Elements to Increase Your Company Value: Strategically: Part II
Dale S. Richards
Expert Bus. Valuator, 30 Yr. CEO Mentor; World Speaker; Author: Value Principles -Increase Value 2x - 5X
Proactive vs. Reactive Customer Service
This blog is a continuation of the series on How to increase your business value with strategic concepts:?
What is a reactive customer service program like? Typically it consists of a department that waits for a customer to call then action is taken to solve an issue or problem.
How much does it cost to obtain a new customer?? The most popular answer the author receives from CEOs across the country is “A-Lot”.? Large sums of money are spent to secure new customers but if we just have a reactive customer service program then we lose the opportunity to grow the business significantly.?
What is the Pareto Principle?
The 80/20 Rule.? This rule was developed back in the 1880s by an Italian/French man and it applies today. What are some examples of the 80/20 principle?
How can you use the 80/20 principle to PROACTIVELY increase your revenue by 10% - 200%?
First, you must find out who the top 20% of the customers are. Take your customer sales data for the last two or three years and download this data to an Excel Spreadsheet. Once it is downloaded sort from highest revenue to lowest. (You should also look at customers by margin.) Add a column for cumulative percent on the side of the revenue sort.? Sum each row until you reach 80% of the total revenue.? Now you know the top customers.
If you complete this analysis over several years you can also discover top customers revenue and margin trends.? It might be a surprise that some customers that were in the top a few ago may not even be on the list. This is an opportunity to visit them and discover why they left and invite them to return.
领英推荐
Once the top 20% or “80/20 Customer Gold Program” customers are determined then a methodical program can be designed to build relationships with key people within the organization.? What people’s titles would you want to build a relationship with?? Chief Executive Officers (CXOs), purchasing agents, accounts payable, project directors, sales departments, etc.? Now strategically have a corresponding department person in your company build a relationship with them. How do you find out what these people like or enjoy?? Meet or talk with them to get to know them better. This process will build a proactive vs. reactive customer relationship.
The benefits of this “80/20 Customer Gold Program”? are significant:
A methodic strategic development of a proactive customer service can yield large revenue growth from your existing customer base.? The “80/20 Customer Gold ProgramTM” works.? The author has used it many times to increase revenue performance by 110% to 300%.??
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Dale S. Richards specializes in management, marketing, operation optimization & business valuation consulting and is a 30+ year turnaround expert.?He has implemented success concepts into results in 150+ companies. Dale is a Certified Valuation Analyst (CVA) with NACVA, an Eight-Year Vistage Chair & International Speaker.?Visit www.successbiznow.com to learn more about Dale.
Greg Breads, Vienna, VA, learned key business concepts from Dale S Richards' presentation on Business Valuation Principles - How to Increase Your Business Revenue, Profits and Value .
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