Tenacity | Client Retention Consultants

Over 100,000 Copies Sold

Founder John Gamble has authored two books explaining Tenacity’s core beliefs around client retention and loyalty. Collectively they’ve been purchased and read by over 122,000 service management employees around the world.

"What Your Clients Won’t Tell You And Your Managers Don’t Know" was written in 1995 and is now in its fourth printing.

"Why Good Clients Fire Great Companies", introducing Revelation X^SMwas written in 2001 and is now in its second printing.

Right Clients,
Right Terms^®
The very worst thing any management team can do is to allow the sales organization to determine the strategic direction of the firm by selling to anyone that wants to buy.
PostMortem Audits^sm
Knowing why you lost the account is critical to avoiding more losses in the future. The problem is getting past the egos and biases of your own team Uncovering the truth about losses is the only way to prevent the same things from happening again and again.
FreshEyes^® Review
PostMortem Audits are incredibly valuable. What's even more valuable is to have a 3rd party assessment of client health while there's still time to correct potentially lethal problems.

Common Threats Analysis
When you identify the root causes of client attrition, common themes emerge that often impact the whole organization, not just sales. Senior management must address these systemic issues or they'll undermine the organization's ability to protect its business.
Employee Education
The Employee Education process involves sharing the practical methods necessary to understand and manage client expectations, nurture your professional relationships, and proactively deliver your firm's technical expertise.
Web of Influence^®
Accounts are most vulnerable to loss when staff changes happen on either side of the desk. Single relationships become single points of failure. You simply cannot allow your business success to be dependent on any one relationship.

Relevant Value
Too many account managers try to maintain clients by offering services or solutions that mean nothing to them. Only by understanding and quantifying client expectations can we position ourselves to create maximum value.
Team Account Retention Planning^tm (T.A.R.P^tm)
Traditional account retention approaches fail because they do not take into account the realities of the renewal process.
Client Retention Process