Cycle 3: Organisation analysis
1. BUSINESS MODEL CANVAS, INFOGRAPHIC AND TEXTUAL DESCRIPTION
BUSINESS MODEL CANVAS
Key partners
Who are our key partners?
- International banks, network providers, credit card companies, and transaction processors.
E.g.: ING, Rabobank, Insink.
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Who are our key suppliers?
- Product supplier: Manufacturing, Logistics, IT, packaging.
E.g.: PAX, Verifone - manufacturing.
- Non-product supplier: Financial and legal, HR service, IT solutions, accessories.
E.g.: Yipp - merchandising and stationary items.
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Which Key Resources are we acquiring from partners? Which Key Activities do partners perform?
Distribution partners: ​Resellers of our solutions​
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Technology and integration partners​:
E.g.: for parking systems and public ​transport​
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Business solution partners​:
E.g.: POS software suppliers, financial institutions, credit card companies, ​acquirers​
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App development partners: ​Co-developers for innovative 2-in-1 solutions​
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Unattended integrators​
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Customers developing apps for their very own use case​
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Motivations for partnerships
We have a variety of products/ services. We provide fast solutions.
SME: We have standardized solution.
XL: We are close, supportive and professional.
Key activities
Value Propositions
Customer relationship
Customer Segments
What Key Activities do our Value Propositions require?
Enabling reliable, efficient, and seamless end-to-end payments at every touchpoint in any customer journey.
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What are the most important activities in executing a CCV’s value proposition?
SME: More standardized marketing proposition: radio commercial, online ads, newsletter, etc trying to be next to the merchant target.
XL: We go to many fairs to network.
E.g.: Vending. Mobility fair with very big companies presenting there (Klar).
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Our Distribution Channels?
Website: Every information about our terminals, financial service is available
Customer service: 24/7 available
Categories
Problem Solving Platform/Network
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Key Resources
What Key Resources do our Value Propositions require?
Our staff from different departments
Our over 60 years of experience
Soft POS which is the product to get more customers, which does not bring us the revenue. We hope customers use it and in the future it will grow more and more that shows our innovative payment solution.
Loyal customers: gas stations, EV charging boxes
Types of resources Physical Intellectual (brand patents, copyrights, data) Human Financial
What value do we deliver to the customer?
We are the experienced, future-proof payment partner for companies and entrepreneurs.
What bundles of products and services are we offering to each Customer Segment?
Payment terminals
Processing services
Acquiring services
Online payment
Payment app
SME: working on more and more standardized solutions: terminal subscription
XL: Partnership and co-creation
For ex: With Jumbo, Lidl (in Germany), we have really customized projects to make sure all stores have the same payment solutions.
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Which customer needs are we satisfying?
Innovative payment method
Characteristics Innovative Performance Customization
Price
Reduction Risk Convenience
What type of relationship does each of our Customer Segments expect us to establish and maintain with them?
SME and XL customers: Personal, Professional, Long-term, Reliability, Innovation, All-in-one, Sustainability, Expertise and Flexibility.
Both personal and professional:
SME: We try to be next to our merchants, available any time they need us.
XL: see each other 4 times a year, keep in touch, build strong relationship
For whom are we creating value?
Segmented market:
- SME merchant customers: starts-up, scales-up and established business
E.g.: Hairdresser’s, bakers, etc
- XL customers: vending, retail, mobility, network service provider; E.g.: Lidl, Blokker, Schiphol, etc.
Channels
Through which Channels do our Customer Segments want to be reached?
One platform: My CCV
Webshop: CCV Shop
CCV Connect
CCV App store
LinkedIn, Facebook and Instagram
Email marketing
Website
Channel phases
1. Awareness:
Marketing campaigns, events, fairs, radio commercials, videos, phone contact.
Website, Advertising on Social media platforms, Resellers.
2. Evaluation:
One platform: My CCV
Customers can call us/ use the chat box on the website if they would like to know more information
3. Purchase:
Order via website/ CCV Shop
Call CCV
4. Delivery:
Keep contact via Customer service
Support center 27/7
5. After sales:
CCV Gift card
Operation center (check all transitions/ payment process)
Key account managers will keep in touch with customers for feedback.
Cost structure
What are the most important costs inherent in our business model?
Personnel cost (salaries, wages, and benefits)
Research and Development
Risk management and insurance
Technology and IT infrastructure
CCV is more value driven
Value Driven (focuses on value creation, premium value proposition): Values are strongly embedded in our organization. But at the end of the day, we of course would like to have more revenue, which makes us cost-driven.
Fixed Costs: salaries, rents, utilities, suppliers.
Variable costs: Marketing campaign including Advertising on the internet, Email, radio commercials, magazine, posters at bus stations
​Revenue Streams
For what value are our customers really willing to pay? For what do they currently pay? How much does Revenue Stream contribute to overall revenues?
CCV SME: payment solutions such as terminals, transactions, online payment, webshops.
CCV XL: self-service payment: vending, parking.
CCV Lab: Develop software for our payment terminals.
