customer asset
TRANSCRIPT
"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
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."