In the B2B environment, operational efficiency plays a crucial role in customer satisfaction . This is because the nature of the relationship between companies involves:
larger transactions;
long-term contracts;
complex interactions.
Operational efficiency directly impacts factors such as:
Meeting deadlines: optimized processes reduce the pharmaceutical email lists time needed to deliver products or services to the customer, increasing trust and satisfaction;
Rapid problem resolution: a well-structured operation allows any failure to be quickly identified and corrected, minimizing impacts for the customer.
Effective communication: when internal processes are well structured, teams have more clarity and control over what is being delivered to the customer, allowing for more transparent and effective communication;
Quality of service: with efficient operations, the team has more time to offer quality, personalized and agile service, better meeting customer needs.
When a company is able to meet customer needs and expectations and resolve issues quickly and effectively, this translates into stronger business relationships and long-term contracts.
How to calculate operational efficiency?
The operational efficiency index can be calculated in two ways to measure the level at which your company is: dividing the value of inputs by the value of outputs or dividing the number of sales by the hours worked. The ideal is to perform this analysis periodically to make internal improvements.
See how to calculate the operational efficiency of your business:
divide the value of the inputs by the value of the outputs. The higher the result, the more efficient your operations are. Remember to define what your company includes in each of these processes;
divide the amount of sales by the employees' hours and understand how many hours of work are needed to generate a sale.
For example, if it took an employee seven days to produce an item, but the sale was made in just one day, with a profit of R$170, it means that the operational efficiency index is good.
However, if the product takes a year to be purchased, this value drops and the processes will need to be reviewed.
Metrics and indicators for B2B companies
To understand operational efficiency in B2B companies, it is essential to define performance metrics and indicators that fit with business operations. Here are some common metrics: