Topic
Value proposition
About: Value proposition is a research topic. Over the lifetime, 3582 publications have been published within this topic receiving 88855 citations.
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Book•
28 Mar 2013TL;DR: In this paper, the authors present a review of the state-of-the-art CRM implementations in the public sector and highlight the importance of digital marketing and social media for strategic customer management.
Abstract: Part I. Introduction: 1. Strategic customer management Part II. Relationship Marketing: 2. Relationship marketing: development and key concepts Case study 2.1. Myspace - the rise and fall Case study 2.2. Placemakers - success factors in the building supplies sector 3. Customer value creation Case study 3.1. BT (British Telecommunications) - creating new customer value propositions Case study 3.2. Zurich Financial Services - building value propositions 4. Building relationships with multiple stakeholders Case study 4.1. AirAsia spreads its wings Case study 4.2. The City Car Club, Helsinki - driving sustainable car use 5. Relationships and technology: digital marketing and social media Case study 5.1. Hippo in India - using Twitter to manage the supply chain Case study 5.2. Blendtec - the 'will it blend' viral marketing initiative Part III. Customer Relationship Management: Key Processes: 6. Strategy development Case study 6.1. Tesco - the relationship strategy superstar Case study 6.2. Samsung - from low-cost producer to product leadership 7. Enterprise value creation Case study 7.1. Coca-Cola in China - bringing fizz to the Chinese beverages market Case study 7.2. Sydney Opera House - exploring value creation strategies 8. Multi-channel integration Case study 8.1. TNT - creating the perfect customer experience Case study 8.2. Guinness - delivering the 'Perfect Pint' 9. Information and technology management Case study 9.1. Royal Bank of Canada - building client service commitment Case study 9.2. The DVLA - innovating with CRM in the public sector 10. Performance assessment Case study 10.1. Sears - the service profit chain and the Kmart merger Case study 10.2. The Multinational Software Company - driving results with a metrics dashboard Part IV. Strategic Customer Management Implementation: 11. Organising for implementation Annex: the comprehensive CRM audit Case study 11.1. Nationwide Building Society fulfilling a CRM vision Case study 11.2. Mercedes-Benz - building strategic customer management capability Index.
65 citations
TL;DR: Factors that characterise the organisational application of remote monitoring technology (RMT) for servitised strategies and questions the understanding of outcome-based contracting are introduced.
Abstract: This paper introduces factors that characterise the organisational application of remote monitoring technology (RMT) for servitised strategies Factors were developed through in-depth case studies of four manufacturers operating in aerospace, industrial equipment, marine and transportation sector They suggest a very complex, multi-levelled, multifaceted and circular relationship between RMT and servitisation When unfolding this relationship we need to consider: the value proposition, nature of the product and its hierarchical position in the customer’s business, RMT functionality, type and amount of data required, and a number of other factors that either complement or constrain the use of RMT By providing the necessary lenses, the proposed factors can help in exploring this complexity One such exploration questions our understanding of outcome-based contracting
65 citations
Book•
24 May 2004
TL;DR: Lou Carbone as discussed by the authors shows how to engineer world-class customer experiences, one clue at a time, by drawing on the latest neuroscientific research to show how customers transform physical and emotional sensations into powerful perceptions of their business, perceptions that crystalize into attitudes that dictate everything from satisfaction to loyalty.
Abstract: Good, bad, or indifferent, every customer has anexperience with your company and the productsor services you provide. But few businesses reallymanage that customer experience... so they losethe chance to transform customers into lifetimecustomers.In this book, Lou Carbone shows exactly how toengineer world-class customer experiences, oneclue at a time.Carbone draws on the latest neuroscientificresearch to show how customers transformphysical and emotional sensations into powerfulperceptions of your business... perceptions thatcrystallize into attitudes that dictate everythingfrom satisfaction to loyalty.And he explains how to assess and audit existingcustomer experiences, design and implement newones... and "steward" them over time, to ensurethat they remain outstanding, no matter how yourcustomers change.Experience as a value proposition Building systems that reflect your customers'deepest needs and desiresThe mouse vs. the orange roof Why Disney succeeded and Howard Johnson'sfailedThe disciplines of experience management Experience assessment, auditing, designing,implementation, and moreExperience stewardship for the long term freshing your experiences to reflect changingneeds and desires Understand how your customers think and feel, and how they interact with your products and services Assess, audit, design, implement, and steward any customer experience Beyond Disney and Harley-Davidson: solutions for every industry, product, or serviceCustomer experience is your best opportunity for differentiation... often, your only opportunity.Clued In gives you the tools to craft an outstanding customer experience--no matter what yousell, or who you sell it to.Lou Carbone reveals the sensory building blocks of experience you're already delivering tocustomers, whether you know it or not. He shows how to re-craft these "clues" into a consistent,powerful experience that leads directly to customer preference... a preference that can help youdifferentiate practically anything.Carbone covers the entire process, hands-on: organizing your "experience design" team...evaluating the experience you're already delivering... designing manageable clues that connectwith customer desire... rolling out new experiences... and making customer experience bothsustainable and profitable.Your company needs to move from creating great products and services tocreating great experiences.
65 citations
TL;DR: It is argued that physically collocated travel advisory services can create a significant added value, if they succeed in uncovering customers’ hidden needs, heightening trust and relationship building in the advisory process and creating a better user experience.
Abstract: The Internet and electronic marketplaces have profoundly transformed the travel services industry and challenged the traditional value proposition of travel agencies: What is the reason for their existence if information is abundantly available and transactions can be flexibly conducted in direct buyer-seller interactions on the Internet? Traditional travel agencies are struggling to develop new value propositions which differentiate them against the Internet competition, largely based on expanding their reach through online subsidiaries. We present a reintermediation approach based on a novel way of IT-enabled travel advisory which integrates the advantages of interactive technologies and Internet channels with the advantages of direct customer interaction in the physical agency setting. In particular, we propose a reintermediation framework based on the integration of kernel theories from information seeking behavior, interactive value creation, relationship marketing and the design of hedonic information systems. We argue that physically collocated travel advisory services can create a significant added value, if they succeed in uncovering customers’ hidden needs, heightening trust and relationship building in the advisory process and creating a better user experience. Following the design science methodology we validate the proposed framework through the design, implementation and evaluation of a proof-of-concept prototype in a field experiment in a real-world travel agency.
65 citations
TL;DR: In this paper, the authors explain why the customer value construct is important to resource-based view (RBV) scholars and how one might define it to study it, and derive three research questions for studying how managers use the firm's resources to create customer value.
Abstract: Purpose – The paper aims to explain why the customer value construct is important to resource‐based view (RBV) scholars and how one might define it to study it.Design/methodology/approach – By a summary of the ideas behind the RBV and previously applied definitions of customer value, the paper explains why Woodruff's multidimensional definition of customer value is suited to studying customer value from a managerial perspective. To this end, it develops a framework and derives three research questions for studying how managers use the firm's resources to create customer value.Findings – It was found that to understand how managers invest in dynamic capabilities to create customer value one must identify how a firm's managers develop a shared understanding of their customers' values and the firm's capacity to deliver on them. This shared understanding will need to reflect customers' multidimensional values and what is most important to the firm.Practical implications – These phenomena are best studied qual...
64 citations