Publications

The 5 Things You Need to Know About Your Customers - Use this simple, practical framework to look honestly and thoroughly at what your customers want so you can sell more, with less effort and at higher margins. Download the presentation.

Using Strategic Planning to Unlock Value in a Recession - While strategic planning is always important to maximizing the value of your business, it plays a particularly critical role when the economy slows down. Download the presentation.

Aligning Around the Customer - Many organizations fail to leverage important cusomer insights because they are trapped in the marketing department. Learn how aligning functional groups with customer needs can help you realize the upside in your business. Download the full report.

Positioning SMEs for Sustainable Growth - The most successful SMEs share an exceptional degree of focus, a capacity for innovation and a strong awareness of needs across the value chain. Download the full report.

If you answer "yes" to any of these questions, you have unrealized Upside in your business...

Do you have innovative ideas about how to grow your business, but lack the resources to bring them to fruition?

We research industry trends and competitive conditions to validate and quantify the magnitude of opportunities. Then, we benchmark your capabilities against those of competitors, and build a well-grounded business case to support capital and resource planning.

Are you having good success winning customers, but losing them almost as quickly?
We audit your customer life cycle to identify key points at which you are failing to deliver customer expectations and look for:

-     gaps between leads generated and sales closed

-     customer care processes and variations across different sales and service channels

-     when in the life cycle do customers tend to attrite (eg. anniversary dates, home moves, external events, customer care interactions)

We improve retention and profitability by synthesizing these insights into action plans.

Are you a single product company with customers who use related products and/or services from which you are not capturing any value?

We examine the value chain associated with your products and those of related firms to propose opportunities that are adjacent to your core business. We help bring these opportunities to fruition by developing a go-to-market strategy that is appropriate for the opportunity and a good fit with existing capabilities.

Do you treat all customers the same?

We perform segmentation analysis to determine the attributes of your highest value customers, quantify how much they are worth to your organization over the life of their relationship, and identify segments that offer the greatest return on your incremental sales or service investment.