Case Studies
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Case Studies |
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Hanging Onto Your Customers The client is a well established, privately owned manufacturer of disposable medical and personal care products serving first aid, hospital, general medical, and health and beauty aids markets. Products are sold to OEMs, distributors, catalog houses, and value added remarketers. Annual sales are in the $5-10 million range. The company had lost several key accounts, allegedly on "price" and was having difficulty holding several others. Overall sales were stagnant and profits were slim. Beta Consulting visited a cross section of existing and former customers. After the first several visits a pattern began to emerge. The company was uncompetitive in three areas: product information, delivery, and customer service. The competition was taking advantage of these weaknesses to steal customers. We developed a plan to remedy the problems identified by the market research. Back-to-basics corrective action halted and reversed the meltdown of the customer base. |
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