Customers For Life

Optimizing Customer Value To Drive Business Growth

In order to survive in today's highly competitive, global marketplace, organizations must focus on building customer "value." A customer retention strategy that seeks to just satisfy is no longer enough. Organizations must align their internal operating philosophy and practices to not only meet but exceed customer expectations in ways that customers' value.

Building customer value calls for defining critical customer value "drivers" and systematically integrating them into all aspects of the organization's core product and service delivery processes. In this dynamic, informative session, Richard Chang identifies these "drivers" and shares proven methods to help you gain competitive advantage and propel business growth by optimizing customer value—developing a loyal following of customer advocates in the marketplace.

Attendees Will Learn:

  • Strategies used by a range of well-known companies to evolve "dissatisfied" customers into "very satisfied" advocates
  • How to define customer value
  • How to optimize customer value by meeting or exceeding customer expectations in five important areas
  • What behavioral, cultural, and operational shifts typically occur as a customer-value focus develops
  • How to identify "critical roles" and fulfill "key strategic imperatives"
  • How to develop personal action plans for optimizing customer value within the organization

Available Supplementary Materials:

  • Hardcover Book
    The Passion PlanTM at Work: Building a Passion-Driven Organization
  • Softcover  Book
    Performance ScorecardsTM: Measuring the Right Things in the Real World
  • Softcover Practical Guidebooks
    Improving Through Benchmarking
    Satisfying Internal Customers First
    Step-By-Step Problem Solving
  • Videos
    The Passion Plan: Putting Your Passion To Work
    Optimizing Customer Value
  • Workshop Handbooks
  • Presentation Handouts

Time Frames:

  • Keynote: 60 to 90 minutes
  • Workshop: Half- to full-day format

For additional information or to book an upcoming event, contact
Richard Chang Associates, Inc.
at (800) 756-8096 or This e-mail address is being protected from spambots. You need JavaScript enabled to view it

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