customer asset

real practice at work

Customer Assets = Shareholder Value *

"Customer lifetime value measures are consistent with the principles of shareholder value creation.

e.g. 5% improvement in customer retention = 60% net present value profit increase" Reichheld & Sasser

What we do:

Deepen major account skills

no classroom "pretend" role-playing

no avatars

Real lifeReal time

Hardball

"Customer loyalty

+ margin contribution

= customer assets

customer asset is risk-adjusted profit" *

* Blattberg & Deighton

Recoup "sunk costs"

acquiring key customers;

ensure financial sustainability

3

Partial Client List

5

Amy Marcus

President

e-roleplay Inc.

388 Carlaw, Suite 301

Toronto, ON M5A 1V1

Tel: 647 258 8610

amarcus@e-roleplay.com

clients are excited by resultsDriving Sales

Implementing StrategyManaging

Performance

“In all five customer cases, the atmosphere was very typical of that what we face every day.

The “customers” threw different twists into the conversation just like in real life."

"I experienced myself as seen through my client's eyes.

I wish I'd known how I come across earlier in my career. "

“The role-players are outstanding. And as coaches… they are awesome at integrating our processes into their

coaching.”

“They really understand what we do and they reinforce it extremely well.

Most extraordinary tool I’ve ever seen.”

"I will be putting this experience into practice today because I'm calling a person on my team to have a

coaching session as soon as we're done."