Back to School
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Back to School

Back to School

Back to School

The Tenacity Center for Account Management and Client Retention at The Michael J. Coles College of Business at Kennesaw State University (try fitting that on a business card) is open for business. By the way, John and I have completed a new video that introduces the Tenacity Center, which can be viewed at the following URL: http://clientretention.com/the-video.

We plan to inaugurate the Center with a one-half day event in late spring. (That’s a great time to be in Georgia!) We will invite senior executives from small and mid-size companies and professional services firms to participate in a high-level conversation about best practices in account management and the implications of successful client retention. We’ll review current research and discuss relevant strategies that can have a profound impact on client loyalty and enterprise profitability. This will include providing a template to think about how best to balance investments in new client acquisition, marketing and account management / retention. We think it will be eye opening and will break some significant new ground. We’ll be doing a lot of listening too.

We anticipate that, as a result, some attendees will want to go further with the Tenacity Center and implement key Clients for Life® practices in their own organizations. For these firms, we have developed an “apprentice learning” (train the trainer) model. The Center will equip managers that are selected by the firm, to internally train, implement and support relevant Clients for Life processes when they return to their companies. The “apprentice learning” model will span 12 months, beginning with an intensive 4-day immersion at the Tenacity Center and continuing throughout the year with programmed follow-up and support. These managers will earn a certificate from the Center and will be fully equipped to continue to function as the “in-house” account management / client retention subject matter expert.

Finally, the Tenacity Center will have the flexibility to design custom curricula for companies that may have unique needs, wish to adopt a specific part of the Clients for Life client retention process or desire to incorporate other skill development processes.

We’re happy to establish dialogue about the Tenacity Center with any and all interested parties. Of course, we’re interested in your thoughts, feedback, suggestions and interest in participating. Simply respond to this e-mail, comment below or visit the “Contact Us” section of this site. Thanks.

“When you leave client retention to chance, the chances are you’ll lose the clients you’ve worked so hard to get.” (John Gamble)

Steve & John