B2B services organisation with slow growth?
You're driving growth of revenue and reputation. But despite your best endeavours it's evasive
You experience frustrating situations such as getting one new piece of business, but losing another.
You understand that success requires more than delivering great products or services and your gut tells you something is not working
Do you have strong and active relationships with your clients? How systematised are they?
Maybe it feels impossible to ever get the bandwidth to review, because you are focused on internal issues. Other challenges always get in the way and you may think "things are probably working well enough". But in our experience if that is what you are thinking you are already at a disadvantage
Many companies share this experience, but it doesn't have to be like this
We offer the opportunity to boost your client relationships and give you a new edge in the competitive markets you serve
Challenges you may be facing
1. Revenue not growing at the rate you expect or need
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Services are strong, yet your existing client accounts are not growing as you would like
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Client churn is increasing
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New clients not delivering expected revenues
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You are not confident of your pipeline
2. You are relying on <5 clients for most of your revenues
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You have added new clients, but they have not reduced this over-reliance
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You are worried that one of these key clients is about to walk
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You think these relationships are so long standing, your team takes them for granted and they have become transactional
1. Conflict and trust breakdown
Unresolved disputes and mismanaged expectations are eroding trust with stakeholders
Historical conflicts or reputational risks are creating barriers to future growth
At crisis point with litigation starting?
2. Success hanging in the balance
High-stakes negotiations, partnerships, events have reached a critical juncture
Immediate important opportunities need support
Help needed with strategy behind the pitch and the presentation
3. You aren't a strategic partner
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Your client team doesn't know of their strategic challenges
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You aren't included early on with project opportunities
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The most senior advocate for you at this client has left and you no longer have this level of support
4. You need to counter competitor activity
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You've seen your competitors nibbling at your business
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You don't know if your client facing teams are addressing the issue sufficiently
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More business is going out to tender and you don't have the depth of relationships to counter
5. Client relationships drifting
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Relationships have become transactional and there is no loyalty
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Clients not appreciated and are taken for granted
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Clients or partners are disengaged, slowing growth and increasing churn risk
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You only find out there is an issue when you see the numbers on the P & L and by then its three months too late
6. Commercial teams need support
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You have always relied on a rainmaker or two, but recently that hasn't been working
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You aren't confident in the numbers the commercial team are saying
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They aren't delivering the numbers and recently a client has left
Alternative actions
You will have good options, one of them will be to contact us at Symbioss
These are the thoughts that might stop you from doing anything:
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We already have a key account plan, why do we need this as well
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We have invested in a CRM, why do we need a different programme?
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We don't think you can measure a relationship
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It will probably be OK
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We rely on our rainmakers
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We can build something ourselves and don't need experts
Doubts are entirely understandable, however it is time to become more systematised with your client relationships. In our experience taking meaningful action will ensure your growth issues are at the least better understood and managed
Added management benefits from this approach
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Strategic approach to working with clients
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Less waste as client teams understand where to focus
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Leadership team gains clarity, business risk reduced, investment decisions improved
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Competitive advantage – relationship management so key
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And if you publish the data:
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Clients are more likely to connect as its lower risk, they can rely on a dedicated approach to client management
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Clients see you view relationship management as vital
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