Commercial Excellence
Commercial Excellence dependent upon the age of your business, the history of how you got to where you are today, it's often common place that focus is lost on the customer's journey through your business functions, when they acquire your products and or services.
This could be due to the complexity of your offer, or that systems, process and or tribal knowledge has fallen behind as focus has been elsewhere.
Commercial Excellence is delivering efficient in your sales operations, from how you market, capture customers and how you excel in their expectations to ensure repeatability in sales.
Our Current Commercial Excellence Programmes
Your customer(s) journey through your business.
The challenge
With multiple channels, globally competitors, evolving markets, regulatory requirements, multiple systems & resources are we really given every customer the best service experience?
Customer Satisfaction
We can often manage this, but does the value we put in equal financially what we get out. Are our processes too complex, our systems too old and our staff drowning with all their tasks.
Sustainability
Are our business systems, processes and training suffcient to be sustainable over the longer term?
How we can help
We treat Commercial Excellence like any other Lean 6 Sigma process.
Providing a fresh overview of your internal customer oriented processes: from marketing, to pricing, order processing, tracking & aftersales. Seeking to unlock value across the board, improve the customer experience and enable your teams to add more value.
Available to SME's and larger businesses.
Commercial Excellence - We have it covered!
We provide an overview of your existing processes, evaluate pain points and provide plans to improve your business processes, your staff motivation and your customer experience. This will only enable greater value in your business.
You may find that your commercial terms don't support the business processes, systems and or training. You may find that your systems are inporable and what you thought was seamless is in fact an amazing act of althletisism of your customer service and sales team.
c1. How we capture customers
What are the methods you use to promote our offer. Is it traditional "bricks and mortar", partnership and distribution models, is it via B2B and or B2C.
Are you competitive?
What is the value proposition, is it clearly understood and do we have the correct balance of channels to market.
c2. Pricing
How do you price, are your prices competitive, are they clear. Do you have list prices, discounts, rebates & settlements. Or do you price everything on a one by one basis?
Are your processes simple, simple to update, understandable and are you maximising value at every opportunity?
Do your customers understand the value you bring?
c3. Ordering
Is it easy to order your solution(s)?
When I buy are all my expectations set, or is that the start of a long series of discussions. Can your offer be order 24/7 365 days a year, or do you need to order during working times?
Do you offer Made to Stock (MTS) solutions, or it is only Made to Order (MTO), if you have both is your availability and lead times competitive and affordable?
c4. Tracking Deliveries
Once your customer has placed an order, can it be tracked if its a Made to Stock (MTS) item, does this include to the point of delivery, or just when it leaves your goods out?
For Made to Order (MTO) solutions, do you project manage the deliver with our customers and clients?
How do you maintain communication with your customer beyond the initial purchase order?
c5. Aftersales
Do your solutions require commissioning and or a set up agreement? If so is this managed effectively. Are you losing value at the point of sale?
What if the customer wishes to return the goods within the framework of the consumer goods act. Are these processes clear and efficient.
c6. Payments
If you are selling 100% online, payments are before the point of despatch.
However many businesses are not here yet and still rely on providing credit terms, extended or split payment terms.
How is this managed today, are your debtor days competitive, are there ways to improve on this.
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