We need to increase revenue from our customers

Problem

Lost revenue is a common problem today for many B2B and B2C companies. There can be many underlying reasons for this, and if you don’t identify these and act swiftly they will rapidly undermine your business.

A promiscuous customer base, prepared to shop around for the cheapest price, is one cause. But how do you build loyalty in customers that have become inherently fickle?

Perhaps there are also systemic failures in your business? If you have a siloed view of the customer (i.e. no single view of the customer across different sales channels) then understanding the customer and meeting his or her needs (through cross-selling for example) will be virtually impossible. The lost revenue an relationship-building opportunities are significant.

Then again, are you simply wasting the precious opportunities you do get to serve and get closer to customers? Every single interaction counts, so improving customer service generally, and your sales and sales conversion processes specifically, must also be a priority.

Solution

Identifing barriers to increased revenue are a key element of Charteris framework. Often the internally focus structure of an organisations management or process is the only thing standing in the way of enabling more sales. Charteris approach seeks to indentify lost opportunity costs within the 4 key elements of Process & Organisational Structure, Customer Engagement, Customer Metric and Customer Insight. Once these revenue opportunities are clearly articulated it is a relatively simple process to redsign the organisation and to remove barriers. This approach enables significant revenue opportunity and provides reduce cost of operation potential across the piece. 

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