dm_csstd_dmk8_2

Service offerings decrease in time and cost in

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Unformatted text preview: ts •Training cost as % of sales •# of bundling service/product •# of customized service offerings •% decrease in time and cost in managing change management •# •# of strategic/exclusive partnership acquisition •% of business volume from strategic/exclusive partnership •Switching costs for complementor and customer Figure 2: Performance Metrics by Customer Segment For tier-1 and tier-2 customers, they are the company’s exclusive/strategic partners, they are in the system lock-in of the Delta model. Key metrics in the innovation category come from these consideration: Customers in this category is attracted to DMK for its unique skills meeting customer requirements, and its innovation capability. They are in long-term beneficiary relationships. (renewal drivers) The company strategy is to expand on number of partners in this segment. Percentage of revenue from this tier of customer should increase in a steady form. Some of the metrics the company focus on are rate of product and service offering development. Time to ramp-up new services/products, and capability to delivery new services/products to their partnership. The company also evaluates switching costs for complementors and cost of competitors to imitate their services/products. Performance Metrics by Customer Segment (continued) For tier-3 customer, they are the seeking for total solution, they are in the total customer solutions of the Delta Model. Key metircs in the customer targeting category come from these consideration : Customer in this category is attracted to DMK for its capabilityto delivery total solutions. They have the potential to be upgradedto exclusive/strategic partners. The company strategy is focus on customer retention. Percentage of revenue from this tier of customer is also an important indicators. Some of the metrics the company focus on are customer retention rate, and number of bundling service/product used. The company also evaluates number of customer acquired, switching cost for customers. Percentage of expenditure of our services to customer’s total expenditure....
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