The Client Success System

Cultivating Loyal Client Relationships to Create ROCKsolid Growth

Relationship Building Strategies - ROCKbiz, Inc.

Whether you want to go next-level loyalty with a very happy client or resuscitate a valuable but at-risk client relationship – this Client Success System is for you. You can conduct these client conversations on your own with your team or team up with me to help you customize your approach. Either way, the end game is to deepen and solidify your priority client relationships so you can enjoy all the bottom-line benefits of loyalty economics. Loyal clients buy more from you, recommend you to others and advocate for you in the marketplace. It all points to growth.

Each stage in this Client Success System is important and each comes loaded with benefits. See the details below as to what you’ll gain at each stage.

Here’s a sampling of the many ways we can work together:
  • Consult with your leadership team to customize and implement this Client Success System enterprise-wide and create the accompanying internal and external communication campaigns to achieve your intended results.
  • Prepare and coach your team behind the scenes for any stage of the Client Success System and rehearse to foster optimal results.
  • Customize client conversation outlines for you and/or your team for any type of client situation; craft high-gain client questions to move you towards your stated success factors.
  • Facilitate strategy sessions internally with your engagement team and/or externally to include your client’s team as well.
  • Meet independently with your priority clients to gain an objective viewpoint on their overall client experience with you and your company/firm; provide you detailed Voice of The Client reports and recommendations.

Protect + Expand Your Client Base

CREATE: GAIN:
Relationship Building Strategies Customized, innovative skills, strategies, and solutions to deepen and expand your client relationships and deliver greater client value.
Customized Client Discussion Outlines A specific roadmap for an in-depth client dialogue structured to connect, convert, and achieve your stated success factors.
CONDUCT WITH YOUR CLIENTS: YOU GAIN:
Proposal Win/Loss Debrief Valuable market intelligence and insight that enables you to continuously sharpen your go-to-market strategy and increase your proposal win rate.
Visioning Session A clear understanding of your client’s vision, business imperatives, and insights to help you stay aligned with your client into the future.
Expectations Exchange A clear vision of what it will take to deliver a customized client experience and mutually win. The #1 driver of overall client satisfaction, by a ration of 2:1, is understanding needs and expectations upfront.
Mid-Project Checkpoint Assurance that all is on track for success. Confidence that you’re managing by fact rather than assumption.
Course Correction Conversation
(if/as needed)		 A collaborative issue resolution process that will enable your engagement team to restore trust and forward momentum with your client.
Client Loyalty Assessment Qualitative and quantitative feedback to develop a continuous improvement action plan to advance client loyalty, growth, and advocacy.