High Performance Business Set strategies to satisfy key. Stake- holders By improving Processes critical business. and aligning. Resources Organization
Resources Organization and aligning. High Performance Business Processes By improving critical business. Stakeholders Set strategies to satisfy key
Satisfied Customers: Are loyal longer Buy more (new products upgrades) 0 Spread favorable word-of-mouth Are more brand loyal (less price sensitive) 0 Offer feedback 0 Reduce transaction costs
Satisfied Customers: Are loyal longer Buy more (new products & upgrades) Spread favorable word-of-mouth Are more brand loyal (less price sensitive) Offer feedback Reduce transaction costs
Customer Development Suspects First-time Prospects Repeat Clients Advocates Partners customers customers Disqualified prospects Inactive or ex-customers
Inactive or ex-customers Customer Development Clients Advocates Partners Repeat customers First-time customers Suspects Prospects Disqualified prospects
Customer/Product Profitability Analysis Customers C2 C3 P + Highly P1 profitable r product d P2 + Profitable product P3 Losing product t P4 Mixed-bag product High profit Mixed-bag Losing customer customer customer
Customer/Product Profitability Analysis P1 Highly profitable product P2 Profitable product P3 Losing product P4 Mixed-bag product P r o d u c t s + + + High profit customer + - Mixed-bag customer + - - Losing customer C1 C2 C3 Customers
Objectives Corporate and division strategic planing 0 Business unit planning The marketing process Product level planning The marketing plan
Objectives Corporate and division strategic planing Business unit planning The marketing process Product level planning The marketing plan