Customer Value Propositions and Differentiated Value
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Transcript of Customer Value Propositions and Differentiated Value
C O N S U L T I N G
A L i m i t e d L i a b i l i t y C o m p a n y
ParCon Consulting, LLC Creating a Differentiated Value Proposition
A ParCon Consulting Training Module with Reference Notes
Discipline: Strategic Planning
June 10, 2014
Revision (1.5 wide) – Slideshare Public Release
© Copyright ParCon Consulting, LLC 2
SECTION ONE
Introduction to Creating Differentiated Value
Clarity for a complex but important topic
© Copyright ParCon Consulting, LLC 3 A ParCon Learning Module
DEVELOPED FOR : Introduction to Creating Differentiated Value Customer value and its role in strategy development
While people understand the meaning of a “price” for
an offering, defining “value” can prove to be a little
more challenging and subjective.
We like to think of value as simply the greatest amount
of money your targeted customers would pay for your
offering.
The strength (or differentiation) of your customer
value proposition (CVP) is a function of the value you
deliver to your customer minus the price they actually
pay – or the surplus value received (or perceived).
Creating differentiated & sustainable client value lies at the core of any successful strategy
Clients rarely buy if your cost exceeds the perceived value
Conversely, if perceived value exceeds your price, clients usually will buy & growth occurs
It’s easy to see that companies have two options to improve their value proposition; increase perceived value or lower price
Value is the subjective wildcard and is impacted by customer perceptions, competitive options and a myriad of other factors
It should also be clear that CVP’s require context (specific offering, price, customer, competitor) to make any sense
Value I perceive from your offering
The total “price” I
actually pay
Customer Value
Proposition - =
Simplified Value Equation
Clients Want to Understand …
What are you offering and what is the benefit to me? 1
What are my alternatives and why is your offering superior? 2
© Copyright ParCon Consulting, LLC 4 A ParCon Learning Module
DEVELOPED FOR : Introduction to Creating Differentiated Value Value propositions form a critical link between you & your clients
Understand that “value received” is ultimately about client perception
Do not make the mistake of confusing your value proposition with what you sell
It is about what the client receives and perceives
Value propositions are not “eternal.” Changes occur as clients evolve, competitors act in the market and new offerings become available
Market focused companies are in constant touch with their clients and competitors – aware of important shifts in the market or driving them where possible
Your value proposition(s) is inexorably linked to your company thru the competencies and capabilities you sustain
The CVP acts as a lens that captures
and focuses the unique value you
provide in a clear, concise way
customers understand & respond to.
Can differ from how
clients see us
Client Perception
How we tend to view
what we do …
Heritage, Reputation & Culture
Unique Expertise, Resources & Process
Operating Units
Services and Solutions
Your Company’s
Value Creation Tree
© Copyright ParCon Consulting, LLC 5 A ParCon Learning Module
DEVELOPED FOR : Introduction to Creating Differentiated Value What is a client value proposition?
A concise summation of the unique appeal of a product, service, or solution to a
targeted set of clients or decision makers. Ideally, it differentiates the company
from its competition by clarifying the sum total of important benefits that clients
care about and how it will deliver them. Value propositions are integral for any market driven strategy because they force you to focus on existing and future clients
The “strength” of your value proposition(s) directly impacts your ability to organically grow in strategic markets
While a Client Value Proposition is a “statement” it has broad implications in terms of
• client selection
• offering development
• investments in capabilities
• strategic priorities
How we identify
opportunities and
articulate our value
Our Markets
Customer needs,
challenges and pain
points
Visualizing Your Value Proposition
<< The Connection >> Our Business
Our company’s unique
capabilities &
competencies
Value propositions form a critical link between your clients and your capabilities
Unique Offerings “Strategic” Clients
© Copyright ParCon Consulting, LLC 6 A ParCon Learning Module
DEVELOPED FOR : Introduction to Creating Differentiated Value A compelling value proposition….
forces clarity around the specific combination of; needs, wants, desires and values that uniquely characterize your highly desirable clients,
provides the foundation for creating a compelling and differentiated offering that sets you apart from competitors in the eyes of your client,
allows you to tailor your services and offerings to key client needs; driving enhanced value creation, increased profit, and higher client satisfaction,
improves operational efficiencies by helping you focus on the most important clients and the capabilities and processes that directly create value they want,
can help you realize rapid gains in market share for strategic client segments by driving enhanced messaging and focus of marketing and sales efforts,
Good strategies focus on what your value proposition is & what you expect it to become
Indicators that your value proposition might need work…
An inability to drive organic growth at or above market levels of performance
An ad hoc approach to the selection of clients and/or projects
The inability to articulate who your best clients are and why
A lack of awareness of competitors and competitive positioning
Lack of understanding of why & how clients make buying decisions
Inability to succinctly & powerfully articulate your unique value
The increasing commoditization of services or offerings (“me too” tends to degenerate into price wars)
“The aim of marketing is to
know and understand the
customer so well that the
product or service fits him or
her and sells itself.”
