Location.filemname.PPT 1 1. Customer-centric leadership Ownership of the customer-centered strategy...

location.filemname.PPT 1

1. Customer-centric leadership1. Customer-centric leadership

Ownership of the customer-centered strategy exists at board level

The company believes that focusing on the customer will lead to consistently profitable growth

Leaders spend significant time with customers and employees

Leaders demonstrate they are serious about a customer-centered strategy

“What First Direct did was to realise that people were changing their habits and would want to bank 24 hours a day, seven days a week. So that was the insight,

… I think that all great brands have insight.”– Peter Simpson, Commercial Director, First Direct


2. Distinctive strategy/proposition2. Distinctive strategy/proposition

“Our vision is to be the earth’s most customer-centered company.”– Peter Bezos, Chief Executive, Amazon.com

Vision permeates the company

Clear and distinctive customer proposition

Customer needs and expectations drive strategy

The brand, the customer experience and the strategy are inseparable and drive the performance of people, processes and products


Business Results

What are our strategic/ financial goals?

Shaping a Customer-Centered Shaping a Customer-Centered

Processes

CustomerBehavior

How must our customers behave to ensure we reach our goals?

Value Proposition

What value must we provide to drive desired customer behavior?

Products/Services

How must our products and services perform?

People

How must our people and perform?

Copyright © 2004 The Forum Corporation

How must our processes perform?


Business Results

What are our strategic/ financial goals?

At the Center of the Strategy is the At the Center of the Strategy is the Value PropositionValue Proposition

Processes

CustomerBehavior


Value Value PropositionProposition


Products/Services


People

How must our people and perform?




Creating a Winning Value PropositionCreating a Winning Value Proposition

What do our target customers value?

What can we be the best at?

What drives customer behavior and our business economics?

What are we deeply passionate about?


Value Proposition - ExampleValue Proposition - Example

1. The Lexus car is truly outstanding in design and quality.

2. The purchase of a Lexus is a uniquely pleasurable buying experience. Lexus dealers do not “hard sell,” rather, they make their customers feel like guests while visiting their showrooms.

3. Lexus owners will not worry about servicing their vehicles; cars are picked up and delivered by a service center representative.

4. The residual value of the Lexus car when the customer decides to trade it in is high.

5. Lexus will buy back, recondition, and warranty used Lexus cars.


Business Results

What are our strategic/financial goals?

Implementing a Implementing a Implementing a Implementing a Customer-Centered StrategyCustomer-Centered Strategy

Processes

CustomerBehavior


Value Proposition


Products/Services


People

How must our people perform?




Infotech North American offices

Who is Infotech?Who is Infotech?

World’s largest information provider

$1.9 billion in global annual sales

12,000 employees worldwide

Offering solutions in 60 countries

Infotech North America– 7 business units– 18 North American offices


Competitive landscapeCompetitive landscape

Highly mature, competitive marketplace Three key competitors - roughly equal market share Key products becoming more commodity-like Similar go to market strategies Concentration of buying power held by small number of

large customers


Infotech’s Value-Driven StrategyInfotech’s Value-Driven Strategy

Products/Services

Goals

Processes

Goals

People

Goals

Establish leadership evaluation and development plan process Q3 FY05

Hold voluntary employee turnover to less than 12%

Improve cross-business unit teamwork

Operational excellence and productivity improvement

Sales excellence-account planning, vertical markets expansion, new compensation program

Affiliate acquisitions and integration

Strategic relationships growth initiatives

• Data quality excellence

• Online Notification Services/Event Triggers Expansion

• Smart Banking Product

Value Proposition

Goals

Client Behavior

Goals

Business Results

Goals

Bring the full power of Infotech to every client solution

Information you can trust

Execution Excellence

Easy to do business with

Flexibility and value to meet changing needs

Increase client loyalty

Increase usage of new products

Increase share of wallet in top tier clients

• >10% financial growth

• >10% profit growth

• Grow revenue faster than expenses (2:1)

• Increase market share (#1 or 2 in every market we play in)


Infotech CEO’s ScorecardInfotech CEO’s Scorecard

Products/Services

Goals

Processes

Goals

People

Goals

Establish leadership evaluation and development plan process Q3 FY05

Hold voluntary employee turnover to less than 12%

Improve cross-business unit teamwork

Operational excellence and productivity improvement

Sales excellence-account planning, vertical markets expansion, new compensation program

Affiliate acquisitions and integration

Strategic relationships growth initiatives

Deliver:

• Data quality excellence

• Online Notification Services/Event Triggers Expansion

• Smart Banking

Value Proposition

Goals

Client Behavior

Goals

EconomicValueGoals

$575.1M Revenue

$324.4M Cost

$250.7M EBIT

$238.4M Operating Cash Flow

43.6% Operating Margin

Achieve and maintain F’05 Value Proposition benchmarks for clients

Bring the full power of Experian to every client (7.7)

Information you can trust (8.2)

Execution Excellence (8.0)

Easy to do business with (8.0)

Flexibility and value to meet changing needs (8.1)

Achieve and maintain a Client Loyalty Rating of 18.5%:

Achieve 5% of revenues from new and emerging products

Increase average number of products per top 100 clients from 3.47 to 3.64


Business Unit ScorecardEnterprise Actions

ValueProposition

Client Behavior

People

Process

Product/ServiceEconomicValue

Functional Area ScorecardFunctional Actions

People

Process

Product/ServiceValue Proposition

Client Behavior

EconomicValue

Daily Work Actions Work Unit Scorecards

People

Process

Product/ServiceValue Proposition

Client Behavior

EconomicValue

Deploying the Value-Driven StrategyDeploying the Value-Driven Strategy

Location.filemname.PPT 1 1. Customer-centric leadership Ownership of the customer-centered strategy...

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