9.00

INTRODUCTION
Welcome
Introduction
Agenda
Workshop-purpose, objectives & outcomes

9.02

CUSTOMER VALUE RATING EXERCISE
Competitive assessment

9.05

CUSTOMER VALUE AND SHAREHOLDER VALUE
How does CVA (Customer Value Added) relate to Economic Value Added and People Value Added ?
What link is between customer satisfaction and shareholder satisfaction ?
What CVA is and how to measure it
Enhancing Shareholder Value Through Customer Value

9.30

CAPTURING CUSTOMER VALUE DATA
How to capture customer satisfaction data required to establish the CVA/EVA connection in your business
How to design and manage effective surveys
Types of approaches that work for obtaining actionable information from your customers and the competitor’s customers
The methods for determining the customers’ hierarchy of needs and the relative importance of each customer’s needs

10.00

MORNING COFFEE

10.15

CUSTOMER VALUE LABORATORY
Designing a Product & Services Customer Needs Waterfall
Laboratory session looking at the customer waterfall of needs, including design of a product and service waterfall of needs
Presentation of product and service waterfall designs and roundtable discussion

11.15

CUSTOMER VALUE LABORATORY
Designing a Price & Cost
Customer Needs Waterfall
Laboratory session looking at the customer waterfall of needs, including design of a price and cost waterfall of needs
Presentation of price and cost waterfall designs and roundtable discussion

12.00

LUNCH BREAK

1.00

CREATING A CUSTOMER FOCUSED CULTURE
What works, what does not and why regarding creating a customer focused culture
How to use customer waterfall of needs to increase cross functional co-operation on the most important customer priorities
The correct use of internal measurement and rewards related to process management and improvement programs
How customer focused businesses use the customer data and review results

1.30

CAPITALIZING ON THE INFORMATION STRATEGICALLY
How executives can use Customer Value tools that are as effective and powerful as financial tools
How to use Value Maps, Product and Service Quality profiles and Price Satisfaction Profiles
How to utilise these tools to choose, deliver and communicate a superior value proposition in your competitive marketplace

2.00

SELECTING A POSITION ON THE VALUE MAP FOR YOUR BUSINESS
Individual Views
Group Consensus

2.30

THE HIERARCHY OF CUSTOMER NEEDS FOR YOUR BUSINESS
What’s important to the customer?
Individual Views
Group Consensus

3.50

ROUND TABLE DISCUSSION

4.00

CLOSE