Early example of core output

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The Current Valin the Custin the Cust

lue Distribution tomer Basetomer Base

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vered by the top 20% of customersvered by the top 20% of customersvered by the top 50% of customersomers deliver 0.1% of marginers deliver 625 times the margin of the bottom 20%

Total annual margin from the group

Average annual margin per customer

% of total margin provided by the

group

2 1,247,817 1,803 39.5%

Cumulative % of margin

39.5%

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2 603,167 872 19.1%

1 447,790 648 14.2%

2 307,723 445 9.7%

1 228,604 331 7.2%

2 168,868 244 5.3%

58.6%

72.8%

82.5%

89.8%

95.1%

2 109,499 158 3.5%

1 41,205 60 1.3%

2 2,961 4 0.1%

1 0 0 0.0%

l Total Average Total6 3 157 634 456 100 0%

98.6%

99.9%

100.0%

100.0%

6 3,157,634 456 100.0%

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• 47.7% of core products are bought by the top 20% of customers• 16.5% of consumables are bought by the top 20% of customers• The bottom 20% of customers buy 0.3% of core products• Customers in the top value group stay 31% longer than average

Value Groups

Products per year by the

group

Products per year per customer

Product margin per year per customer

Consumables per year for the group

Consumables per year per customer

Consumabmargin per y

custome

Top 10% 785 1.13 3,925 1,159 1.7

2nd 10% 576 0.83 2,880 1,089 1.6

3rd 10% 412 0.60 2,060 1,590 2.3

4th 10% 342 0.49 1,710 1,202 1.7

5th 10% 289 0.42 1,445 1,231 1.8

6th 10% 231 0.33 1,155 1,552 2.2

7th 10% 154 0.22 770 1,595 2.3

8th 10% 53 0.08 265 1,500 2.2

9th 10% 9 0.01 45 1,409 2.0

Bottom 10% 0 0.00 0 1,311 1.9

Total Average Average Total Average Av

2 851 0 41 1 426 13 638 2 0

1 4001,600

2,851 0.41 1,426 13,638 2.0

600800

1,0001,2001,400

0200400

Top 10%

2nd 10%

3rd 10%

4th 10%

5th 10%

6th 10%

7th 10%

8th 10%

9th 10%

B10% 10% 10% 10% 10% 10% 10% 10% 10%

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78 26% 435 674 2 448

rs p

% of Customers in Group who are

new

Average annual margin of gained

customers

Total margin gained from new

customers

78 26% 435,674 2,448

95 28% 294,568 1,511

19 32% 153,225 700

26 33% 99,548 440

54 37% 98,725 389

87 41% 65 882 23087 41% 65,882 230

12 45% 49,370 158

34 48% 23,454 70

87 56% 9,887 26

51 65% 8,955 20

ompared to attrition rate

tal Average Total Average

43 41% 1,239,288 5,990

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• 58 6% of margin is delivered by the top 20% of customers• 58.6% of margin is delivered by the top 20% of customers• 89.8% of margin is delivered by the top 50% of customers• The bottom 20% of customers deliver 0.1% of margin• The top 20% of customers deliver 625 times the margin of the bottom 20%

