Annual Strategic Planning with Cora

The Challenge: Balancing Growth with Profitability

Our client, an entrepreneur whose business experienced rapid growth driven by high customer volume, faced a key problem: excessive workload was generating high overtime costs and beginning to affect service quality. With the growing workforce, it was necessary to structure a strategy that would optimize operations without compromising profitability.

Solution Implemented by Cora

Cora was selected to lead the annual strategic planning for the business. Our approach focused on three fundamental aspects:

1. Customer Portfolio Analysis

We conducted a deep diagnostic that revealed approximately 30% of customers generated less than 10% of total profitability, while consuming nearly 40% of operational resources. This analysis allowed us to precisely identify customer segments whose production costs did not meet profitability targets.

“Cora’s analysis opened our eyes. We had never considered that serving all customers equally could be affecting our profitability. This perspective completely changed our business vision.” – Operations Director

2. Customer Mix Optimization

Based on the data obtained, we established a strategy to reduce the least profitable customer portfolio by 40%, with an impact of less than 5% on annual revenue. This decision, although initially difficult, freed up valuable resources for other areas of the company.

3. Focus on High-Value Customers

 The annual strategy was reoriented to focus efforts on replacing lost revenue by specifically targeting customers willing to pay a premium for services, thus ensuring healthier and more sustainable long-term growth.

Transformative Results

The implementation of the strategy designed by Cora produced significant results across multiple aspects of the business:

Maintained Profitability:

Despite the 40% reduction in customer volume, the impact on annual revenue was only 3.8%, significantly less than the 5% initially projected. More importantly, total profitability increased by 15% thanks to reduced operational costs.

Focus on Sustainable Growth: 

The company developed a new value proposition aimed at premium segments, successfully attracting more profitable customers without compromising service quality. In the first six months after implementation, 15 new customers were acquired with an average ticket 35% higher than the previous portfolio.

Workload Optimization 

The strategic reduction of unprofitable customers decreased overtime hours by more than 60%, significantly improving workplace climate and reducing staff turnover by 25%.

Recognition and Ongoing Relationship

The client recognized Cora as a key strategic partner in their transformation toward sustainable growth. The intervention not only improved financial indicators but also established a new corporate culture centered on value over volume.

“Cora didn’t just help us solve an immediate problem—they fundamentally transformed our thinking about business growth,” comments the CEO. “We now understand that growth doesn’t necessarily mean having more customers, but having the right customers.”

Thanks to the results achieved, we continue to collaborate with this client in developing and executing future strategies to scale the business in a healthy way, including creating a continuous customer profitability evaluation system and implementing qualification processes for new business opportunities.

Are you facing similar challenges in your business?

If your company is experiencing rapid growth but with decreasing margins, or if you feel that increased volume is sacrificing quality or profitability, we might have the strategic solution you need.

Contact us today to discover how Cora can help you transform your growth approach and build a more profitable and sustainable business.

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