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Customer Value

Total value of a customers relationship

Potential value of the relationship

Profitability

Customers insight

Customers influence

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Types of Customer Value

Economic value Functional value - compatibility, risk,complexity

Psychological value

Information value Customer education series

Employee based value SWA, Max Health Care

Association value CSR Activities, P&G, TBLA

Relationship value Walmart and P&G, Towers

Customer value co-creation Asian Paints, Cadbury

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Value Addition

Triple bottom line

Exchange Traded Funds

The decision taken in ICICI Bank

Suggestions

Mahakumbh Mela

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External Relationships

With Government

- Economic and Industry Interests

- Social, environmental and cultural- Political and Military Interests

- Lobbying

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Examples

Exit from pension schemes No entry load on MF

No AMC on Demat A/C

New Banking Licenses

Raising diesel prices

RGESS Launching

Digitization of cable

Ease of doing business

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Examples

Export/import of sugar, cotton Heavy duty on gold imports

FDI in retail

Increase in tariff in Railways

Posco

Budget 2013

Aadhaar project

Control of IRDA,RBI,SEBI

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Media Management

Cold Drinks

Oil spillages

Kingfisher Airlines Satyam

2G scam

Sahara Group SKS Microfinance

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Alliances and Partners

Tata Motors

Toyota

Ashok Leyland Retail outlets

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Learning Outcome 19-20/02/13

To learn the initiatives taken by organizations

to empower and retain employees.

To analyze the Importance of happy

employees.

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Internal Relationships

Toyota Empowerment (extreme toyota)

ICICI Bankopportunities,challenges,exposure,Brand

Microsoft Work-life balance Airtel Reverse Mentoring, Happy Mondays

Big Bazaar Empowerment

HUL Fitness

Recruitment, referrals,

Ritz Carlton

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Making Employee Happy

Salary

Job role

Power

Room for experimentation

Idea implementation

Bonus

Appreciation

Allowances

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NEWS 20/02/13

Gmail to outlook

Color coding in mutual funds

Jets price war

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Communication

Organization to employee

Employee to Employee

Department to department - Airtel Example of ICICI Bank

Example of Chrysler

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Other Measures

Blind Ads

Bank of Rajasthan case

Mergers and acquisition

Employee knowledge

Different job roles- marketing v/s operations

Outsourcing non core activities

Exit Interviews

Ex-employee feedback

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Supplier Relationship

To evaluate the importance of relationship

with suppliers