A Proven Integrated Approach
Our Performance Drivers Focus integrates initiatives resulting in a rich and attractive end user and customer experience. Key performance indicators and business intelligence approaches are merged to provide a crisp and clear view on how to improve results for all of the stakeholders. CEVOH is often asked to help optimize the product portfolio based on customer value. We have a proven track record in maximizing customer value and improving pricing yields. Finally, approaches to establish multiple points of adding customer value as a core asset are implemented and refined.
PERFORMANCE DRIVER ONE: INSTEAD OF COMMON KPIs, CEVOH RECOMMENDS USING KEY PERFORMANCE DRIVERS OR KPDs
It’s all about ratios. We often recommend using several driver metrics together to create powerful compound drivers showing trends instead of historical snapshots. Ask us to show examples for:
Aligning pricing with sales compensation drivers
Trended % of revenue from new product development
Lifetime customer value correlated to segmentation focus
Sales coaching hours correlated to employee performance
Quick “look back” analysis / reports
Measuring the right things…Creating alignment within the organization around these things…Powerful
PERFORMANCE DRIVER TWO: EVALUATE AND IMPROVE USER AND CUSTOMER EXPERIENCES
For many organizations, there is a distinction between the end user and the paying customer. We mine these differences and this helps us create ‘break-thru’ approaches to improve satisfaction. We utilize traditional satisfaction measurements and also recommend net promoter approaches to economically create benchmarks of comparison to key competitors.
Once the assessments and measurements are taken, we quickly utilize our best practice methods to:
Create common language around user and customer experiences
Identify quick-fill gaps to close
Identify drivers to quickly close gaps in optimal experiences
Create team to develop alignment across all groups inside the firm
CEVOH partners know how best to engage customer-facing employees and quickly improve performance measurements in this important area.
PERFORMANCE DRIVER THREE: COMPANY-WIDE FOCUS ON IMPROVING PRODUCT VALUE AND PERFORMANCE
Many companies we work with have extensive product catalogs and portfolios. This complexity can restrict the ability to clarify value at point of sale. Customers struggle with the complexity of offerings while sales associates try to explain during sales visits limited by time.
CEVOH partners will work with you to improve the product offer portfolio and clarify value. We provide analytics that assign external value metrics to every product, bundle, and price point. We also provide the analytics to calculate internal yield metrics to these same products and combinations. These two approaches come together and work in tandem to define the value map of your offerings.
We then work with your team to collaborate on the best portfolio and how to clarify value during sales calls.
Aligning these Key Performance Drivers to sales compensation brings powerful ‘lift’ to revenue results.
PERFORMANCE DRIVER FOUR: ORGANIZATION VALUE STRUCTURE
Successful organizations that scale results have shared cross-functional values. These values are very pragmatic and directly impact how customers are treated – so there’s alignment and common language. An example: Respect is earned; Honesty is appreciated; Trust is gained; Loyalty is returned.