Aligned customer value & profitability matrix  

Customer Focus and Alignment

Customer Loyalty is critical to success but it is not synonymous to success. Customer objectives are subordinate to the share-holder objectives. Customer focus will mean that one will maintain focus on customer acquisition and retention, while being driven by the organization priorities and profitability objectives.


Aligned customer value & profitability matrix


Customer is a core stakeholder but shareholder comes first (which does not mean that one has to make money for the shareholder through unethical means). Strategy blueprint will also produce the customer strategy. An organization will segment the customers and the associated level of services and products. It will spend more on customers with higher value or at least potential value. It will not give business class service at economy class rates. It will not spend more than a threshold to retain a customer. It will not be working endlessly for the customer satisfaction index for the customer segments, which are not adding value.