The Tenacity Center
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The Tenacity Center

“The Tenacity Center for Account Management & Client Retention” at The Michael J. Coles College of Business at Kennesaw State University

The Tenacity Center has been created to provide its subscribers and attendees with practical education into the principles and applications of the Clients for Life® client retention process.

What Is It? The Tenacity Center is a collaboration between Tenacity, Inc. and Coles College of Business. Its purpose to provide education and research in best practices in the areas of account management and client retention. Educational programs are co-facilitated by Tenacity Principals and Coles College professors.

Where Is It? The Center is housed at Coles College of Business in Kennesaw, GA. Kennesaw is located just northwest of Atlanta near I-75 and historic Kennesaw Mountain. The Center is also virtual and can be accessed at

Why Coles College of Business? Coles College is an outstanding business school that offers a complete array of undergraduate and graduate business degree programs, as well as broad educational services to the business community. Their Executive MBA program is recognized among the best in the world by CEO Magazine and their part-time MBA is ranked #22 in the US (and #2 in the South) by Bloomberg BusinessWeek.

What Does the Center Offer to Companies? The primary focus of the Center is on providing traditional as well as online educational offerings in account management and client retention for the business community. The centerpiece of these programs is the Account Management Academy Online. This interactive educational web platform provides access to Tenacity’s proven account management and client retention processes culminating in the earning of a “Digital Badge“, a powerful new credentialing mechanism offered by KSU.

Who Are The Instructors for Educational Programs? John Gamble (Tenacity Founder & Principal) and Steve Wurzbacher (Tenacity Principal) have each been appointed an “Executive in Residence” at Coles College and serve as the primary instructors. Professors from Coles College with relevant areas of specialization also serve on the program faculty teams. Dr. Gary Selden Ed.D is the Director of the Tenacity Center.

Who Should Attend? Tenacity’s consulting practice has historically been directed toward large firms in the outsourced service industries where clients are acquired in a long selling cycle and the loss of any one would have a significant negative effect on the firm. The Tenacity Center has been established to expand access to Tenacity’s intellectual property to small and mid-size firms (including professional services firms) and interested individuals. Any organization or individual desiring to learn and apply the principles and practices of world-class account and relationship management process and skills will benefit. Senior executives, relationship managers, business development and operations directors will gain significant insight and skill enhancement.

What Will Result? Firms who invest in their people by enrolling them in The Tenacity Center programs and other activities will be positioned to significantly elevate the organization’s skills in account management and experience higher rates of client retention and contract renewal.

What are the Educational Offerings?

Account Management Digital Badge

The focal point of the Account Management Academy Online is an internet accessible family of self-learning products built on the JUBI® platform. JUBI is the leading online authoring tool transforming educational content and intellectual property into a “gamified format providing inspiring and engaging learning experiences.

The account management processes embedded in Clients for Life focus on: 1) an expectations-based value creation model, 2) nurturing professional relationships, and 3) managing the technical aspects of the service and delivering innovation. A common language and built in accountability are created allowing companies to dramatically increase both client satisfaction and retention.

Interested executives can learn more about the Tenacity Center and the Digital Badge in Account Management by accessing our White Paper. If you become convinced, as we are, that your company will benefit from improving relationships, and ultimately getting better at keeping the clients you’ve worked so hard to get, you will want to subscribe to the Digital Badge in Account Management. For $795, less than the cost of a typical airline ticket, you can learn and implement these proven successful account management tools. Also upon completion of the Digital Badge, you will receive the Tenacity App (iOS and Android). This places the management, administration and accountability of Clients for Life – right in your pocket. It’s a powerful management tool. To navigate straight to registration, email us at

Senior Leadership Forums

The Tenacity Center sponsors periodic “invitation-only” forums for senior leaders. These 3-hour sessions serve as an “in-person white paper” on the strategic, economic, cultural and competitive considerations of dedicated account management and client retention investments. The forum also reviews current best practice methodology and relevant research. Opportunity is also provided to engage Tenacity Principals offline, get to know more about Coles and network with other leaders.

Customized Curricula:

Tenacity Principals and Coles College professors are prepared to develop customized programs for individual clients. These programs may emphasize specific components of the Clients for Life® client retention process as they relate to unique account management needs, and, as appropriate, would incorporate the extensive resources of Coles College, such as the Center for Professional Selling and faculty expertise in the areas of innovation and change management.