Why Customer Value Analysis?
To break away from the use of financial data alone and to provide the information necessary for institutional learning to take place, dealers need to help business teams apply the tools of Customer Value Analysis. They need to adopt a war room approach to meetings that will ensure the best available data is widely understood and utilized. And, dealers need a comprehensive strategic positioning or navigation system to make all crucial competitive data widely available. If they take these steps, the dealership can navigate strategically and be the customer’s best servant. In Customer Value Analysis, a dealer conducts sample surveys of its customers and competitor’s customers. The survey determines the relative performance of the dealership on many attributes ranging from product performance to pricing and aftermarket product support. Customer Value Analysis helps a dealer understand how its customers experience value, and gain insight from its customers’ decision-making criteria and purc
