1. Customer Relationships Customer Segments
Key Partners
Key Activities
Value Propositions
Customer Relationships
Customer Segments
Orthodontists- Dentists offices rely on orthodontist to offer services that they can not offer as efficiently or at all. Dentists refer patients to orthodontists who in turn refer their patients to that dentist.
Lab/Tech- Labs provide work and services that cannot be conducted within the dentist office. Products are manufactured at labs and sent to the dentist who then provides the products to the patient.
Equipment Supplier-provides dental equipment.
IT professionals-provide computer services and design networks for the office.
Hygienic products manufacturers-provide samples to dentists to give to patients to promote certain products.
Production- A dentist office must produce quality service to every patient.
Problem Solving- different patients require different solutions to their many and various needs.
A dentist’s office offers different value propositions to each of the different customer segments.
Many value proposition’s can be provided to the cosmetic segment. Beautiful teeth can provide style to customers. A dentist office can offer innovative methods for achieving results. Services can be customized to the patient’s liking, and cheaper costs are always appealing.
To the hygienic segment “getting the job done” quickly and painlessly is important. Convenience, cost, and accessibility are also important values.
For the pain segment, performance is most important in that customers want the pain to end. They also do not want to have to come back if the procedure was not effective.
Customer relationships are maintained through personal assistance. Receptionist, dentist, hygienist, and assistants contacts with patients are very important.
3 Segments:
Cosmetic (veneers, teeth whitening, alignment, etc.)
Hygienic (teeth cleaning, checkups)
Pain (oral injuries, nagging problems, surgeries)
Channels
Key Resources
Awareness- Radio, web site, billboard, and word of mouth
Evaluation- Talk to a receptionist or view website to see what is offered by the office.
Purchase- Customers make appointments to come to the office.
Delivery- At the office, the service is performed.
After sales- A follow up appointment is made.
Physical- the building, the equipment, computers
Intellectual-Dental licenses, dental and hygienist education
Human- Requires trained and licensed dentists, assistants, hygienists, and accountants.
Revenue Streams
Cost Structure
Revenue streams for dental services are both of the “fixed menu” and the “dynamic pricing” variety. Most services have a fixed price, but what the patient pays is dependant on how much the patient’s insurance is willing to pay.
Value Driven-Many of the costs associated with dentist office are value driven. For a dentist to put his reputation on the line, he wants to provide products and services he can stand by.
Fixed Costs-Employee salaries, office rent/mortgage