CCV acquiring services: Outsourcing the processing of transactions
CCV Shop: Development, sales, and support of webshop
Most of the revenue is from payment facilitating/ service contracts (more than 40 million transactions/ month) and selling terminals. Then comes acquiring service.
INFOGRAPHIC
TEXTUAL DESCRIPTION
Beside the Business Canvas Model, below is some description about my placement - CCV:
CCV was founded in Arnhem, the Netherlands in 1958 by Cor and Bep van de Velden, whose name in short is CCV - our company name as well. Started as a small-size accounting firm, CCV has grown to a full-service international payment provider over the years.
Legal Structure
CCV Group B.V. is our parent company, under which there are several European subsidiaries.
Offices in three countries
Corporate Social Responsibility
CCV carries great responsibility as a financial institution. Economically, environmentally, and socially. With our #WeCare programme, we defined clear objectives in each of those areas.
In our core, we are the genuinely customer- and people- oriented family business with the:
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Mission: Enabling reliable, efficient, and seamless end-to-end payment at every touchpoint on a customer journey
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Strategy: Three focus pillars: The Employee (Be the employer of choice), The Customer (Offer the world-class customer experience) and One CCV (A profitable and sustainable organization)
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Culture: As far as I have experienced at CCV, CCV is an original Dutch company so most of its employees are influent in Dutch and English. Moreover, CCV becomes international and diverse with non-Dutch employees and interns, even managers (mine). We share our cultural differences, have discussions and respect each other.
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Markets: We are active in Australia, Austria, Belgium, Brazil, Canada, Czech Republic, Denmark, France, Germany, Hungary, Ireland, Italy, Luxembourg, New Zealand, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland, The Netherlands, the UK, the US.
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Main customers: SME and XL customers
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Competitors: CCV has identified main competitors who are actively and successfully in the financial service fields, from which we can learn and even compete. They are Worldline, Ingenico, Sumup, and Adyen.
2. JUSTIFICATION REPORT
JUSTIFICATION OF DESK RESEARCH SOURCES (AAOCC CRITERIA)
Source reference
Authority
Accuracy
Objective
Currency
Coverage
The source is made by Corporate Communication members, especially Amy who is a senior employee with more than 4 years at CCV and approved by the lead/ Board of directors.
All information here is carefully checked by senior employees of CCV. This presentation is used as the first start for every new member.
The source does not include the advertising/ personal opinions.
The source is the most updated version (September 15) with all the latest data, photos and information.
The source provides all sufficient information/ key elements of BMC.
The external website is made by UX/ UI designers with all information combined from trustworthy sources (the leader of each team with external copywriter specialists).
All information is made sure to be accurate since it is exposed to everyone externally!
The source does not include the advertising/ personal opinions.
The website keeps being improved according to the latest update of the product, the suggestion/ feedback from website visitors/ customers. Therefore, all information is current and relevant.
The source provides all information about the partnership, products and services that CCV provides.
JUSTIFICATION OF DESK RESEARCH SOURCES (CARS CRITERIA)
Source reference
Credibility
Accuracy
Reasonableness
Support
The source is made by Corporate Communication members who are senior employees and approved by the lead/ Board of directors.
All information here is carefully checked by senior employees of CCV. This presentation is used as the first start for every new member.
It is the first document I read when I started. It is basically all about CCV with both general and specific aspects. All information here is relevant and reasonable for all key elements in BMC.
The source has been used widely since the rebranding event last year (September)/ The claims made in the presentation are supported by facts and/or figures, the source of which is clearly noted.
The external website is made by UX/ UI designers with all information combined from trustworthy sources (the leader of each team with external copywriter specialists).
All information is made sure to be accurate since it is exposed to everyone externally!
The information in the website is mostly relevant and easy to research.
The source is consistent with the corporate communication and what I have learnt about CCV so far.
3. INTERVIEW
INTERVIEW DESIGN
INTERVIEW RESPONDENTS
Respondents
Justifications (why this person?)
Amy Pieplenbosch
Amy is the Senior Corporate Communication Specialist. She has been working at CCV for more than 4 years and is responsible for making the Corporate Presentation. Therefore, I strongly believe that Amy is a perfect interview to give me accurate answers about key partners, activities, resources, and event value proposition.
Fabian Philips
Fabian is the Team Lead inside Sales SME Benelux. With his almost 8 years at CCV, especially in the Sales team, he is the right person to answer all questions related to customer relationships, segmentation, channels and the revenue streams.
INTERVIEW DOCUMENTATION
INTERVIEW RESULT
Amy Pieplenbosch
Fabian Philips
Based on the results, I tried to extract the necessary information to complete the Business Canvas Model (BMC) of CCV.
I had researched before the interview so that I could verify all my information and add more invaluable details from two reliable interviewees (Amy and Fabian). I asked them questions related to all key elements to satisfy my two mentioned purposes.
When listening to the record, I compared my research with their answers that helped me make my BMC to the next level. For example, I knew some specific names of the partners/ customers/ suppliers, which I could not find because some of them are considered confidential information.
These interviews mean a lot to me. I can conclude not only information they gave to finalize my BMC, but also some details they add on according to their knowledge and experience at CCV, from different perspectives and positions.