Book 02
The Client Retention Matrix
A How-To Guide for Growing Relationships: Proven Strategies to Keep Clients Longer, Increase Margins, and Guarantee Referrals
Inside the book
What happens after you’ve successfully converted prospects into clients?
The real opportunity is learning how to keep those clients, grow with them, and turn strong working relationships into long-term partnerships.
The Client Retention Matrix offers ten practical systems for building connections so valuable that clients stay longer, grow with you, and become a steady source of new business through referrals.
The result is more than business growth. It is a disciplined approach to creating meaningful client relationships that are profitable, durable, and difficult to replace.
Practical tools
Powerful systems you can put to work.
GoLive with Special Teams
Measure the live dialogue your team has with clients and prospects.
Onboarding New Clients
Set expectations early and train new customers to become exceptional long-term clients.
Client Organization Charts
Understand the people, roles, and relationships inside every client company.
Quarterly Business Reviews
Compare performance with expectations and create clear priorities for the next quarter.
Update Customer Goals
Understand how your work fits into each customer’s bigger picture.
Clear Handoffs
Move opportunities smoothly from sales into a well-run client success process.
Define Your Ideal Client
Focus on customers who value your work and fit your business.
The Client Experience Officer
Give someone clear ownership of making every relationship more valuable.
Renewals and Targets
Use practical standards for renewing agreements and setting growth targets.
Referrals to Your Clients
Become a steady source of value and business so the relationship is difficult to replace.
Put the ideas to work