Share defines a volume sales or a volume an expenses or number of our customers and it depends on what problem we are solving.

The market share - reflects the share of the company in this market (in terms of number of clients spent the money or volume of goods sold)

Доля рынка. Отражает долю предприятия на данном рынке (с точки зрения количества клиентов, затраченных денежных средств или объема проданных товаров).

The second group of metric is keeping and expansion of the client base. It talks about increasing, keeping, or decreasing.

Expansion of the client base -is estimated in absolute terms or relative indicator reflecting the expansion of the customer base, which draws or wins customers.

Расширение клиентской базы. Оценивает в абсолютных или относительных единицах показатель, отражающий расширение клиентской базы компании, которая привлекает или завоевывает клиентов

Keeping the customer base -is estimated in absolute terms or relative indicator reflecting the preservation of the existing customer base.

Сохранение клиентской базы. Оценивает в абсолютных или относительных единицах показатель, отражающий сохранение имеющейся клиентской базы компании

Customer satisfaction -assess the degree of customer satisfaction in accordance with specific criteria for performance.

Удовлетворение потребностей клиента. Оценивает степень удовлетворенности клиента в соответствии со специальными критериями результатов деятельности.

Not enough simply approval. " Only when the consumer is highly satisfied with the purchased goods, can be expected repeat business."R. Kaplan, D. Norton

Finally, The profitability of the client - estimates the profit from the customer or market segment, after the implemented exceptional costs for maintenance

Прибыльность клиента. Оценивает чистую прибыль от клиента или сегмента рынка, после того как осуществлены исключительные затраты на их поддержание.

The second large group of goals and metrics for extension the client base is Customer value proposals. How defines Customer value proposals. We divide 3 groups, 3 characteristics:

1) Image, i.e. perception our company by (восприятие со стороны) clients, markets, governments, society organizations. Successful image depends on the right mission.

2) Characteristics of goods and services. Obviously, traditionally associated with characteristics of goods and services.

3) Associated with our relations with customer.

Again, these 3 groups defines Customer value proposals, means 3 groups of goals and metrics characteristics the degree of their achievement (our goals and strategies).

Now, let’s talk separately, more what they are.

First, we talk about Characteristics of goods and services. This is enough obviously a group goals, and is enough obviously a group goals metrics. This includes, a goals associated with Functionality of our proposals, a goals associated with increasing the Quality, and a goals associated with changing the Price, and finally Availability and widely choice of goods and services, which we are offering.

Дата добавления: 2015-11-16