Capacity Expansion / Author
Mark Rawlins
Mark Rawlins writes for the Capacity Expansion insights library. His articles cover customer growth, revenue performance and the work that shapes a business’s capacity.
Articles and guides
Explore Mark’s work.
Customer growth
How to build a lead follow-up processHow to reactivate dormant leads and old opportunitiesWhy paid leads are not converting into customersHow to calculate customer acquisition costHow to measure and improve sales conversion rateHow to measure lead response timeHow to route leads to the right personHow to segment dormant leads before outreachHow to measure a lead reactivation campaignHow to diagnose paid lead qualityWhy ad conversions and sales records differHow to calculate customer acquisition cost by channelHow to estimate customer acquisition paybackHow to measure sales conversion by cohortHow to improve sales handoffs between stagesHow to calculate response time for after-hours inquiriesHow to resolve duplicate lead ownershipHow to reconcile opt-outs before contacting old leadsHow to use a holdout in a lead reactivation campaignHow to create useful paid lead disqualification reasonsHow to investigate duplicate form conversion countsHow to allocate shared sales costs across acquisition channelsHow to calculate acquisition payback when customers leaveHow to compare sales cohorts with open opportunitiesHow to reduce sales handoffs returned for missing information
Revenue and performance
How to run a revenue leakage auditBusiness KPIs: how to choose what to measureRevenue vs. profit: how to understand gross marginCash flow vs. profit: why both matterHow to reconcile orders, invoices and paymentsHow to review and resolve invoice disputesBuild a business performance dashboard owners can useHow to pair leading and lagging business indicatorsGross margin vs markup: how to price the differenceHow to calculate contribution margin by productBuild a rolling cash flow forecastHow to use an accounts receivable aging reportHow to investigate an unmatched customer paymentWhen an invoice dispute leads to a creditWrite a definition sheet for each dashboard metricCompare a leading indicator with later outcomesHow much extra volume must a discount bring?Compare contribution per hour of scarce capacityStress-test a cash forecast for a late paymentPrioritize overdue invoices for follow-up
Capacity and efficiency
How to find business process bottlenecksHow to plan business capacityHow to measure operational efficiency and throughputHow to expand capacity while maintaining qualityHow to measure queue age and find work that is stuckHow to map handoffs and rework in a business processHow to calculate planned capacity utilization for a teamHow to forecast workload by type of workLead time vs. cycle time: how to measure bothHow to measure rework without counting the same item twiceHow to cross-train a team without weakening qualityHow to pilot a capacity increase while protecting qualityHow to prioritize an aging queue without neglecting urgent workHow to define acceptance for a handoff between teamsHow to schedule work when one specialist is the constraintHow to include large irregular jobs in a workload forecastHow to report on-time delivery when work is still openHow to estimate the labor cost of reworkHow to plan backup coverage when a specialist is absentHow to choose a quality review sample for a capacity pilot