Playbooks and templates
Practical how-to guides, frameworks and templates for client service and account teams.
Client Segmentation: Models and How to Segment Clients
A practical guide to client segmentation for client services and account teams. Learn the main models, a step by step method, and how to match a service level to each segment.
How to Re-Engage Inactive Customers Before They Churn
A practical guide to re-engaging inactive clients and winning back churned customers. Why clients go quiet, a step by step approach, and re-engagement email examples you can use.
Client Workshop Role in Enterprise Relationships
Client workshops can play a significant role in building strategic relationships in the B2B context. When conducted thoughtfully, workshops can help foster trust…
How a B2B Customer Journey Map can be utilised in Professional Services
How a B2B customer journey map helps professional services firms understand and improve their clients' experience.
How to Create a Client Advisory Board
What a client advisory board is, why companies run one, and how to set one up to get honest feedback on products, services and strategy.
Key Principles in Strategic Client Management
Strategic client management is an ongoing process that involves building and maintaining strong relationships with clients to achieve business objectives. It requires a…
Why Is Stakeholder Mapping Important in Managing Client Relationships?
Successful client management relies on understanding your clients, identifying their needs and understanding how best to engage with them. Stakeholder mapping is a…
What drives higher Revenue & CSAT in the top 10% of clients.
The Best vs The Rest: a first-of-its-kind benchmark drawn from 1M+ calls, 10M+ emails and thousands of chat messages, all anonymised. It compares client service professionals where relationships grow with those where they slip away, and shows the 8 behaviours that mark the top 10% of account teams, the KPIs that lead to happy clients and the CARE framework.
