Tenacity | Client Retention Consultants

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Most Consultants Provide Reports.
Tenacity delivers measureable results.

Consulting

Tenacity Incorporated is the world leader in providing comprehensive consulting services focused on client retention and loyalty. Tenacity principals share proven best-practice methodology (through our Clients for Life® client retention process) to increase your client retention rate and enterprise profitability.[Read More]

Workshops

The tenets of the Clients for Life® client retention process are available, in seminar form, to firms of all sizes. These one- and two-day workshops provide proprietary tools and methodologies that have successfully guided some of the world’s leading companies in protecting their client portfolios and improving loyalty.
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Team Account Retention Planning (T.A.R.P)

Traditional account approaches fail because they rely solely on the performance of the operations organization. TARP is a facilitated offsite planning session involving all relevant stakeholders that helps account teams coordinate their efforts and protect their key accounts.

TARP integrates all of the elements of the Clients for Life®client retention process to align your team around the things that matter to your client. [Read More]

3rd Party Performance Assessments

One of the keys to effective client retention is understanding what your clients actually think of their relationship with you and the relevant value of the services you provide. In order to gain this understanding, Tenacity consultants personally interview selected clients to benchmark service delivery against current best practices and assess the risk of client loss. [Read More]

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Consulting

Your competitors have adopted formal processes to take your business away from you. Don’t your account executives and operators deserve a formal process to defend your clients from competitive threats?

The Clients for Life® client retention process formalizes the understanding and management of expectations, the cultivation of professional relationships and the pro-active delivery of technical expertise. The discipline of the Clients for Life® client retention process creates and documents value. Value, in tandem with professional relationship management, creates powerful and sustainable client loyalty.

A Tenacity principal leads each consulting engagement and oversees the implementation and integration of the Clients for Life® client retention process within your organization. The Clients for Life® client retention process has proven to be an effective, scalable and sustainable way of doing business that leads to the highest levels of retention and loyalty.

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Workshops

Attending a Tenacity workshop will help you understand:

  • Three things you must manage to retain clients
  • How clients create the expectations they use to judge your performance
  • Using the Transition MeetingSM as the tool for achieving consistently effective start-ups
  • Using The Expectations Meeting as an effective process to understand and consolidate the expectations of existing clients
  • The dilemma of the Expectations ParadoxSM and what to do about it
  • How to create, maintain a Web of Influence® within your accounts
  • The keys to developing rapport and trust in business relationships
  • The Transition LiteSM strategy for effectively responding to client changes in your accounts
  • Understanding Revelation XSM and how it drives the client's perception of Relevant Value
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Team Account Retention PlanningSM (T.A.R.PSM)

Traditional account approaches fail because they rely solely on the performance of the operations organization. TARP is a facilitated offsite planning session involving all relevant stakeholders that helps account teams coordinate their efforts and protect their key accounts.

TARP integrates all of the elements of the Clients for Life® client retention process to align your team around the things that matter to your client.

Team Account Retention Planning SM(TARPSM)

T.A.R.P covers:

  • Identifying what the account/business is worth...today!
  • Understanding the risk profile using Tenacity's Revelation Xsm analysis
  • Understanding the relative strength of the Web of Influence® by analyzing key relationships at the account level and beyond
  • Understanding the client’s perspective on your performance by conducting a FreshEyes® Review prior to the session
  • Access to a complete financial review
  • Getting all key stakeholders involved in protecting key accounts

When your team has completed the TARP offsite, they will have the plan, the tools and the mindset to maximize your ability to retain key accounts.

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3rd Party
FreshEyes® Reviews

FreshEyes® Reviews are in-depth personal interviews with the decision-makers of your current clients. The interviews, conducted by Tenacity consultants, serve as an assessment tool to assist in understanding the status and risk profile of key accounts. Service delivery is benchmarked against industry best practices. Output focuses on expectations achievement, technical delivery, management of relationships and the execution of key Clients for Life® process components.

PostMortem Audits™

In addition to assessing the health of existing key client relationships, Tenacity also analyzes key losses. PostMortem Audits™ help you understand your major losses from the client's perspective – what caused your client to leave, not renew the contract, or not award the contract to your company.

This defection analysis is designed to identify the key reasons behind the loss and identify the lessons to be learned. Output counsels senior management in implementing the steps necessary to prevent the organization from making the same mistakes again.

Clients receive both FreshEyes® Reviews and PostMortem Audits™ very positively. They feel highly valued knowing that you have invested in the relationship by seeking directed feedback from independent 3rd parties.

CLIENTS FOR LIFE LEARNING CENTER

  • Video 1

    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.
  • Video 2

    PostMortem Auditssm

    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.
  • Video 3

    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.
  • Video 4

    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.
  • Video 5

    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.
  • Video 6

    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.
  • Video 7

    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.
  • Video 8

    Team Account Retention Planningtm (T.A.R.Ptm)

    Traditional account retention approaches fail because they do not take into account the realities of the renewal process.
  • Video 9

    Client Retention Process