CVA (Customer Value Added)
CVA= a measure that weighs the satisfaction obtained from the purchase and use of a given product or service, by comparing the Perceived Benefit with the Perceived Cost.
CVA = Can be applied to companies that sell products or services to consumers (B2C) or to other companies (B2B), and to other stakeholders such as Suppliers, Government and Community.
“CVA is an efficient tool for building a Sustainable Competitive Advantage for your Company. Studies involving more than 3,800 business units have shown that companies that improve their CVA (Customer Value Added) increase their market share and their profitability. CVA enables to identify the Cost attributes and Benefit attributes that will most contribute to improving your company’s competitive position.
CVA’s main advantage is the possibility of translating the Customer Value Added metrics into the company’s internal metrics (KPI – Key Performance Indicators). Using its internal metrics, using Valuemetrics® technology, the company puts into practice a detailed Action Plan broken down by priority and by department with monthly, continuous monitoring.
Several companies already use CVA as a parameter for paying the annual bonuses to its executives. CVA effectively directs all the departments in a company towards a “customer-focused” culture and a “meritocracy” as it customizes Action Plans based on customer perception.
CVA enables the use and optimization of the market information that already exists in the company. The Marketing and Market Intelligence Department can use CVA as a strategic leadership tool in the process of changing and improving the company.
PVA (People Value Added)
PVA = has the objective of helping the company to create a working environment that motivates employees to do their best. PVA contributes towards:
– Diagnosing the most important attributes for employees satisfaction, both with respect to the work developed, and also in relation to the remuneration and recognition received.
– Monitoring employee satisfaction in relation to the company leadership and management.
– Providing guidance for all management levels with respect to assigning priorities to the attributes that must be improved to get better results in terms of team loyalty and internal and external customer service.
– Implementing an internal metrics system, which enables improved productivity in business processes.
Types of research carried out (personal, telephone and Internet):
Surveys of price elasticity
Surveys of the brand image
Sizing the market
Research with a focus on innovation
Research with a focus on communication
Surveys with a focus on Loyalty
Intelligence and Monitoring
Monitoring of competitors