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B2B-Focused Session: Our Largest Client Just Fired Us - I Thought They Were Happy… What Happened?

Presenter


Peter Duggan, Head of Client Relationship Management- Computershare Shareowner Services

Session Overview

This workshop covers tools, techniques and processes for measuring and improving customer satisfaction, loyalty and retention in a B2B environment including Net Promoter methodology, Independent Surveying; managing “Clients at Risk” and “Critical Incidents” in the client experience.

The workshop also covers how to move from client retention to growth and  explores methods for gathering, prioritizing and acting on customer feedback and the best ways to communicate the results of client feedback in an effort to improve satisfaction and loyalty. We will also cover such questions as:  How much satisfaction is enough? And How valuable is “Referenceability”?

This workshop is designed for those who manage client-facing staff.

Attendee Business Benefits:

• Attendees will learn a variety of techniques that may be applicable in their business environment
• Attendees will discuss collectively best practices in Client Relationship Management
• Attendees will be introduced to available tools that can improve their relationship management process.