- Assess
- Create
- Execute
Assess Unique Solutions
- Capabilities Assessment
- FreshEyes® Review
- PostMortem Audit®
- Comprehensive Internal Assessment
- Client Health Assessment
Assess
The first step in any client retention strategy is understanding the truth of where you stand. An independent analysis of client perceptions and a clear view of relationship risks, internal performance, and company capabilities provides the foundation for protecting and growing your revenue. Without this clarity, retention efforts are based on assumptions, not reality, risking missed opportunities and hidden vulnerabilities. A disciplined, outside-in assessment ensures your strategy is built on facts, not guesswork.
Assess Unique Solutions
- Capabilities Assessment
- FreshEyes® Review
- PostMortem Audit®
- Comprehensive Internal Assessment
- Client Health Assessment
Capabilities Assessment
A Capabilities Assessment is a focused, strategic review designed to evaluate how well your organization is equipped to retain, grow, and serve the right clients. It examines core practices, team behaviors, decision-making patterns, and leadership structures to identify what’s working, what’s missing, and where there are risks or untapped potential. The outcome is a practical, actionable view of your internal strengths and blind spots—so you can align your efforts, invest where it matters most, and build a foundation for long-term client success.
Assess Unique Solutions
- Capabilities Assessment
- FreshEyes® Review
- PostMortem Audit®
- Comprehensive Internal Assessment
- Client Health Assessment
FreshEyes® Review
A FreshEyes® Review is a focused, objective diagnostic that brings an external perspective to your most critical client relationships. Through in-depth, one-on-one conversations between our experienced partners and your key stakeholders, we uncover early warning signs, hidden risks, and missed opportunities that often go unnoticed from inside the organization.
This isn’t a performance review—it’s a strategic insight session that reveals what your clients are truly experiencing. The outcome: actionable guidance to protect revenue, strengthen trust, and position your team for long-term growth.
Assess Unique Solutions
- Capabilities Assessment
- FreshEyes® Review
- PostMortem Audit®
- Comprehensive Internal Assessment
- Client Health Assessment
PostMortem Audit®
A PostMortem Audit is a structured, candid review of a client relationship or major engagement that unfortunately has been lost. Whether it ended in a loss, a disengagement, or simply fell short of expectations, this process helps you unpack what happened, why it happened, and what must change going forward.
We go beyond surface-level analysis to identify the missed signals, internal breakdowns, and decision-making gaps that contributed to the outcome. Through targeted interviews, pattern recognition, and executive debriefs, we turn hindsight into foresight—so the next time, you catch the risk early or capitalize on the opportunity.
Assess Unique Solutions
- Capabilities Assessment
- FreshEyes® Review
- PostMortem Audit®
- Comprehensive Internal Assessment
- Client Health Assessment
Comprehensive Internal Assessment
A Comprehensive Internal Assessment is an in-depth examination of the systems, behaviors, and structures that shape your client experience from the inside out. We engage directly with cross-functional teams—from leadership to frontline delivery—to uncover misalignments, friction points, and strengths that often go unnoticed in the day-to-day.
This isn’t about audits or checklists. It’s about surfacing what’s truly driving client success—or quietly undermining it. The outcome is a clear, honest view of your organization’s ability to support, grow, and retain the right clients. You’ll receive a detailed roadmap of what must be reinforced, redesigned, or removed to build a more scalable, client-aligned operation.
More than anything, it reveals your company’s true client retention readiness—whether you’re simply paying lip service or operating as a fully Committed Partner.
Assess Unique Solutions
- Capabilities Assessment
- FreshEyes® Review
- PostMortem Audit®
- Comprehensive Internal Assessment
- Client Health Assessment
Client Health Assessment
The Client Health Assessment is a practical, frontline tool designed for client-facing employees to evaluate the strength of their relationships in a structured, reflective way. It helps surface early warning signs, engagement gaps, and unmet expectations that might otherwise go unnoticed.
Through a quick, guided self-assessment covering communication, stakeholder engagement, and alignment on expectations, teams gain insight into how their clients are truly experiencing the partnership. It’s not a client satisfaction survey—it’s a candid, internal review that supports coaching, accountability, and proactive relationship management.
This assessment gives organizations a repeatable way to identify at-risk accounts, share best practices, and improve client outcomes from the inside out.
Create Unique Solutions
- Right Clients/Right Terms®
- Lessons Learned & Warning Signs
- Client Journey
- Account Placement
Create
Successful client retention starts with leadership creating a clear, disciplined strategy built on a proven process. By formalizing key elements like Right Clients/Right Terms®, Lessons Learned, Warning Signs, Account Placement, the Client Journey, and Account-Based Marketing, companies move from reactive to proactive relationship management. A structured approach ensures every client interaction strengthens loyalty, protects revenue, and drives long-term growth — turning retention from a hope into a strategic advantage.
Create Unique Solutions
- Right Clients/Right Terms®
- Lessons Learned & Warning Signs
- Client Journey
- Account Placement
Right Clients/Right Terms®
The Client Health Assessment is a practical, frontline tool designed for client-facing employees to evaluate the strength of their relationships in a structured, reflective way. It helps surface early warning signs, engagement gaps, and unmet expectations that might otherwise go unnoticed.
Through a quick, guided self-assessment covering communication, stakeholder engagement, and alignment on expectations, teams gain insight into how their clients are truly experiencing the partnership. It’s not a client satisfaction survey—it’s a candid, internal review that supports coaching, accountability, and proactive relationship management.
This assessment gives organizations a repeatable way to identify at-risk accounts, share best practices, and improve client outcomes from the inside out.
