Why a Trusted 3rd Party? “We see things not as they are… we see things as we are.” (Fran Lebowitz) Interviewing our client’s clients is one of the most valued services Tenacity provides. These assessments are FreshEyes® Reviews (existing clients) and PostMortem Auditssm (lost clients). We meet with...
Thanksgiving: News You Can Use This is a special Thanksgiving holiday post. We’ll be back on our normal Monday schedule next week. While you know Tenacity for the commercial side of client retention and contract renewal, when we objectively state our true core competency it is this:...
3 Pillars – We’ll Jump Around Though We believe that effective account management stands firmly on a balance of three essential pillars: 1) Understanding and Managing Client Expectations – Expectations are the key drivers of client satisfaction. Ultimately, people make value judgments about products or services based...
The Miracle of Client Retention – Part 2 What does it take to make a miracle? Well, defining the magnitude of the miracle available to your company requires an objective and thorough analysis of the true costs involved in both selling and losing clients as the portfolio...
The Miracle of Client Retention – Part 1 Most firms go to market focused on two primary pillars: client satisfaction and selling new business. Legions of literature and faddish management paradigms have emerged to guide companies in pursuit of these two goals. And, they’re important. It’s...
Can We Talk? When we set out to reposition Tenacity last year, we convened a small group of marketing and strategy experts to guide us through the transition. As we’ve discussed in prior blog posts, we felt it was time to reach a broader audience through...
A Formal Process for Retaining Clients Amazing the blank looks we get from some executives when we ask the simple question; “Do you have a formal process for retaining your clients?” Long pause – raised eyebrow. Most of these same executives will readily point with pride to...
How Can You Claim to be the Leader? Lead, leader, leadership. Do these words really mean anything anymore – particularly in the way that they are used when companies and organizations go about promoting themselves? Look on the website of virtually any company or enterprise you...
Is 100% Client Retention Possible? YES, IT IS! You don’t think so? Picture yourself at an operating forecast meeting. You’re seated around a conference table. There are six of you, including the boss. She has just put that very question on the table for discussion – “Do you...
Are You Over-investing (in Acquiring New Clients)? Probably. At least if you fit the pattern of most service management companies we encounter. The notion that growth comes from the next new client you sell is fallacious, that is, if your client retention house is not yet...