? This is a common classic problem, especially for enterprises or enterprise managers, and it is often talked about and sometimes fooled. In fact, there are not many clear-headed and clear-headed managers. Business pursues the maximum profit with the shortest time and the least cost, so everyone is tired, but you, the customer of God, are still not satisfied. . I recently read AlexanderOsterwalder's "New Code of Business Model" and re-understood the value proposition. This article should be regarded as reflection, not Amon's own innovation. The so-called value proposition is used to describe a series of products and services that create value for specific customer segments, solve customer troubles or meet customer needs. Value can be innovative, manifested as a brand-new product or service, or it can be similar to the products or services in the existing market, but with added functions and features. Value can be quantitative, such as price and service speed, or qualitative, such as design and customer experience. If our products or services can achieve the following objectives, it will help us create value for our customers. (1) novelty; Sometimes our understanding of advanced novelty is not very accurate. We always try to invent or create some products or functions or services that have never appeared before. In fact, this is extremely difficult. Ironically, after several years of research, we finally released a new product, but you sadly found that other places are already full of similar products. By novelty, I understand that if you can meet the brand-new needs that customers have never felt or experienced, that is superiority. If you can make customers happier, more convenient, improve efficiency and save costs, it will be very good, so freshness is not always related to technology. (2) high performance; Improving the performance of products and services is a common method to create value in the traditional sense. But to be honest, sometimes performance is a conspiracy, such as Moore's Law in the PC industry. That's awesome enough You finally bought a PC with hard-earned money, but in less than a year, they said "OUT" and needed to be updated. The speed is getting faster and faster, the disk space is getting bigger and bigger, the application software is getting more and more complicated and takes up space, and the poor human beings are getting more and more stupid. I also think that although the performance is rising, it has not contributed to the corresponding increase in user demand. (3) Customizable; Customize products and services to meet the specific needs of individual customers or customer groups, thus creating value. This is the direction that China Software should think deeply and work hard. I have always thought that it is a very good idea to involve customers in production and customization. In the old society, we could treat our customers as fools, but in the new society and new era, we should make our customers smart and active, and let them really experience the feeling of being masters of their own house in the cool customization and production process. (4) Good design and good user experience; Needless to say, take a look at Apple's series of products. But China really lacks talents or this idea. (7) risk suppression; When customers buy products and services, helping customers contain risks can also create customer value. (8) brand/status; Customers can find value by using and displaying specific brands. This is well done abroad, such as Rolex, Montblanc, Mercedes-Benz, BMW, LV, GUCCI and so on. However, China people use it most widely, thoroughly and excessively, such as "cousins" and "uncles". (9) accessibility; Providing products and services to previously inaccessible customers is another way to create value. This may be the result of business model innovation, new technology or both. (10) convenience/availability. Making things more convenient or easier to use can create considerable value. If a software needs several days of training before customers can use it, then it is a failed product. Products are to provide convenience for customers, improve efficiency, and simplicity is always the first goal pursued by products. Although it is a feeling after reading, in fact, there are many opinions and languages that Amon personally plays around. If it is wrong, laugh it off and don't worry.

Question 5: How to understand the connotation of customer value? How to effectively implement customer relationship management 10 points customer value includes three aspects, one is the value of customers to enterprises, that is, customer value effect. The second is the value that the enterprise delivers to customers, that is, the delivery of customer value. The third is the customer's values, that is, what is the significance, importance and necessity in the customer's view, that is, the customer's value expectation.

The effective implementation of customer relationship management in small and medium-sized enterprises depends on online CRM software. Through the implementation of CRM, we can first protect the integrity of data, reduce the loss of customers and standardize the business processes of enterprises. In addition, managers can know the business data of enterprises in time and bid farewell to scattered data and information as the basis for decision-making. Finally, it can effectively improve the efficiency of teamwork and build an efficient and flexible multi-functional platform.

If you are interested, you can learn about Baihui CRM, and the customer service will show you how to effectively implement customer relationship management in various application fields.

Question 6: How to understand the management significance of customer lifetime value?

Refers to the value that a customer can bring.

Understanding the meaning of this word is related to other concepts, mainly "focus marketing" and "customer loyalty"

If an enterprise wants to truly understand its customers, it is necessary to systematically analyze customer value-that is, who brings the most profits to the enterprise, evaluate the lifelong value of customers, and carry out market activities to establish customer loyalty.

Focus marketing is to find the most valuable customers, not only to explore the individual value of customers, but also to explore the lifelong value of customers. Because for traditional marketers, the value of a customer is often judged according to the purchase behavior of a single customer. Customers buy more, the value is high, and buy less, it is worthless. However, focus marketing is not so short-sighted. Focus marketing grasps the overall contribution provided by the same customer in his life, which is called "customer value"

Question 7: How to understand Zhang Ruimin's statement that the customer is always right? This is a value judgment based on the customer concept, rather than a logical judgment on whether the customer's behavior is correct or not. Moreover, this sentence was not said by Zhang Ruimin, but should be an extension of the concept of customer in the Wal-Mart employee handbook: First, customers are never wrong; Second, if the customer is wrong, please refer to the first one.

Question 8: How to understand customer demand orientation and create value for customers? Only when customer needs are met can they be profitable; Only by creating value for customers can you make a profit, which is a win-win situation.

Question 9: How do customers understand the next order? The next process is the customer.

Customer awareness-a commercial company is only an organization that transforms various values, and the transformed value can only be realized through the purchase behavior of customers. No matter the accumulated experience of enterprises or the products painstakingly developed, they are worthless if they are not recognized by customers. The company can survive and develop, employees can get labor remuneration and achieve their careers, which are all given by customers. "Customers are the real parents!" Employees should be grateful, serve customers or sell products to customers, and use this as a driving force to improve their professional skills and sense of responsibility in order to better repay customers.

In addition, here we focus on the internal customer problems that are easily overlooked. Before talking about customers, our idea has always been that only enterprises or individuals who have purchased our services or products are customers. Due to the above ideas, many problems of internal cooperation have been caused, such as procrastination, rude attitude, poor sense of responsibility and so on.

According to the strict definition of customer, its scope should include: consumers, B2B, channels, distributors and franchisees, and internal customers.

Internal customers are defined as individuals or business departments within the enterprise who need your products or services to achieve their business goals. This is usually the most easily overlooked customer in the enterprise, and it is also the most long-term profitable (potential) customer.

For example, if you work in the sales department, when you need to bid, you need the cooperation of the engineering department. At this time, you become a customer of the engineering department. When you need to travel to book a plane ticket, you become a customer of the office. Within the company, everyone will be a customer at different times.

Since you emphasize the sense of service to customers, internal customers should naturally be treated according to the same standards, and your value is also reflected in the process of being an internal customer.

Therefore, in our daily work, we should treat our internal customers with the same standards. The establishment of this attitude will smoothly solve the problems of internal cooperation, team formation and smooth operation.