Establish the scalable foundations and processes, tools and operational structure of Friends of Craft to enable ultimate growth and high profitability with limited pain.
Develop the right organisational design, supported by a career development framework, and company culture that retains and attracts the top talent required.
Develop success metrics and measurement systems designed to guide and inform business activities and strategies. Ensure that growth is continued, increased and documented.
A clear and defined 'why we do what we do'. A North Star, that guides every aspect from recruitment to customer management to product development and sales. To develop sustainable success, Friends of Craft must live and breathe their sense of purpose, vision, values and continually re-evaluate them to ensure they remain true.
The fastest way to failure is to try to be all things to all people. To create a scalable business, it's crucial to build brand equity and emotional connections with customers. Building a brand is about developing and sustaining those relationships over time. We help shape, influence, and lead your products and customer service to the correct target market.
Creating a unique product, service delivery model, and brand isn’t enough. It takes repeatable processes to create a scalable business. Getting a few customers is easy; what requires dedicated focus and time is designing and implementing sales, operational and customer service processes that can be successfully deployed again and again at ever greater scale.
Acquiring new customers can cost an organisation around five times more than retaining current ones. Reducing customer defection rates by just 5% can increase profitability by 25% to 130%. Importantly, successful retention starts when the initial contact with a prospect is made, and then continues throughout the lifetime of the relationship.
As a startup gathers traction, yet money, time and diverse expertise is still in short supply, organisational architecture is often forgotten, or quick (and cheap) solutions are put in place. Instead of a myriad of inexpensive and inadequate operational solutions, forward thinking with an organisational framework will establish what will serve your business best now and in the future.
Business owners must be the leader the business needs for each stage of growth. As the company's needs change its leaders need to keep evolving. That requires introspection, self-awareness, and a keen sense of strategy – both in the short and long term. Adaptive, flexible leadership comes from being mindful and continually sharpening the saw.
From our experience, our value is felt at scale when we are adding actual capacity to execute on the uncovered and validated performance and growth improvements.
Regardless of our initial contract, be it discovery and planning vs COO delivery, we always seek to enable long-term growth and value. Throughout our engagement we will detail a backlog of recommendations and actions with an implementation plan via a Kanban board. We will 'size' these actions and prioritise them with you in a value vs. effort matrix.
Together we will determine how we tackle them and Friends of Craft can commission 'one-off' projects (over and above our monthly subscription). Friends of Craft is the owner of this backlog and it remains your IP to focus on, even if we complete our engagement.