Peter Drucker
“The purpose of business is
to create a customer.”
© Copyright ParCon Consulting, LLC 7 A ParCon Learning Module
DEVELOPED FOR : Introduction to Creating Differentiated Value The mechanisms of a value proposition in action
Companies that demonstrate an ability to grow share in key markets organically have a powerful, clear and compelling value proposition
It can be clearly articulated in terms that their most important customers understand and respond to
It can be deconstructed into tangible building blocks which can be evaluated, measured and acted on by the company
It is supported by an operating model designed to drive investment and focus to internal capabilities that create long-term customer value
In our experience, companies that sustain profitable growth in their markets create a seamless link from a superior client value proposition to the internal capabilities that support and sustain it
Client Value Proposition Building Blocks of Value Internal Operating Models
External / Customer Focused Client / Company Interaction Internal / Operationally Focused
Operations
Offerings
Clients
We consistently see six “customer value models” that successful companies choose to differentiate themselves in the eyes of their customers.
Companies create competitive differentiation using eleven “value elements” that encompass their; offerings, customer experience & cost.
Companies deliver & sustain differentiated value leveraging an operating model designed to excel at consistently delivering the value elements.
The unique value I receive when I
select your firm over other
alternatives in the market …
The unique combination of value
adding elements a firm excels at to
create a perception of differentiation…
The capabilities & competencies
critical to consistently delivering
superior performance in key elements
© Copyright ParCon Consulting, LLC 8 A ParCon Learning Module
DEVELOPED FOR : Introduction to Creating Differentiated Value Winning “models” that create unique customer value
Company performance is closely linked to the clarity and differentiation of a client value proposition
Each “model” implies different strengths and different clients who value those strengths – it implies a strategic choice
In dynamic industries, you’ll often see different competitors successfully operating across all six models
The more closely aligned a company is with a successful model, the higher their relative performance tends to be
Which “flavor” of customer value proposition best fits your organization? Discuss and identify where you are and how that compares to your key competitors?
We Make it Easier
Low prices across the broadest
product selection through an
extremely convenient ordering
mechanism.
“Amazon.com and your done”
McDonalds E-Bay
Our Value is Exceptional
Southwest Airlines provides its
passengers with a “fun” travel
experience combined with the
fastest door-to-door travel times and
lowest prices
FedEx
Our Product is Unique
Coca-cola is a unique product with it’s
formula a closely guarded secret. This
secret formula combined with exclusive
use of the coca-cola brand name means
that nobody can ever produce a coca-cola
product, merely imitations of it. Thus,
Coca-cola is a completely unique product.
Our Price is the Lowest
Everyday low prices.
We Own the Problem
IBM positions ourselves as trusted
experts in technology who will work
collaboratively with you. Essentially, your
problem becomes our problem, and your
success is our success. It’s this
trustworthiness which leads to the adage,
“no one ever got fired for buying IBM”.
Your Accountant
Dell Computer
Apple Computer BMW
Toyota
Note: This is a widely accepted model applicable across all industries and is not engineering services specific.
team discussion
Hyundai Cars
ADP
Our Experience is Special
To create an “experience” around
the consumption of coffee, an
experience that people would
weave into their lives
Disney World Fine Dining
© Copyright ParCon Consulting, LLC 9 A ParCon Learning Module
DEVELOPED FOR : Introduction to Creating Differentiated Value The building blocks of differentiated client value
While companies & clients form complex relationships, most CVPs can be described using elements from these three building blocks
Too often, we see value propositions created by business leaders in a vacuum. To be meaningful, they need to be carefully framed by:
What your offering to the client (products, services, solutions);
Precisely who the target customer is (not all act alike or value the same things) and finally;
Who or what is your target customer’s next best alternative to your offering (your competitor)
A Closer Look at the Three Pillars of Customer Value
TANGIBLE OFFERINGS “Unique services, offerings or solutions of interest to target
customers because they meet a need or fulfill a desire”
ECONOMIC VALUE “The costs & benefits associated with
your offering including; cost to acquire, cost to own, impact on revenues, costs,
risks, or other tangible benefits.”
CUSTOMER EXPERIENCE “The overall experience clients expect or enjoy based on; service, trust, ease,
reputation, brand, or community.”