Create Unique Solutions
- Right Clients/Right Terms®
- Lessons Learned & Warning Signs
- Client Journey
- Account Placement
Lessons Learned & Warning Signs
Every client relationship leaves behind clues—some worth repeating, others worth avoiding. But without a deliberate process, those lessons stay buried in inboxes, lost in turnover, or dismissed as “just how it went.” That’s where we come in.
We help organizations extract, structure, and formalize Lessons Learned in a way that turns scattered insights into strategic guidance. Through facilitated sessions, cross-functional discussions, and proven frameworks, we surface the patterns that lead to success—and the missteps that quietly sabotage growth.
Alongside that, we help teams identify and name early Warning Signs: those subtle shifts in tone, behavior, or engagement that signal a client may be drifting or dissatisfied. Most organizations notice too late. We help you build the awareness to catch it early and act with confidence.
The result is a repeatable system that moves learning from hindsight to foresight. We don’t just help you reflect—we help you codify, coach, and course-correct so every team is better equipped the next time around.
Create Unique Solutions
- Right Clients/Right Terms®
- Lessons Learned & Warning Signs
- Client Journey
- Account Placement
Client Journey: Retention & Growth by Design
The client journey doesn’t begin when the contract is signed—it starts with the first handshake. From that moment forward, everything your team says, does, and delivers either builds trust or weakens it.
We help organizations view the client journey through the lens of long-term retention and smart growth—not just initial delivery. That means aligning Sales, Delivery, and Success teams from day one around what the client truly needs, what the business can sustainably deliver, and how to make the relationship stronger over time.
We guide you through designing and operationalizing a journey that includes:
– Setting clear, shared expectations early
– Ensuring a clean handoff from Sales to Delivery
– Building regular client feedback loops that go beyond satisfaction
– Training internal teams to spot opportunity and risk signals in real time
– Creating structured moments for reflection, innovation, and expansion
Most client journeys are reactive. Ours is built to retain, grow, and scale—with intention.
Create Unique Solutions
- Right Clients/Right Terms®
- Lessons Learned & Warning Signs
- Client Journey
- Account Placement
Account Placement: Aligning Resources with Return
Not all accounts are equal—and treating them that way stretches teams thin, burns out top performers, and leaves real growth on the table.
Account Placement is the discipline of evaluating client accounts both quantitatively and qualitatively to determine where your time, talent, and investment will deliver the highest return. We help organizations step back and ask: Which accounts are most valuable? Which have the most potential? Which drain resources with little payoff? And what, exactly, should we do about it?
Our process blends hard data (revenue, profitability, growth potential) with real-world insight (relationship strength, strategic fit, internal alignment) to give companies a clear view of where each account truly stands. From there, we guide your teams through how to place accounts in defined tiers, assign the right level of support, and align resources accordingly.
It’s not just a spreadsheet exercise—it’s a strategy for focus, retention, and smarter growth. When teams are aligned around the right accounts with the right expectations, performance follows.
Execute
Execution is where client retention strategies succeed or fail. It requires more than a plan — it demands training and upskilling every customer-facing employee to deliver at a higher level. Building a strong Web of Influence®, setting and managing clear Expectations, and consistently Solving Today while Shaping Tomorrow ensures that every client interaction reinforces trust, strengthens relationships, and drives loyalty. Without the right skills and focus, even the best strategies will fall short.
Expectations: Where Retention Starts (and Often Fails)
Client success doesn’t break down because people aren’t working hard—it breaks down because expectations weren’t clear, aligned, or managed over time.
We help organizations bring discipline to setting, sharing, and tracking expectations—on both sides of the relationship. This isn’t just about scoping work. It’s about creating a mutual understanding of what success looks like, what each side is responsible for, and how those expectations evolve.
Too often, expectations go unspoken or assumed. That’s where friction grows. We guide teams through the process of making expectations explicit early on, revisiting them regularly, and documenting what’s been agreed to at every stage of the client journey. We also train teams to ask the right questions, surface gaps, and reset expectations before they become resentment.
We help companies stop managing disappointment and start managing clarity. When expectations are aligned, trust builds. When they’re ignored, even great delivery won’t save the relationship.
Web of Influence®: Navigating the People Who Shape the Partnership
Every client organization has a web of influence—a network of formal roles, informal power, and shifting priorities. Success doesn’t just depend on what you deliver; it depends on who you connect with, how you show up, and whether you understand the internal dynamics that drive decisions.
We help companies map and navigate this web with purpose. That means identifying key stakeholders, understanding their goals and concerns, and building strong, trust-based relationships at multiple levels—not just with your primary contact.
We go beyond org charts. We help you recognize hidden influencers, gatekeepers, champions, and skeptics. We assess relationship strength, visibility, and risk across the account, so you’re never blindsided by a decision that was made out of sight.
When the Web of Influence® is understood and engaged intentionally, it protects revenue, accelerates growth, and makes your team harder to displace.
Technical Delivery: Solving the Problems of Today and Tomorrow
Great technical delivery doesn’t just solve the problem in front of you—it builds trust that you can solve what’s coming next.
We help companies move beyond reactive execution by strengthening the delivery engine at its core. That means ensuring the right experts are in the room, work is scoped and staffed appropriately, and delivery teams are aligned with what the client actually needs—not just what was promised in the SOW.
We coach teams to communicate proactively, flag risks early, and turn day-to-day interactions into opportunities to show strategic value. When delivery teams understand not just the work, but the client’s business context, they earn influence—not just satisfaction scores.
Our goal isn’t perfection. It’s confidence. Confidence that the work is in good hands, that issues won’t catch anyone off guard, and that your team can deliver not just on today’s needs, but tomorrow’s expectations.