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5 - Adding Value for Customers

Published online by Cambridge University Press:  05 December 2013

N. I. Fisher
N. I. Fisher
Affiliation:
ValueMetrics, Australia
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Summary

Do not pursue money. He who pursues money will never achieve it. Serve! If you serve as best you can, you will not be able to escape money.

Tomas Bata

The concept of “assets” is also changing. Profitability and growth today come from the skilful management of many assets, a great many of which are not reflected in the accountant’s view of the balance sheet, and are intangible. Customer relationships are the most crucial of these assets. The competition for customers and customer bases is becoming fierce. Management focus must shift towards management of this critical asset.

Richard Normann

CUSTOMER VALUE AND BUSINESS IMPACT

Why are you losing market share? Which competitors represent the biggest threats? Why are customers only purchasing once? Do you really understand the Value Proposition you are presenting to the market? Where should you focus effort to develop competitive advantage, and what sort of effort will it take?

This chapter shows you a way to respond to all of these questions. The bottom line is: if your customers perceive that they get more Value from your enterprise than from elsewhere, they’ll stay with you, and they’ll recommend you to others. That represents success in the marketplace.

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Chapter
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Analytics for Leaders
A Performance Measurement System for Business Success
 , pp. 41 - 60
Publisher: Cambridge University Press
Print publication year: 2013

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