Try and succinctly describe your customer value proposition today. Can you do it? Is it succinct, clear and compelling? What does this tell you about your current level of maturity with respect to CVP’s?
Tangible Offerings 1. Expertise 2. Quality 3. Depth & breadth 4. Functionality
Customer Experience 5. Service 6. Partnership 7. Brand 8. Reputation
Economic Value 9. Initial price 10. Total cost to own 11. Value of time saving
Business leaders leverage eleven
elements that can be used to create
the perception of differentiated value
team discussion
Three Pillars of Customer Value
© Copyright ParCon Consulting, LLC 10 A ParCon Learning Module
DEVELOPED FOR : Introduction to Creating Differentiated Value Value elements help leaders create competitive differentiation
Tangible Offerings Unique services, offerings or solutions of interest to target customers because they meet a need or fulfill a desire
Expertise Quality Depth/Breadth Function
The unique knowledge, experience, intellectual property and capability brought to the customer
The level & consistency of quality and / or certainty of delivery a client expects from you in a transaction
The depth products or resources available to the client and breadth or range of coverage you provide.
The performance of your offering in terms of fullness of features, function or elegance of design.
Client Experiences The overall experience clients expect or enjoy based on; service, trust, ease, reputation, brand, or community
Reputation Brand Service Partnership
Personal perception of your firm by customers; typically based on 1st or 2nd hand experiences
The public persona of your firm in the general market based on advertising, PR, communication, etc.
Perception of the level of customer service provided during transactions or interactions
Perception of the level of partnership (peer 2 peer) that exists in the overarching relationship
Economic Value The economic value (cost, benefit) associated with your offering including; cost to acquire, life-time cost to own, impacts on revenues, costs, risks, or tangible benefits.
Initial Price Total Cost Value of Time
Perception about the initial cost to acquire goods and services by the client compared to other options
The perception of the total costs & benefits derived from doing business with your firm (vs. others)
Perceptions related to the relative impact on a client’s time doing business with your firm (vs. others)
ParCon focuses on eleven elements in our strategic planning process to help leaders define their CVP
Differentiation in Action (Example: Competing on Superior Quality )
How is “quality” actually experienced
or evaluated by your key clients and
how are you really performing?
What areas do you feel your clients would identify as areas where you stand above your competitors? Identify and discuss where you are consistently able to deliver exceptional customer value.
Saying you’re unique to the market is relatively easy – creating and sustaining the differentiation is not!!
It is your choice about where to focus and how to differentiate that creates your unique CVP
Deciding on a unique and compelling combination of factors demands a deep understanding of current & future clients and competitors
team discussion
Make sure that quality is a “critical”
factor in how major clients choose a
provider or assess performance
How good must you be before clients
perceive a difference that impacts their
actions? Can you measure results?
1
2
3 Negative Differentiation
Positive Differentiation
Client Indifference Average
Current
Target
© Copyright ParCon Consulting, LLC 11 A ParCon Learning Module
DEVELOPED FOR : Introduction to Creating Differentiated Value Different value propositions demand different operating models
Value propositions flow from and are linked to a company’s operating model that supports their execution
A critical mistake in strategy is to developing a CVP that is not well aligned with your operating model or vice versa
Companies often struggle to become exceptional in even a single operational area
It’s easy to understand the challenges of trying to support widely different value props within one company
OPERATIONAL EXCELLENCE
“best total cost”
CUSTOMER INTIMACY
“best total solution”
PRODUCT LEADERSHIP
“best product, service”
Responsive to customers
Operational competence
Product differentiation
MINIMUM LEVEL OF COMPETENCY TO
COMPETE
Threshold vs. Market Leadership in Customer Value
Treacy & Wiersema, 1995
Operating Models, Elements of Differentiation & the Capabilities that Support them
What operating model best describes the kind of company we are today? Can you identify yourself aligned with one of the three models? How does it fit with your choice of the value proposition of choice?
