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1、The past five years,On the“Sell Side”,100%Customer Satisfaction The Road to RuinAcceleration of Marketing CyclesEnd of Richness vs.Reach,Integrated View of the Customer AlmostDecreasing SchizophreniaMulti-Channel Coordination,Self Service Catches-onField Service Goes DigitalSolution Management Raise
2、s the Bar,Customer Service,Sales,Marketing,Sell Side Innovations,On the“Buy Side”,Buy Side Innovations,Real-time,web enabled processes Extended trading networks and e-Marketplaces,N-tier collaborationPartnerships with trading partnersFocus on total supply chain and assets,Managed product portfolioDy
3、namic pricing and tailored service levels,Customization,Colaboration,Connectivity,Cost,Consolidation,Consistency,On the“Inside”,Inside Innovations,ERP SystemsFinancial,HR,Mfg and other processes Enterprise data standards,Integrated systems for running the businessGlobal view of operational informati
4、on,Eliminated duplicate systems,However,these disciplines have optimized within their areas leaving much value unrealized,Sales,Marketing and Service,HR,Finance,etc.,Supply Chain,Sell Side,Buy Side,Customers,Suppliers,Inside,Further,the internet and globalization raise overall customer expectations
5、faster than companies can respond,Customer Expectations/Requirements,Supply-Chain Cost to Serve(per Customer),“100%”Overall Customer Satisfaction an Elusive and Costly Goal,Even though e-Collaboration Reduces Cost to Serve.,Source:Deloitte Research,e-Collaboration Is Not Enough,.Customer Expectation
6、s and Requirements Will Keep Rising,The next level of competitive excellencewill be throughDigital Loyalty Networks,The Next Frontier,In Digital Loyalty Networks the Enterprise Optimizes True Customer Value.,Enterprise Optimizes True Customer Value,To test our hypothesis,we compared company performa
7、nce vs.their Loyalty Networking characteristics,How we did the study850 Senior Executives 35 CountriesGlobal manufacturers-top 25%of salesClassifications based on company reported activities,Companies fell into four categories,Low High,Low High,Customer Loyalty,Supply Chain Collaboration,Market Take
8、rs,Loyalty Networkers,Collaborators,Loyalists,Loyalty Networkers outperform others on all key metrics,PROFITABILITY,Average Profit Level(Market Takers=100),50,100,150,MarketTakers,Collaborators,Loyalists,Loyalty Networkers,Loyalty Networkers outperform others on all key metrics,BUSINESS PERFORMANCE,
9、5%,10%,15%,20%,25%,30%,Workforce Loyalty/Retention,Return on Assets(Pretax),Market Share of Primary Products in Target Markets,Sales Growth,Percentage of Companies with Exceptional Performance on Goals,Loyalty Networkers,Loyalists,Collaborators,Market Takers,0%,Loyalty Networkers outperform others o
10、n all key metrics,BUSINESS PERFORMANCE,Percentage of Companies with Exceptional Performance on Goals,Loyalty Networkers,Loyalists,Collaborators,Market Takers,0%,5%,10%,15%,20%,25%,30%,35%,Understanding of Foreign Markets/Customer Needs,Superior Pre-Sales Service Capabilities,Responsive After-Sales S
11、ervice,Overall Customer Satisfaction,Quality of Customer Relationships,What is happening here?,Loyalty Networks leverage better information on Customer Value,Understanding of“True”Customer Value,Getting to“True”Customer Value,Use customer value as driving management metricIncorporate supply chain co
12、sts into customer valueCommon PracticeLoyalty Networks“Standard”Margins“Real”MarginsLimited Supply Chain visibilitySupply Chain used to get build loyalty with high value customers,Loyalty Networks Optimize Supply Chain to Maximize Customer Value,Supply Chain optimized based on Customer Value,Supply
13、Chains will manage value,Aim for flawless execution for most valuable customersDo we need to Package/Ship/keep inventory at the same levels for all customers?Dynamic capacity planning incorporating customer prioritiesMachine AvailabilityWarehousingDistributionCurrentLoyalty NetworksAll orders create
14、d equalDifferentiate based on customerVolumes drive design Value drives design,What to do on Wednesday Morning,Analyze Loyalty Networks in three areas StrategyOperationsMindsetCreate a roadmap of bite size accomplishmentsCreate a Loyalty Network Roadmap based on weak links in the three areas.Compare value created by horizontal integration to the next vertical project.Get results quickly based on a strategic framework,
