Understanding Customer Profitability To Create Value



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Understanding Customer Profitability To Create Value

  • Bala V. Balachandran

  • J.L. Kellogg Distinguished Professor of

  • Accounting and Information Systems


The Current Business Environment

  • New Products



Levers to Maximize Profit



Levers to Maximize Profit



Bala’s 4Ms

  • Measure Both Revenues & Costs Correctly (ABC)

  • Monitor Movement of Both Revenues & Costs

    • To Apply 50% Rule
    • For Benchmarking
    • Rule-I and Cashew nut Rule-II
    • & continuous Improvement
  • Manage For Action Plan

    • Yield Management / Revenue Management
    • Thru-put Management
    • Activity-Based Management
    • Process Value Analysis So That We Can:
  • Maximize Profitability



Strategic Process Management



Strategic Process Management



Strategic Process Management



Strategic Profitability Management

  • “Constancy of Purpose”



Revenue Management

  • Keenly Observe Buying Behavior of Customers

  • Objective of RM is to Sell

  • The Right Product to the Right Customer at the Right Time for the Right Price



C.M.: ”The relentless pursuit to eliminate Non-value added activities and optimize resource utilization effectively

  • C.M.: ”The relentless pursuit to eliminate Non-value added activities and optimize resource utilization effectively

  • and efficiently."

  • RM - CM: Ensures that companies will sell the right product to the right customer at the right time for the right price with the right cost.

  • An integrated set of business processes and activities that bring together people, systems, knowledge and information with the goal of understand-ing the market, anticipating customer behavior, responding quickly to exploit opportunities effectively and efficiently with company's resources, products and services.



Value Chain Perspective of Business Functions



Cost Management

  • KANTHAL



Cost Management



Value Chain Perspective

  • The End Buyer Pays for Margins Throughout the System



Strategic Cost Management

  • Balanced Scorecard



Building Blocks of the e-Corporation




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