Customer Needs

Maximize your value contribution to the customer
Chapter 3
p.2
The idea of an “overlap” of interests has been mentioned several times. What does it all mean, and where do I fit into this concept?
At the heart of any business there is a tri-partite alliance between the individual, the company and the customer. The contribution you make lies in the area of overlap – Contribution Zone – of interests of the three role players. Your contribution is known as your Economic Value Added (EVA , for short).
I will explain this step-by-step. Let’s start by illustrating this concept in a diagram.
Let’s explore the concept of “Growing Contribution” and capacity which is the key to understanding the VENN diagram above.
As you grow your skills by following the Walk & Talk process, you are able to contribute to the effectiveness of the company as well as the manner in which the company addresses its customers’ needs.
As your experience, skills and knowledge grow, so do the areas of overlap (the Contribution Zone) between yourself and the company on the one hand; and between yourself and the customer on the other. Growth in contribution is directly linked to the growth in the added value the customer receives from doing business with the company, and is known as Economic Value Added (EVA).
In other words, as the area of overlap (EVA) grows, the“alignment” between yourself, the company and the customer increases.
This progression in alignment results in growth of the company through increased products and services as well as effective business processes which optimally address the needs and expectations of the customer. The progression of alignment depends exclusively on the growth of the individuals within the company, and the contribution they make to the company’s ability to effectively address the needs and expectations of the customer.
By understanding your customer well, you will be able to identify opportunities to develop new areas of customer needs and to increase the value the customer receives.
This will enable you to determine the growth of the company within your chosen customer base, and to increase the value-added to the company, which in turn, results in wealth for the customer the company and the individual.
Align yourself with your company and customer needs in order to maximize your contribution and create wealth for yourself, the customer and the company.

Maximize your value contribution to the customer

Chapter 3 p.2

w&t_question

I Ask

The idea of an “overlap” of interests has been mentioned several times. What does it all mean, and where do I fit into this concept?

w&t_exclamation

I Answer

At the heart of any business there is a tri-partite alliance between the individual, the company and the customer. The contribution you make lies in the area of overlap – Contribution Zone – of interests of the three role players. Your contribution is known as your Economic Value Add (EVA , for short).

I will explain this step-by-step. Let’s start by illustrating this concept in a diagram.

w&t_ch3_b_venn

Let’s explore the concept of “Growing Contribution” and capacity which is the key to understanding the VENN diagram above.

As you grow your skills by following the Walk & Talk process, you are able to contribute to the effectiveness of the company as well as the manner in which the company addresses its customers’ needs.

As your experience, skills and knowledge grow, so do the areas of overlap (the Contribution Zone) between yourself and the company on the one hand; and between yourself and the customer on the other. Growth in contribution is directly linked to the growth in the added value the customer receives from doing business with the company, and is known as Economic Value Add (EVA).

In other words, as the area of overlap (EVA) grows, the“alignment” between yourself, the company and the customer increases.

w&t_binoculars

I Explain

This progression in alignment results in growth of the company through increased products and services as well as effective business processes which optimally address the needs and expectations of the customer. The progression of alignment depends exclusively on the growth of the individuals within the company and the contribution they make to the company’s ability to effectively address the needs and expectations of the customer.

By understanding your customer well, you will be able to identify opportunities to develop new areas of customer needs and to increase the value the customer receives.

This will enable you to determine the growth of the company within your chosen customer base and to increase the value-added to the company, which in turn, results in wealth for the customer, the company and the individual.

w&t_elephant

I Advise

Align yourself with your company and customer needs in order to maximize your contribution and create wealth for yourself, the customer and the company.