Case Study - Customer Value Funnel

Figure A.1 Customer Value Funnel

II. Market (Microenvironment)

* Collaboration

* Competition

* Suppliers

* Regulators

I. Global Business Community (Macroenvironment)

* Society (including Subcultures)

* Demographics, Psychographics

* Economic

* Natural/Physical

* Political, Legal

* Technological

III. Organization

* Stakeholders

* Business Culture

* Organizational Structure

* Strategies

* Value Providers (People)

IV. Customers

Received

Value

+ 0 -

Delivered Value

vs.

Perceived Value

Business Performance

*Sales, Profits, Market Share, NPV

*Customer Retention, CLV, Engagement, Satisfaction, Process Measures, Image