Thinking of an Acquisition?
Let's imagine for a moment that you sit in the C-Suite of a company that is on a rapid growth trajectory. You have strong relationships with the bank and/or access to cash, and you are thinking about acquiring some companies in your space. You want to expand your geographic footprint and/or you want to add some capabilities that you don't currently have in-house today.
You have your sights set on a couple of companies and they are both interested in discussing a transaction. That's the exciting part! The completely unnerving part is that you have no idea whether the revenue that these potential acquisitions experience today, will be there for you after the purchase. After all, it's a highly commoditized industry and these newly acquired clients could have one foot out the door. How do you know?
Since the valuation of the company you are buying is based on current and future revenue, isn't it critical to get the price right and to protect your investment once you've plopped down your money?
There is one key opportunity that exists during diligence and that is the implementation of a Net Promoter Score survey. Having a third party company survey the clients and ask one simple question around their willingness to refer the company to friends and colleagues is proven to be an indicator of customer loyalty and a predictor of future revenue. By performing this survey, you can quickly understand the level of loyalty, the opportunities that exist to expand and cross sell your services into these new accounts and/or what effort it will take to keep them from leaving.
As executive operators, we have utilized NPS as our barometer and roadmap for action during all acquisitions with great success, retaining clients and cross selling for rapid profitability.
Butler Street, along with NAPCO media has developed a Net Promoter Score Process specifically for the print and digital industry. If you would like to ensure all of your clients are loyal, whether they are long-term or newly acquired clients, as well as understand overall industry trends and benchmarks, Sign up now for the Best of Print and Digital at www.aremyclientsloyal.com. We are client retention experts that help companies and their people grow. The Net Promoter Score is the first step to growth!
Butler Street, a leading management consulting, training and research firm focused on client and talent development, has formed an alliance with Printing Impressions, America's most influential and widely read resource for the printing industry, to provide the de facto industry standard for measuring customer loyalty through its Best of Print & Digital Customer Survey.
If you are interested in understanding how Net Promoter Score and the Best of Print and Digital can help you grow your business, go to www.bestofprintanddigital.com
To take part in the 2017 Best of Print and Digital go to www.bestofprintanddigital.com.
Click here to watch the Printing Impressions interview with Mike Jacoutot, founder of Butler Street, and Mark Subers, president of Printing, Packaging and Publishing at NAPCO Media, as they discuss the new partnership program.
Mary Ann McLaughlin serves as a Managing Partner at Butler Street, a leading management consulting, training and research firm that focuses on client and talent development. Prior to Butler Street, she served in executive roles for 13 years including chief operating officer, president and managing director. A Six Sigma Champion certified executive, McLaughlin leverages her robust process background with 32 years of sales and operational experience.
A recreational triathlete, McLaughlin has completed three marathons (Chicago 2x, Marine Corps) and numerous triathlons. She holds a B.S. in Marketing from Bradley University.