We helped our client increase their profits by c.£1.5m over 2 years by having a clear 3-year plan to work towards and to be measured against.
Success came through helping the client undertake a Customer Grading exercise. We labelled each of the customers as either A, B, C, or D, with A being the very best, and D being the least attractive.
This exercise allowed them to focus attention on the more profitable, attractive customers.
The increased focus on their grade A customers also enabled them to generate a substantial increase in revenue as they received more referrals and recommendations from the A and B’s clients as they were delighted with the service levels they received. Removing the Grade D clients freed up capacity and lead to increased efficiency to the better clients.
We find so often that the 80/20 rule applies with companies: 80% of their profits come from only 20% of their customer base.