Leaky profit pipes.

• Author: Rand, A. Barry
• Position: Manage Your assets, financial services - Brief Article

While most companies believe that customers are an external component of their business corporations, they are increasingly finding that this is no longer the case. Customers are now being given the power to not only dictate how much they will pay but also how they will buy. They are demanding self-service approaches that not only squeeze out your sales channel opportunities but also touch points for customer care. The problem creates a growing disconnect between vendors and their markets. This disconnect, compounded by poorly integrated functional silos, is a key element of "profit leakage"--one of the biggest financial burdens of the coming decade--accelerating problems that lead to reduction of goods sold, reduction in price, and growing dissatisfaction leading to non/reduced-payment.

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So, my question is--how do you now develop and implement proven strategies, measurement and accountability programs at key customer touch points when there are so few? What helps you deter critical financial failures such as write-offs, exceptions, adjustments and terms? What are the new integrated and...