Value Chain




Why Companies Fail to Leverage the Service-Profit Chain

Main Obstacles



Mark Stevens



▪ Tunnel vision: they focus solely on transactions, view the lifetime value of a customer relationship as the arithmetic sum of the transactions they conducts with that client.

▪ They don't really seek to build relationships with the client, thus diminishing synergies that come into play when enduring relationships are built and nurtured.

▪ They forfeit the opportunities for gaining referrals, generating word of mouth, cross-selling, and building barriers to competitive encroachment.


Customer Experience

Love Story

Customer Experience Management

Customer Value

Customer Value Journey

Add More Value





▪ Skewed cultural bias: they reward employees on transactional basis and are unwilling to change their internal model to one that rewards people for building and maintaining relationships.

Employee Satisfaction

CRM    Holistic


Sam Walton's rules for buiding a great business

The way management treats their associates is exactly how the associates will then treat the customers.

Sam Walton


Stephen Covey advice quotes

Always treat your employees exactly as you want them to treat your best customers.


Jack Welch advice business quotes

Harness your people for competitive advantage.

Jack Welch




Vadim Kotelnikov advice quotes

Love for customers is the springhead of the cascade of innovations and the river of revenues >>>

Vadim Kotelnikov

Vadim Kotelnikov, founder of 1000ventures - personal logo    Business e-Coach    Innompic Games icon





Customer Success 360

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  Customer Success 360 Customer Value Proposition Service-Profit Chain Customer Intimacy Customer Care Customer Partnership Differentiation Strategies Creative Marketing Listening To Customers Observing People Creating Customer Value Value Innovation Branding Empathetic Marketing Engaging Customers Sell Benefits Closing the Deal Retaining Customer Customer Service Loving Customer Relationships Customer Satisfaction e-Coach Master of Business Synergies (MBS) Winning Customers Synergistic Marketing Synergistic Selling Vadim Kotelnikov Selling Is Problem Solving Emotional Marketing Customer Success 360