Top 10% 198 83 30%

Value GroupsCustomers re‐purchasing in the period

Customers due to re‐purchase who did NOT

325,775

% Customers Lost for re‐purchase

Annual value of lost sales business

AveTenucu

Top 10% 198 83 30%

2nd 10% 134 89 40%

3rd 10% 97 76 44%

4th 10% 123 109 47%

5th 10% 234 168 42%

6th 10% 178 122 41%

325,775

256,320

156,560

186,390

242,760

140 9106th 10% 178 122 41%

7th 10% 167 109 39%

8th 10% 145 107 42%

9th 10% 133 76 36%

Bottom 10% 123 56 31%

T t l T t l A

3,420

0

T t l

140,910

83,930

28,355

Total Total Average

1,532 995 39%

Total

1,424,420

Total Value Gain compared to Value Loss

50 000

100,000

150,000

‐100,000

‐50,000

0

50,000

‐150 000

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Average Consumable

Tenure

Average Consumables per customer per year

Average Core Product Tenure

Average core products per

customer per year

Average customer margin Per Year

p y p y

0.87 0.63 0.98 1.24 476

1.54 1.23 1.96 0.45 456

2.32 1.97 2.78 0.49 435

3.14 2.13 3.38 0.53 471

3.98 2.25 3.21 0.46 436

4.32 2.38 3.09 0.41 423

4.89 2.21 3.29 0.34 412

5.07 2.56 3.03 0.32 399

4.89 2.89 2.99 0.35 412

4.34 2.87 3.08 0.29 3984.32 3.01 3.11 0.31 376

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• xxx• xxx

Outlet Total Customers

Won

No. Customers Lost for Core Product Sales

% Customers Lost for Core

Product

No. Customers Lost for

Consumables

% Customers Lost for

Consumables

AvCuT

Outlet A 1534 498 36% 1112 72%Outlet B 1134 567 56% 695 61%Outlet C 1317 1034 87% 412 31%Outlet D 1876 999 59% 1376 73%Outlet E 1098 365 37% 876 80%Outlet E 1098 365 37% 876 80%Outlet F 1934 1112 64% 542 28%Outlet G 1278 695 60% 199 16%Outlet H 786 212 30% 365 46%Outlet I 2967 1376 52% 1112 37%Outlet J 1876 1143 68% 695 37%

90%

100%

40%

50%

60%

70%

80%

90%

0%

10%

20%

30%

40%

The ROI MoProposed PProposed P

odel for the ProgrammeProgramme

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Costs

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PenetrationCost to Serve

Cost of Product

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ACQUISITION ATTRITION

Top 10%

ACQUISITION ATTRITION

Core Product Customers

Consumables Customers



AvProd

26% 20% 30% 19%

2nd 10%

3rd 10%

4th 10%

5th 10%

19%

22%

20%

16%

40%

44%

47%

42%

22%

23%

28%

29%

33%

37%

28%

32%

6th 10%

7th 10%

8th 10%

19%

16%

17%42%

41%

39%

31%

36%

39%

41%

45%

48%

9th 10%

Bottom 10%

Average 25%

44%

60%

36%

31%

41% 31% 39%

65%

41%

43%

56%

PENETRATION EFFICIENCYPENETRATION EFFICIENCYAverage cost / customer to sell, deliver & service

Average Consumable

Purchase / Year

Average Consumable

Purchase Value

Average Core Product

Purchase Gap390

verage Core duct Purchase

Value0.881,590 365.51 1.68

303

174

173

174

1.57

2.30

1.74

1.78

131.71

102.96

95.75

73.46

1.20

1.68

2.02

2.39

1,047

1,087

900

791

2.17

173

173

174

2.24

2.30

50.48

49.27

37.29777

3.00

4.49

4.23

731

711

173

260

2.04

1.904.22

796 2.47 91.58 1.97 217

4.78

0.00

5.12329

0


ConsCus

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Now Target Now

Top 10% 26% 26% 20%

2nd 10% 28% 28% 22%

3rd 10% 32% 32% 23%

Customers Cusenim eros, dolor sit amet, consectetuer adipiscingcibus nibh. Phasellus enim eros, dolor sit amet,

elit. Vivamus volutpat faucibus nibh.

