CUSTOMER VALUE MANAGEMENT
Customer Value Management is defined by all customer interactions that result in customer perceptions and feelings toward an organization, Brand or product. These interactions can take place at any time and place across the entire Value Stream. It is not limited to interactions directly controlled by your organization (i.e., internal departments and employees), but also by extended members of your Value Stream, as defined by customers, such as your organization's suppliers, retailers, customers and customers of customers.
​
Gartner defines customer experience management as "the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy."
​
So you need to:
​
-
understand your customer experience,
-
provide consistent customer engagement
-
continually improve your customer experience across your entire Value Stream.
​
Like building a bridge, it is about building consistency, integrity and trust across your Value Stream. All parts of your Value Stream System must have integrity or the bridge will fail.
​
Employ best practices from Lean Six Sigma, Systems Thinking and other disciplines to strengthen your organization, products and Brands to help develop, deploy and continuously improve comprehensive, consistent, holistic, customer centric solutions.
Charles developed the foundation principles (16 Principles of Customer Satisfaction) and measurement methodology for what became The Nissan Way to measure and improve Nissan and Infiniti's Sales and Service Satisfaction (SSI/CSI). Serving as the unifying consultant and working with a team of Retail Operations Managers and Training specialists to understand consumer behavior, retail sales and service processes at the employee and dealership level, Charles helped develop a replicable, scalable process improvement model that improved throughput times and close rates by 25% and significantly increased Sales, Profitability, Customer Satisfaction, Loyalty and Advocacy at the dealer, regional and national levels.
​
Nissan Senior Executive