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Surprises...
Our performance evaluation methodology is an outstanding tool for uncovering the unexpected, partly by upturning internal orthodoxies but also because 'industry perception' can separate from 'industry reality' in some surprising ways.
For instance, the market leader may find that there are flaws in their processes that are costing them revenue, which they are covering through price inducements, and which can be reduced significantly if processes are enhanced: e.g. a price-led product can deliver modest conversion rates if the process spills-out customers at an early stage.
Alternatively, the market leader might find that internal IT orthodoxies regarding acceptable service availability are below market levels and potentially costing them sales. Or, they might find they are not the market leader … |
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