The decision
A key account falls from 5,000 to 3,500 monthly shipments. Total customer shipments fell from 8,000 to 7,000, and on-time delivery declined from 96% to 89% for the supplier.
What belongs in the account recovery plan?
Worked solution
Reveal the visual and solution
- Calculate wallet share in both periods. The supplier lost 12.5 percentage points alongside overall demand decline, so category contraction alone does not explain the drop.
- Review route-level failures with the buyer. Agree a jointly owned recovery plan with a named owner, on-time thresholds and review dates.
- Ask for a limited volume return after delivery performance recovers. Track customer contribution and build pipeline to reduce dependence on the account.