Customer Value Management (CVM)

What is CVM?

CVM is a business improvement approach which focuses on identifying factors which can aid customer retention, improve satisfaction and / or increase market share. A typical CVM engagement delivers the following:

Identification of desirable customer interactions as defined by       customers themselves including the organization’s present, past and    non-customers
Performance benchmarked against competitors and “best of breed”    organizations
Definition of business capabilities required to deliver “desirable”    customer outcomes
Rational prioritization of investments and business case to deliver    required business capabilities
Post Assessment sustenance consulting and improvement services
Immediately actionable business improvement plans

What are the Benefits of CVM?

CVM allows organizations to reduce the risk in investing in capabilities which are required or wanted by the market. This is achieved through a fundamental change in approach to business improvement. Instead of internally asking

“Where do We want to be and how do we get there?”

the focus changes to

“Where do Our Customers want us to be and how do we get there?”

CVM benefits organizations through identification of segmented customers’ needs and actionable infrastructure improvements required to:

Meet basic customer needs (reduce current customer attrition; retain    existing customers)
Differentiate their offering by delivering “true value" as defined by    customers themselves.

Typical benefits achieved through CVM:

Customer retention, satisfaction, market share and loyalty
Customer service improvement
Business and service visioning
Market segmentation and strategy
Pursuit of best practice
Benchmarking performance against competitors and Best of Breed    organizations
Reengineering and incremental/continuous improvement *
Introduction of a totally new product or service
Plans to use new technologies (e.g. kiosk)
Direct marketing and call centre initiatives
Business case requiring a compelling argument for justification
Large scale application delivery (development or package    implementation).

Where does CVM fit in with SQC’s other services?

CVM Engagements can be conducted as:

A standalone engagement
Part of a Business Transformation engagement
Part of an IT Strategy engagement
Part of an IT Architecture engagement
Part of an Applications Solutions Consulting engagement.