The Best vs The Rest.
What drives higher Revenue & CSAT in the top 10% of clients.
A first-of-its-kind benchmark drawn from 1M+ calls, 10M+ emails and thousands of chat messages, all anonymised, comparing the activity of client service professionals with clients where relationships grow versus the ones that slip away.
- The 8 behaviours that consistently mark the top 10% of account teams
- The KPI's that lead to happy clients
- The CARE framework, how the patterns cluster into four pillars
Three numbers that say it all.
2.2×
More risks surfaced at top-performing accounts than at bottom-performing ones. The accounts that look quiet and healthy are usually not the healthy ones, silence is absence, not stability.
Source · The Risk Paradox66%
Of all client-facing calls handled by just 25% of account managers. Maximise coverage across the entire client portfolio and team.
Source · The AM Power Law1.84×
More calls per account manager on top-performing clients, at the same portfolio size, the same email-to-call ratio, the same talk-time share. Top accounts aren't a different conversation. They're more of the same one.
Source · The Ideal AM ProfileUnique Insights. Real Actions You Can Take.
If you care about client retention & growth, this is for you.
Heads of Client Services & CS
Set the bar for the team. Benchmark, retrain, repeat.
Account Directors & Managers
See where your book sits, and what to change on Monday.
Agency Leaders
Operating system for client-facing teams at scale.
Founders & CEOs
Retention is the lever. Here's what moves it.
C-Level teams
82% of expansion is inbound. The data on how to catch it.
Heads of AI & CTO's
The metrics, the tooling, the workflow. Page 28 onward.
Get the full report.
The Best vs The Rest.
CARE: how the patterns cluster.
Pillar 01
3 behaviours
C
Client Satisfaction with the work
How happy is the client with you and the work being delivered.
4.2×
More proactive comms per account at the top decile
Pillar 02
2 behaviours
A
Activity with stakeholders
Stakeholder coverage and account context. Top teams know who matters, what's changed this week, and the shape of the next conversation.
73%
Of top performers maintain a live stakeholder map
Pillar 03
3 behaviours
R
Relationship strength
Strategic partner or just a vendor? Is rapport, trust and sentiment where it needs to be?
2.1h
Median first response at the top 10%
Pillar 04
3 behaviours
E
Expansion opportunities
Inbound signal capture and conversion. The quiet ask in passing, or the proactive suggestion of how you can grow their business.
82%
Of expansion revenue comes from prioritising commercial conversations early