• We believe that a firm owes itself to its customers.
• They are the ultimate repository of all the firm’s activities.
• At the heart of management and, certainly, at the heart of strategy, resides the customer. We have to serve the customer in a distinctive way if we expect to enjoy superior performance.
• The name of the game is to attract, to satisfy, and to retain the customer.
• Michael Dell thought that he was simply reducing costs when he decided to skip the wholesale and retail channels and deal directly with the customers. However, he discovered that this new business model opened up a world of intelligence and information that could be put to use in offering customized solutions to key customers that could have not been generated under the old distribution scheme.
THE DELTA MODEL AND ITS APPLICATION FOR GAS ISOLATORS:
The representation depicted above can exactly teach us the basics of delta model.
The problem defined by the company is to “introduce the product globally and expand the business in international market”.
As the delta model’s cliff states the relation between the customer and the company, I suggest that the company must first concentrate in reaching the product to the customers directly and then try to build a rapport with them.
1[/i][/b]. Start with a careful segmentation of the
Customer base and develop as much knowledge as possible of the
Customer economics. Remember that the primary objective is to seek
Customer bonding.
2[/i][/b]. Secondly the strategies we use must be customer oriented. All the
Steps we take to market the product (gas isolator) must be customer friendly. It should favour the customer needs which in-turn helps the company to gain competitive edge over the product.
Select the most appropriate strategic positioning among the three key
Options – Best Product, Total Customer Solutions, and System Lock-In –
that will result in a customer value proposition with the highest possible
bonding.
3[/u][/i][/b]. The third part describes how to implement the pre-planned actions and how to execute the required measures for the satisfaction of the customers’ needs.
• Define the strategic agenda that determines the action program to
implement your desired strategic option. Assure the proper alignment
with the three adaptive processes – Operational Effectiveness, Customer
Targeting, and Innovation