Customer Value

Total value of a customers relationship

Potential value of the relationship Profitability

Customers insight Customers influence

Types of Customer Value

Economic value Functional value - compatibility, risk,complexity Psychological value Information value Customer education series Employee based value SWA, Max Health Care Association value CSR Activities, P&G, TBLA Relationship value Walmart and P&G, Towers Customer value co-creation Asian Paints, Cadbury

Value Addition
Triple bottom line Exchange Traded Funds The decision taken in ICICI Bank Suggestions Mahakumbh Mela

External Relationships
With Government - Economic and Industry Interests - Social, environmental and cultural - Political and Military Interests - Lobbying

Examples
Exit from pension schemes No entry load on MF No AMC on Demat A/C New Banking Licenses Raising diesel prices RGESS Launching Digitization of cable Ease of doing business

Examples
Export/import of sugar, cotton Heavy duty on gold imports FDI in retail Increase in tariff in Railways Posco Budget 2013 Aadhaar project Control of IRDA,RBI,SEBI

Media Management
Cold Drinks Oil spillages Kingfisher Airlines Satyam 2G scam Sahara Group SKS Microfinance

Alliances and Partners

Tata Motors Toyota Ashok Leyland Retail outlets

Learning Outcome 19-20/02/13

To learn the initiatives taken by organizations to empower and retain employees. To analyze the Importance of happy employees.

Internal Relationships
Toyota Empowerment (extreme toyota) ICICI Bank opportunities,challenges,exposure,Brand Microsoft Work-life balance Airtel Reverse Mentoring, Happy Mondays Big Bazaar Empowerment HUL Fitness Recruitment, referrals, Ritz Carlton

Making Employee Happy

Salary Job role Power Room for experimentation Idea implementation Bonus Appreciation Allowances

NEWS 20/02/13
Gmail to outlook Color coding in mutual funds Jets price war

Communication
Organization to employee Employee to Employee Department to department - Airtel Example of ICICI Bank Example of Chrysler

Other Measures
Blind Ads Bank of Rajasthan case Mergers and acquisition Employee knowledge Different job roles- marketing v/s operations Outsourcing non core activities Exit Interviews Ex-employee feedback

Supplier Relationship
To evaluate the importance of relationship with suppliers