Pricing
The referral arrived with a price already attached
Referral customers cost less to win and close faster. They also tend to arrive already anchored to what the account that sent them is paying.
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Pricing
You fenced the price, so the discount moved into the scope
Discount approval tightened. Realised price held. Gross margin didn't move, because the concession is still being made, just in a…
Growth strategy
The year before a sale is too late to fix concentration
Moving one account from 40% of revenue to 25% is arithmetic, and the arithmetic runs on a timescale most owners…
Operations
Every rush job is paid for by a quieter customer
Expedites get rationed in every business. When price isn't doing the rationing, volume of complaint is, and the bill lands…
Marketing
Your satisfaction score is a survey of the survivors
When customer sentiment scores climb while revenue retention flattens, both numbers are usually right, and the reason should worry you.
Leadership
You delegated the work and kept the decision
The senior hire is six months in, the owner's diary hasn't moved, and each side quietly suspects the other of…
Growth strategy
You raised the partner margin. Their reps still sell the other thing.
Channel programmes are usually designed around margin percentages, but the decision that actually determines your volume is made by one…
Pricing
Your longest-standing customers are on your weakest price
Every price rise that applies only to new business quietly turns loyalty into a discount, and the gap compounds faster…
Growth strategy
The renewal you lost when the problem went away
Two customers cancel in the same week for opposite reasons. Your churn report records them identically, and that one number…
Growth strategy
The first enterprise deal bought a door, not a customer
Winning a large account often means paying a step-fixed cost of admission, and the interesting question is what else that…
Take it further
This is the general pattern. Your business is the specific case.
Everything here is free to read with an account, and always will be. What it cannot do is tell you which of these applies to your numbers, your market and your constraints. That is the work we do with clients.