The Client Retention Matrix

Book excerpt: In the first book of the Conversations Made Easy series, entrepreneur, speaker, and consultant Chris Jennings taught you how to win more clients. Now he's teaching you how to keep them. Client relationships are the lifeblood of any business, yet so many business leaders fail to develop any kind of organized, team-wide methodology for making sure clients stay happy, stay committed, expand their business, and consistently refer new clients. They know they have a problem, because client opportunities die on the vine. Their teams are overworked and stressed. Projects stall or flame out completely. Everyone in the company is busy, but profit margins aren't where they should be. If this sounds familiar, then this book is for you. The Client Retention Matrix provides practical actions and a proven system for turning high-stress client relationships into long-term, mutually beneficial partnerships. You'll learn how to onboard new clients for optimal success; how to turn difficult conversations into opportunities for connection; and most importantly for your business, how to get everyone in your organization equipped and motivated to create an all-star client experience. Your clients will stay longer, and they'll create a referral pipeline that will take your business to the next level. It's time to stop the cycle of stress and turnover and start building client relationships that last. The Client Retention Matrix is your playbook for turning things around-starting right now.