|
Analysis and Planning |
30 |
27 |
Some destroying of value |
|
Overall customer management planning
|
28 |
25 |
Some destroying of value |
|
Planning for customer acquisition
|
27 |
18 |
Value being destroyed |
|
Planning for customer retention
|
30 |
35 |
Created |
|
Planning for customer development
|
24 |
25 |
No real change |
|
Understanding competition |
49 |
41 |
Value being destroyed |
|
Knowledge management |
23 |
16 |
Value being destroyed |
|
The Proposition |
30 |
27 |
Some destroying of value |
|
Developing the proposition |
33 |
30 |
Some destroying of value |
|
Communicating the proposition
|
33 |
29 |
Value being destroyed |
|
People and Organization |
40 |
39 |
No real change |
|
Creating the organization |
43 |
38 |
Value being destroyed |
|
Managing your people |
40 |
38 |
Some destroying of value |
|
Managing suppliers |
38 |
40 |
Some creation of value |
|
Information and Technology |
40 |
35 |
Value being destroyed |
|
Acquiring customer information
|
49 |
43 |
Value being destroyed |
|
Managing customer information
|
32 |
28 |
Value being destroyed |
|
Current system functions |
32 |
36 |
Created |
|
Developing new systems |
52 |
38 |
Value being destroyed |
|
Process Management |
30 |
31 |
No real change |
|
Ongoing process management |
32 |
29 |
Some destroying of value |
|
Process improvement |
32 |
35 |
Some creation of value |
|
Customer Management Activity |
33 |
32 |
No real change |
|
Targeting |
30 |
30 |
No real change |
|
Enquiry management |
40 |
40 |
No real change |
|
Welcoming |
29 |
30 |
No real change |
|
Getting to know/healthcheck |
25 |
21 |
Value being destroyed |
|
Ongoing management |
28 |
30 |
Some creation of value |
|
Managing dissatisfaction |
42 |
40 |
Some destroying of value |
|
Winback |
21 |
9 |
Value being destroyed |
|
Measuring the Effect |
35 |
36 |
No real change |
|
Measuring customer management overall
|
31 |
30 |
No real change |
|
Measuring the effect of campaigns
|
37 |
35 |
Some destroying of value |
|
Measuring the effect of channels
|
37 |
39 |
Some creation of value |
|
Measuring the effect of individuals
|
37 |
39 |
Some creation of value |
|
The Customer Experience |
|
|
|
|
Understanding satisfaction and loyalty
|
34 |
25 |
Value being destroyed |
|
Experiencing what customers experience
|
27 |
26 |
No real change |
|
Using benchmarks |
33 |
34 |
No real change |
|
Comment index and
criteria |
Occurs when...
|
|
Some destroying of value |
when >1% and <4% less in current period than
last |
|
Some creation of value |
when >1% and <4% more in current period than
last |
|
Value being destroyed |
when performance is 4% or more worse than last
year |
|
Value being created |
when performance is 4% or more better than last
year |
|
No real change |
When two periods are within 1% of each other either way |
Sections
Syndication