team discussion
Operational Focus for Your Organization
PRODUCT LEADERSHIP
EXPERTISE Talent, expertise, knowledge mgt. Service & solution delivery
QUALITY Customer care Total quality systems Delivery systems
DEPTH & BREADTH
Range of offerings available Depth of coverage or resources Geographic coverage
FUNCTION Features, functions and benefits R&D and innovation capabilities
CUSTOMER INTIMACY
REPUTATION & BRAND
Branding, marketing, public relations Client management, market intelligence Work portfolio, client satisfaction
SERVICE & PARTNERSHIP
Client service, flexibility, empowerment Customer intimacy, trusted advisors
OPERATIONAL EXCELLENCE
TOTAL COSTS (MONEY & TIME)
Low internal operating costs High customer ROI Easy customer interface
LOW PRICE Low manufacturing or production costs Highly efficient operational processes
Elements Capabilities & Competencies
© Copyright ParCon Consulting, LLC 12 A ParCon Learning Module
DEVELOPED FOR : Introduction to Creating Differentiated Value Making it real by operationalizing your value proposition
A compelling strategy and differentiated value proposition form a critical link to sustainable success
A value proposition alone is of limited value until it is translated into internal & external actions
Understanding & consistently investing in the capabilities that drive differentiated value is how market leaders stay on top
Understanding strategic customers and competitors requires research – basing a CVP on notional insights or vague ideas can be dangerous
Working Outside: Bringing Your CVP to the Market
Understand Strategic Customers & Competitors: Identifying your strategic customers & markets as well as your major competitors is an important first step in developing a well-founded customer value proposition.
Clarify the Customer Value Proposition: Develop a succinct, supportable and powerful statement the clarifies what your firms’ differentiated value proposition is and what it means for your clients.
Communicate to the Market: Consistently communicate the distinct competitive advantages and unique value of your firm’s offering to current & potential customers in an impactful way
Clients & Markets
Working Inside: Deliver, Sustain and Enhance Value
Identify Operational Elements that Drive Value: Before you can take action to sustain or enhance the value you create, it’s critical to identify major internal activities (processes, knowledge, resources) that drive it.
Linking Value Delivery with Competencies: A sustainable value proposition ultimately flows from your unique capabilities and core competencies so insure you understand them and invest consistently over time.
Innovating and Changing the Game: Experimenting with new and innovative ways to create value for clients is one of the most powerful ways to change the competitive landscape in your favor.
Capabilities & Competencies
© Copyright ParCon Consulting, LLC 13 A ParCon Learning Module
DEVELOPED FOR : Introduction to Creating Differentiated Value Frequently asked questions
Why should I invest time in developing or refining my customer value proposition? The answer depends on how good your existing value proposition is because you’ve got one in the eyes of your customers whether you know it or not. A good CVP provides your business with a solid foundation for creating a compelling and differentiated offering that sets you apart from competitors. In many cases, a refinement or improvement can help your business realize gains in market share for important market segments by allowing you to focus your marketing and sales efforts.
How does a customer value proposition change the results in my business? Isn’t this just a “statement”? You’re right, a customer value proposition in and of itself will not change business results until it is “operationalized”. Doing this requires that you customize your services and offerings to drive enhanced value for client. The pay-back comes in increased profit, higher customer satisfaction, faster growth and improved efficiencies due to your ability to focus on important customers and key deliverables.
Do companies have only one value proposition? It depends on the company. Many companies have limited products targeted at a single set of customers – these typically have one value proposition. Larger or more complex firms typically have more than one value proposition because they address more than one customer segment, have different competitors or offer a broader array of products and services.
What is the relationship between a value proposition and a core competency? We view these as closely linked. Competencies (and underlying capabilities) are internal elements of that drive a firm’s competitive advantage while the value proposition is an externally focused positioning based on the unique needs of an identified market segment.
Do you need to understand your core competencies to create a good value proposition? In an ideal world, a company would understand both their core competencies and their customers very well. This allows the firm to link its unique competitive advantage with the value it expects to deliver to its chosen customers. In the real world, it is more important to start with your customers and work backwards to your firm’s unique capabilities. Core competencies will emerge based on what clients reward.
How long does a value proposition last? The longevity of a value proposition depends on both your customers and industry and your firm. Significant changes in either can make a value proposition obsolete very quickly. Stability can mean that your value proposition can last many years or decades. The danger comes when you miss key changes that signal that it’s time for a major overhaul of your value proposition. Buggy whips anyone?
There are major variations in what people think a value proposition is and confusion abounds
A value proposition is not…
A clever slogan, tag line or brand
A mission statement or vision
An offering or price
A list of features or benefits
A generalized statement that could apply to any competitor
A position that doesn’t differentiate you in the eyes of important clients
An unsupportable dream lacking substance & support of the firm
A goal without a strategy to achieve
Is there value in further work focused on customer value propositions? Discuss whether further work on refining your CVP makes sense in light of what you’ve learned.
team discussion
© Copyright ParCon Consulting, LLC 14 A ParCon Learning Module
DEVELOPED FOR : About ParCon Consulting A strategy practice tailored to today’s realities
If you felt this information was valuable or you’d like to know more about how ParCon can help, you contact us at:
ParCon Consulting, LLC
1045 Bay Pointe Crossing
Alpharetta, GA 30005
Matthew Gill, Managing Partner
770.740.9621
www.parconsult.com
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