The Retain and Gain team have developed a significant customer focused experience through a range of roles and projects in the areas of Sales, Marketing and Operations. Our team have worked for large and small organisations, including: major corporate companies, online only, start ups and “Not For Profit” organisations throughout their careers. Our experience and belief that business success is built on a customer centric approach is now available to you.
We developed and implemented Customer Acquisition Programs (CAP) for Small to Medium Business and created $ million plus revenue streams across multiple businesses across Australia. Most notably a $45M revenue stream across News Limited's national community newspaper organization. The key successes of these programs were:
As part of a “Process Improvement” strategy for the sales operation of a major community newspaper group we developed a Sales Force Effectiveness (SFE) program to provide a more effective sales methodology across all levels of the sales team from field and internal sales to regional managers. The Program included a over-haul of the existing internal processes, systems and performance management procedures and tools.
The SFE program achieved marketing leading growth and improved market share by providing customers with a consistent approach that ensured our customer promise was consistently delivered. As a result the program was deployed across another businesses delivering similar results.
We have identified, specified and then implemented CRM systems for Field Sales teams of varying sizes from ~ 30 to more than 200. This has included:
The key benefits of we obtain from CRM projects include:
To improve sales effectiveness we reviewed both hardware and software systems to utilise technology to encourage engagement and streamline processes as part of a major business improvement initiative for a national Field Sales business. The review resulted in an initial project and pilot of handheld and tablet PC’s which identified, analysed and reviewed the business system requirements in preparation for purchase. The project outcomes included:
We have researched and developed customer life cycle models and indicators for News Limited’s direct national customer base to enable the delivery of national customer retention strategies. The research targeted “At risk” and “High value” customers across 3 significant industry categories nationally valued in excess of $168M. The customer segmentation models provided a cross-channel or “whole of customer” view of customers that were likely to lapse - or in the process of lapsing as they fell through the cracks of the pre-existing fragmented multi-channel, multi-product sales approach. The customer retention strategies provided:
We have carried out qualitative customer research to define and create Customer Value Models. These models allowed businesses to identify and rate the key value drivers of their business services and relationships and their real importance to customers.
This was followed up with quantitative research that created a clear view of what the business could do to positively impact upon their value to customers.
The insights enabled plans that were developed and executed which delivered valuable revenue growth.
We have delivered Business Process Re-design to enable strategic sales programs and bench-mark sales performance across multiple sales teams varying in size, skill and geography. Most notably this was completed for News Limited’s Community Newspapers sales teams consisting of over 150 Field Sales Representatives, Sales Managers and Regional Managers. The re-design established
The Business Processes Re-design provided transparency on their strategic sales activities against short and long-term targets becoming critical for the sales teams to determine their performance against targets. And for the management team to get a clearer view on forecasts and budget positions.
