FRAMEWORK
The Leakage Taxonomy
Every operator leaks margin. Most don't know where. PCI scores across six distinct categories. This is the full framework.
Pricing
Revenue left on the table through discount patterns, bundling errors, rate card drift, and undocumented concessions.
- Rep-level discounting without approval workflows
- Promo codes stacking or applied beyond intended scope
- Rate cards not updated after cost increases
- Bundled pricing that obscures per-unit margins
- Renewal pricing lower than new-customer rates
Cost-to-Serve
Fulfillment costs hidden in blended averages. Margin-negative accounts and programs masked by top-line growth.
- Unprofitable customer segments subsidized by profitable ones
- Service delivery costs not tracked per account or program
- Vendor costs rising faster than revenue
- Free services provided without economic justification
- Manual fulfillment where automation ROI exceeds build cost
Process Waste
Manual rework, approval bottlenecks, decision latency, and redundant handoffs that consume staff time without producing revenue.
- Data re-entry across systems (registration → CRM → billing)
- Approval chains that add days without adding value
- Reports built manually every week or month
- Communication workflows without automation
- Decision-making delayed by data access, not analysis
Cash Leakage
Billing errors, collections lag, refund patterns, and uncollected revenue that directly reduce cash flow.
- Failed payments retried manually (if at all)
- Invoices sent late or with incorrect amounts
- Refund policies exploited without detection
- Revenue recognized but never collected
- Payment plan defaults without automated escalation
Data Fragmentation
No single source of truth across systems. Reconciliation overhead, conflicting reports, and decisions made on stale data.
- Multiple systems reporting different revenue totals
- Manual data exports used as "integration"
- No unique customer ID across platforms
- KPIs calculated differently by different teams
- Board reports requiring multi-day manual assembly
Under-Monetized Inventory
Dormant data assets, audience reach, workflow IP, and licensing opportunities that generate zero revenue.
- First-party data not packaged for sponsor activation
- Digital inventory (signage, email, social) sold below market
- Proprietary workflows not licensed or white-labeled
- Audience reach not quantified for media partnerships
- Event content (video, photos) not monetized post-event
Find out which categories are costing you.
The PCI Rapid Rating scores all six categories automatically.