Definition: Helps the customer anticipate the direction of its markets
Example: Nielsen’s retail data and analytics services help consumer goods companies envision shifts in demand for their products.
Definition: Gives buyers and users hope for the future of their organization
Example: Microsoft Azure gives IT professionals hope that their systems can work together seamlessly.
Definition: Helps the customer be more socially responsible
Example: Dental and medical products wholesaler Henry Schein organizes its employees, customers and industry partners to participate in philanthropic programs.
Definition: Helps users and colleagues expand their professional network
Example: LinkedIn is the world's largest professional network.
Definition: Makes users and colleagues more marketable in their field
Example: Autodesk provides education and certification for its core product, which provides an industry-recognized credential for engineers and construction professionals.
Definition: Does not jeopardize and may enhance the buyer's reputation at work
Example: IBM’s strong reputation in key markets shields decision makers from being criticized for choosing the company.
Definition: Provides aesthetically pleasing goods or services
Example: Data center operator Equinix puts thoughtful design into its facilities as a way to appeal to IT engineers.
Definition: Helps users and colleagues develop personally
Example: SAS has extensive training and certification programs in data science.
Definition: Helps buyers and others in the organization feel more secure
Example: FM Global provides engineering services to help reduce the incidence of catastrophes in business operations.
Definition: Is enjoyable to interact with or otherwise rewarding
Example: Salesforce invites users to its World Tour to learn about new products and hear impressive keynote speakers.
Definition: Saves time for users or the overall organization
Example: Workday Human Capital Management gives HR managers access to a dashboard of analytics on their organization’s workforce.
Definition: Helps an organization get things done with less effort
Example: IQVIA serves pharmaceutical firms by conducting their clinical trials and fielding their salesforces.
Definition: Helps the customer avoid unnecessary hassles
Example: American Express OPEN is known for excellent customer service to businesses.
Definition: Helps users become informed
Example: Remote diagnostics and a MyJohnDeere app inform farmers about soil conditions and weather data.
Definition: Provides a clear view into the customer's organization
Example: Workday's cloud-based software gives HR managers a view of a wide range of human capital data and metrics.
Definition: Ensures the good or service is available when and where needed
Example: FedEx’s delivery and business services are available almost anywhere in the US.
Definition: Provides a variety of goods or services to choose from
Example: United Rentals offers a huge variety of rental products and locations.
Definition: Offers goods or services that can be easily configured to the customer's needs
Example: Azure, a cloud service from Microsoft, is well known for its flexibility.
Definition: Responds promptly and professionally to my organization’s needs
Example: Genesys implemented the Net Promoter System® to address client problems immediately.
Definition: Provides know-how for the relevant industry or market
Example: Ecolab dedicates expert personnel to each customer and provides optimized end-to-end services.
Definition: Shows it is committed to the customer's own success
Example: GE Aviation goes beyond selling products to offer services to airlines that optimize their efficient use of new technologies.
Definition: Is a stable company for the forseeable future
Example: A large, international customer base at insurance carriers such as Chubb and Lloyd’s of London provides stability for years to come.
Definition: Fits well with the customer's culture and people
Example: Salesforce.org works with nonprofits at a substantial discount.
Definition: Helps users become more organized
Example: Bloomberg organizes vast quantities of information for its clients.
Definition: Reduces complexity and keeps things simple
Example: Intuit's QuickBooks makes accounting simpler for small businesses.
Definition: Connects organizations and users with others internally and externally
Example: Slack, an app-based communications platform, helps keep workers connected.
Definition: Helps a customer integrate different facts of the business
Example: Accenture helps clients integrate their disparate IT systems.
Definition: Protects the customer against loss or unnecessary risk
Example: Aon provides a suite of insurance and consulting services designed to reduce risk for its clients.
Definition: Allows the customer to operate in more locations or market segments
Example: World Clock Meeting Planner helps users arrange conference calls across the globe.
Definition: Moves beyond standard goods or services to allow customization
Example: Bosch's engineering arm carries out more than 800 custom projects each year.
Definition: Improves the perceived quality of the customer's own products or services
Example: The "Intel Inside" program enables computer manufacturers to display the Intel brand on their devices, signaling high performance and reliability.
Definition: Helps the customer increase revenue
Example: Amazon offers a service that allows merchants to use its fulfilment network, which helps them increase revenues.
Definition: Reduces cost for the customer's organization
Example: Wipro reduces costs for clients by allowing them to outsource IT functions.
Definition: Provides high-quality goods or services
Example: Cummins has a reputation for high-quality truck and industrial engines.
Definition: Expands easily to additional demand, processes or tasks
Example: Amazon Web Services offers cloud computing that efficiently scales tasks in parallel across multiple computing resources.
Definition: Provides innovative capabilities
Example: ABB is recognized for innovation in technologies as diverse as industrial pump drives and marine electric propulsion systems.
Definition: Conforms to the customer's internal specifications
Example: Aerospace and defense firms such as Northrop Grumman must meet specifications with new products or risk losing lucrative defense contracts.
Definition: Provides products or services at an acceptable price
Example: To maintain insurance coverage for drugs, Pfizer must offer acceptable prices.
Definition: Complies with regulations
Example: Cube, Fenergo and other financial technology firms have helped large banks comply with increased regulation since the global financial crisis.
Definition: Performs its activities in an ethical manner
Example: Audit firms such as RSM must ensure ethical business practices, or risk being fired or fined.