management - Towers Perrin
management - Towers Perrin
management - Towers Perrin
Create successful ePaper yourself
Turn your PDF publications into a flip-book with our unique Google optimized e-Paper software.
American<br />
Express<br />
CapOne<br />
Fidelity<br />
LendingTree<br />
Merrill Lynch<br />
Schwab<br />
Wal-Mart<br />
Wells Fargo<br />
Best Practice<br />
Our research shows best practice firms excel in a few areas that<br />
create competitive advantage specific to the firm and its strategies<br />
Planning Channels Sales Fulfillment CRM Scorecards<br />
■ Brand strategy<br />
■ Resource<br />
allocation<br />
■ Enterprise<br />
goals<br />
■ ROI<br />
X<br />
X<br />
X<br />
X<br />
■ Cross-channel<br />
■ Alignment<br />
■ Operating<br />
models<br />
■ Innovation<br />
■ Partners<br />
© Copyright 2000 <strong>Towers</strong> <strong>Perrin</strong>. All rights reserved.<br />
4<br />
X<br />
X<br />
X<br />
X<br />
The Distribution Value Chain<br />
■ Sales<br />
processes<br />
■ Enabled<br />
staff<br />
■ Sales platform<br />
■ Value<br />
proposition<br />
X<br />
X<br />
X<br />
X<br />
X<br />
X<br />
■ Response time<br />
■ Follow-up<br />
■ Partner<br />
standards<br />
■ Relationship<br />
<strong>management</strong><br />
■ Share of of wallet<br />
■ Customer<br />
experience<br />
■ Learning<br />
capture<br />
■ Evaluation<br />
■ Business<br />
system<br />
changes<br />
Best practice firms carefully evaluate root causes of of performance gaps<br />
to to realign resources and strengthen execution capabilities<br />
X<br />
X<br />
X<br />
X<br />
X<br />
X<br />
X<br />
X<br />
X<br />
X<br />
X
Change language