Value Chain Performance Enemies   Why Companies Fail to Leverage the Service-Profit Chain Main Obstacles   By: 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 The way management treats their associates is exactly how the associates will then treat the customers. Sam Walton Wal-Mart Always treat your employees exactly as you want them to treat your best customers. Stephen Covey Harness your people for competitive advantage. Jack Welch GE for Teachers Business Success 360     Love for customers is the springhead of the cascade of innovations and the river of revenues.  >>> Vadim Kotelnikov         Customer Success 360 PowerPoint slides for teachers, trainers, speakers − all those who teach others how to achieve customer success