A team realized they were focused on selling and delivering results but ignoring relationships. They hired dedicated account managers with communication KPIs, which kept clients longer and prevented churn from outpacing new sales.
Really being diligent about the relationship with the client. We struggled with this early on because we were so focused on selling and doing the work, really getting the client good results, that we didn't have a proactive strategy to manage the relationship. So to make sure that the customer felt the love and that they knew what we were up to and that they felt like it was a continuing business relationship. And so when we made that connection and started to have some account managers in place that had specific KPIs in terms of communication with the customer base and, and the ongoing relationship, that was when things really started to click because we were able to get the clients, get them good results, but then also have a long-term relationship that sustained itself. Because if the clients are leaving faster than you're selling, you know, you can have the best business model in the world, but you won't be accomplishing your goals.
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