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B2B FRAMEWORKS

CUSTOMER SATISFACTION FRAMEWORKS

AIDA: a framework for improving marketing communications

Customer Experience: a framework to ensure great customer experience and loyalty

Customer Value Proposition: a framework for creating a compelling motive to purchase your product or service

Golden Circle: a framework for inspiring people in a business

KANO: a framework for identifying motivations behind buying products and services

Maslow’s Hierarchy: a framework for helping a company differentiate their market positioning

Pareto Principle - 80:20 rule: a framework for determining where effort is most justified

Segmentation: a framework for using customer groups to gain competitive advantage

Value Based Marketing: a framework for showing how to improve profitability by building more value into your products and services

Benchmarking: a framework for setting targets for improving business and marketing KPIs

Customer Journey Maps: a framework for assessing the current performance of marketing and sales processes

EFQM Excellence Model: a framework for improving an organisation’s quality and performance

Hooking Customers: a framework to attract customers for life

Key Account Management: a framework for looking after your most important strategic customers

Momentum Matrix: a framework that anticipates changes in customer experience satisfaction

Personas: a framework for improving the focus of marketing messages

Semiotics: a framework to manage and make marketing communications more effective

Value Equivalence Line: a framework for how to manage price and product benefits in a business strategy

Brand Audit: a framework for improving the strength of a brand

Customer Lifetime Value: a framework for assessing the lifetime value of loyal customers

Gap Analysis: a framework for improving areas of weakness in a company

Importance/Performance Matrix: a framework that shows how to improve the effectiveness of marketing programs

Kraljic Matrix: a framework for segmenting suppliers and customers

Net Promoter Score: a framework for driving customer excellence

SIMALTO: a framework for identifying the value which customer’s place on product or service improvements

Servqual: a framework for aligning customer expectations and company performance

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