Without a doubt, the customer value chain is extremely important to generate competitiveness. After all, when there is an investment in understanding the journey, thoughts and feedback of customers who relate to our brand, we are able to stratify data into valuable information, which will be fundamental for making more strategic decisions. Therefore, in this post we will show you 7 steps to understand this type of chain in a practical and didactic way! Check out. Customer Value Chain 1. Process mapping Detailed process mapping is the foundation of all understanding of the Customer Value Chain . In practice, this first stage involves a thorough immersion in each stage of the product or service's journey, from its conception to after-sales service. Therefore, the importance of mapping lies in its ability to reveal the internal gears of the company's operation, and understand how each component contributes to the customer experience.
Identifying customer value Once the company has mapped its processes in detail, the next step is to identify where the customer value lies in the complexity of the value chain. However, not all stages contribute equally to customer satisfaction and loyalty, and therefore, it is essential to distinguish those that really positively impact the consumer experience. Beginning this process requires a careful assessment of customer expectations at each stage of the Job Function Email List journey. Therefore, it is important to ask questions such as: which elements are most critical for the customer? What do they value most during research, purchase, product use and after-sales support? They will be essential to guide the precise identification of value. 3. Technology integration Technology plays a crucial role in the modern Customer Value Chain. Systems integration and the use of technological tools can simplify processes, improve efficiency and provide a clearer view of the entire chain. Examples to mention are the implementation of solutions such as CRM (Customer Relationship Management) and ERP (Enterprise Resource Planning), which can facilitate data management and analysis.
Collaboration between departments In general, the customer value chain is not the sole responsibility of a single department. Collaboration between different sectors of the organization is essential to ensure a cohesive customer experience. Therefore, sharing information and insights between departments, such as marketing, sales, production and customer service, allows for a more integrated approach and aligned with consumer expectations. 5. Performance evaluation After mapping and identifying customer value, it is imperative to establish a solid performance assessment to measure the effectiveness of the Value Chain in meeting consumer expectations and needs . This critical step not only provides valuable insights into operational efficiency, but also guides strategic decision-making to continually improve the customer experience. Therefore, when evaluating performance, it is crucial to define KPIs that truly reflect the objectives of the Customer Value Chain. Metrics such as delivery time, conversion rate, customer satisfaction, retention and customer lifetime cost are key as they offer a holistic view of the company's performance across different crucial aspects of the customer journey.