Conducted a series of in-depth interviews with current

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One of our clients, a major supplier of metalworking equipment, was convinced that the problem of low sales was due to the ineffectiveness of advertising channels. CAC was growing by 5-7% quarterly, while conversion into deals was falling.

What we did:

, lost and potential clients;
We analyzed the entire customer journey from awareness of a need to a repeat purchase;
We delved into the processes of interaction between the sales department and leads.
What we found: The problem wasn’t traffic or lead generation. Audience research showed that the main reasons for losing customers were:

Extended order fulfillment times (22-47% longer than competitors);
Incorrectly specified delivery times by managers (in 50% of cases).
Thus, some respondents were openly dissatisfied with the delivery times and their quality, and one of the respondents abruptly refused to be interviewed due to the violation of the delivery deadlines.

As a result, after the insight we found, we were able to increase venezuela cell phone number list conversion into repeat sales by 20%, and NPS grew from -12% to 48% in 6 months.

Another common example is growth through pain: "Everything works somehow for us, why do we need to research anything?" As they say, don't touch it, it will smell less. And the business lives, but every new client costs more and more every month. Why? Because this is not systemic growth, but survival on tactical decisions. You buy the most expensive product every time (due to urgency).

And sooner or later, the decision maker has to face a choice: close his eyes to the scale of the problem, launch keyword advertising and patch up the hole in the moment, or spend a little time, build a competent path and multiply the business in the perspective of several years. It would seem that the choice is obvious, but time after time, entrepreneurs choose the first option.