Leadership Teams
When 20–25% of your customers generate 75–80% of your revenue, you can’t afford to be wrong about which ones are actually safe.
Most leadership teams believe they know. They’re tracking satisfaction scores, recommendation likelihood, relationship health — and those numbers look fine. But satisfaction and recommendation don’t predict retention. We’ve proven it, repeatedly, across 25+ years of research: some of your most loyal, highest-value customers score low on satisfaction and likelihood-to-recommend for reasons that have nothing to do with whether they’ll stay. And some who’d rate you highly and happily recommend you to a competitor are already halfway out the door.
We work with leadership teams who want to know — not guess — what their best customers actually value, where expectations are quietly shifting, and which relationships genuinely need attention before renewal conversations happen, not after.
Our Clients Include
- B2B organizations protecting revenue concentrated in a small number of high-value accounts
- Professional services firms balancing client retention with the employee engagement that drives it
- Associations and membership organizations who need to know which members are actually re-subscribing — not just which ones score well on a satisfaction survey
If your top 20% looks stable on paper, that’s exactly when it’s worth checking the number that isn’t paper-thin.
What Our Clients Have in Common
- Concentrated revenue – a few high value clients who account for 75-80% of revenue
- B2B organizations with high value clients/customers with revenue exposure
- Organizations losing customers for “unknown” reasons
- A commitment to continuous improvement and long-term success
- An openness to honest feedback and practical solutions
If your organization is a fit, let’s talk.
Contact Us to start building stronger relationships that preserve revenue today.