4th 10% 33% 33% 28%

5th 10% 37% 37% 29%

6th 10% 41% 41% 31%

7th 10% 45% 45% 36%

8th 10% 48% 48% 39%8th 10% 48% 48% 39%

9th 10% 56% 56% 41%

Bottom 10% 65% 65% 43%

41% 41% 31%

Change 0.0%

Impact

Worth

T l l f hi

2

additional new sales customers

addits

cus

0

Total value of this strategy

ACQUISITION

Core Product Cons

anagementet, consectetuer adipiscing elit. Vivamus volutpat

Now Target Now

Top 10% 26% 26% 20%

2nd 10% 28% 28% 22%

3 d 10% 32% 32% 23%


ConsCus

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3rd 10% 32% 32% 23%

4th 10% 33% 33% 28%

5th 10% 37% 37% 29%

6th 10% 41% 41% 31%

7th 10% 45% 45% 36%

8th 10% 48% 48% 39%

9th 10% 56% 56% 41%

Bottom 10% 65% 65% 43%

41% 41% 31%

Ch 0 0%Change

Impact

0.0%

0

sumables stomers



Average Core Product Purchase

Average Core Product

Average Consumable

AveConsu

Target Now Target Now Target Now Target Now Target Now Target Now

20% 30% 30% 19% 19% 1,590 1,590 0.88 0.88 365.51 365.51 1.68

22% 40% 40% 19% 19% 1,047 1,047 1.20 1.20 131.71 131.71 1.57

23% 44% 44% 22% 22% 1,087 1,087 1.68 1.68 102.96 102.96 2.30

stomers Customers CustomersValue Purchase Gap Purchase Value Purchas

28% 47% 47% 20% 20% 900 900 2.02 2.02 95.75 95.75 1.74

29% 42% 42% 16% 16% 791 791 2.39 2.39 73.46 73.46 1.78

31% 41% 41% 19% 19% 731 731 3.00 3.00 50.48 50.48 2.24

36% 39% 39% 16% 16% 711 711 4.49 4.49 49.27 49.27 2.30

39% 42% 42% 17% 17% 777 777 4 23 4 23 37 29 37 29 2 1739% 42% 42% 17% 17% 777 777 4.23 4.23 37.29 37.29 2.17

41% 36% 36% 44% 44% 329 329 4.78 4.78 5.12 5.12 2.04

43% 31% 31% 60% 60% 0 0 0.00 0.00 4.22 4.22 1.90

31% 39% 39% 25% 25% 796 796 2.47 2.47 91.58 91.58 1.97

0.0% 0.0.0% 0.0% 0.0% 0.0% 0.0%

i

0 4

additional services by customers

‐4813330‐2,895

1tional new ervice stomers

fewer lost sales customers

fewer lost service

customers

more profit on average per vehicle

sold

additional vehicle sales to customers

2 912

more paveraser

0 ‐4 0 0 0

is ‐2,912

N ATTRITION PENETRATION

sumables Core Product Consumables Average Core Average Core Average Ave

Target Now Target Now Target Now Target Now Target Now Target Now

20% 30% 30% 19% 19% 1,590 1,590 0.88 0.88 365.51 365.51 1.68

22% 40% 40% 19% 19% 1,047 1,047 1.20 1.20 131.71 131.71 1.57

23% 44% 44% 22% 22% 1 087 1 087 1 68 1 68 102 96 102 96 2 30

sumables stomers


Consumables Customers Product Purchase

ValueProduct

Purchase GapConsumable

Purchase ValueConsu

Purchas

23% 44% 44% 22% 22% 1,087 1,087 1.68 1.68 102.96 102.96 2.30

28% 47% 47% 20% 20% 900 900 2.02 2.02 95.75 95.75 1.74

29% 42% 42% 16% 16% 791 791 2.39 2.39 73.46 73.46 1.78

31% 41% 41% 19% 19% 731 731 3.00 3.00 50.48 50.48 2.24

36% 39% 39% 16% 16% 711 711 4.49 4.49 49.27 49.27 2.30

39% 42% 42% 17% 17% 777 777 4.23 4.23 37.29 37.29 2.17

41% 36% 36% 44% 44% 329 329 4.78 4.78 5.12 5.12 2.04

43% 31% 31% 60% 60% 0 0 0.00 0.00 4.22 4.22 1.90

31% 39% 39% 25% 25% 796 796 2.47 2.47 91.58 91.58 1.97

0 0% 00 0% 0 0% 0 0% 0 0% 0 0% 0.0% 0.0.0% 0.0% 0.0% 0.0% 0.0%

10 4 0 0 0

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Current Capabilcompares to othecompares to othe

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Current Maturity Level

ing Developed Leader Immature Maturing

B h k C ion

50607080

Benchmark Comparison

010203040

dustry chmark

Market Benchmark

Top Quartile Threshold

Your Score Industry Benchmark

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Developed Leader Immature Maturing Develo


50607080


010203040

Market Benchmark



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ty Level 0 10 20

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30 40 50 60 0 10 20 30

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The CustoProposition that

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Documents

Early example of core output