A Product - What Is It ?

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PRODUCT A way of transferring knowledge by the provider for customer value creation process Includes resources: goods and actions, knowledge and “feeling” The process is called Customer Relationship Process (CRP)

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PHMC GPE GPE LLC LLC PHMC

A Product - What Is It ?

EMOTION (culture and values of the producer) KNOWLEDGE (skills of the producer) ACTS (value production processs)

Emotion Knowledge Acts + Process!

EMOTION (culture and values of the customer) KNOWLEDGE (skills of the customer) ACTS (value production process)

All that help a Customer to produce value for itself is a part of the Product!

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PHMC GPE GPE LLC LLC PHMC

Product.

Product. :: aa way way of of transferring transferring the the knowledge knowledge of of the the provider provider to to the the customer customer so so that that itit increases increases the the value value creation creation process process of of the the customer. customer. A A product product consist consist of of several several components: components: goods goods and and actions, actions, knowledge knowledge and and feeling. feeling. Customer Customer Relationship Relationship itself itself isis then Product. then aa Product.

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PHMC GPE GPE LLC LLC PHMC

Case: Alain Afflelou, optician

““A A customer customer is is interested interested in in the the usage usage value, value, which which the the goods goods and and services services offer, offer, not not the the goods goods themselves ” themselves -- the the contact contact lenses. lenses.”

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PHMC GPE GPE LLC LLC PHMC

Case: Marriott

““Consumers Consumers don ’t care don’t care about about the the sizzle, sizzle, they they want want to to see see the the steak. ” steak.”

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Share of the Customer:

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Banking and Financial services

Company

A

B

C

Share of the customer

Total volume of the customer in the business

Total cashflow of the customer

Base of current profitability Potential of business operations at own line of business Total potential of business operations

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