Major Client Relationship Insights
Leading education services provider suffered a 30% dip in share price after the loss of a major contract. An email from the CEO introduced Catalyst to internal and external stakeholders as independent experts, leading a listening exercise.
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Internal stakeholder engagement to identify information needs
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Discovery phase to ascertain customer expectations and gaps
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180 degree stakeholder study
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Customers rate supplier on key criteria
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Internal stakeholders rate their own performance
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Quant and qual style questions
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Baseline measure on service delivery and brand attributes
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Supplier strength and weaknesses quantified
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Including internal-external ‘gaps’
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Key drivers identified
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Fix imperatives for high impact weaknesses
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Communication opportunities for high impact strengths
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Account specific improvement needs
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CEO communique thanking clients for their input highlighting study results and next steps
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Managing expectations and closing the loop
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New KPIs established
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Client contact regularity and reporting protocols
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Account management training organised for specific executives
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Update of account planning methodology
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Account specific ‘fix’ initiatives including hiring two new team members to assist with communications and client engagement
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No account losses in year one or two
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Repeat survey in year two involving additional markets
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Satisfaction improvements on most criteria
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Satisfaction improvements at every key account covered in wave 1
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No account losses in year three
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Global revenue increase amongst existing accounts
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Study learnings used as input into ongoing business development initiatives
