One-hit wonders:
Transforming Client Retention
A Brand Voice Agency closed big deals with Financial Services & Tech clients, but faced a drastic drop in client retention after the first year.
Client retention was less than 70%.
This agency’s clients became unresponsive to emails, cancelled meetings, and eventually didn’t meet revenue forecasts in year two of the relationship.
Consultative Selling
We looked at the account teams’ Salesforce dashboards and found a few glaring problems.
The regular client touch points were lacking meaningful structure, there were no tools in place to measure the impact of the agency’s services, and there was no system for cross-fucntional collaboration to generate account growth.
Without these processes in place, the client was doomed to be ‘one and done’.
The Fix
We developed three high-impact solutions:
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Implemented a process to measure the impact of the agency’s highest revenue services and established a method to report on their progress, ensuring continuous sharing of their value and impact.
Established a cross-functional process to generate account growth that included identifying opportunities, taking meaningful actions, and allocating clear ownership across teams.
Created structure and a template deck for quarterly Executive Business Review meetings.