Client

Fortune 500 financial services firm

Challenge

  • Relationship with a key account was weak
  • Client was preparing a request for proposals from other suppliers

 Brookeside Approach

  • Scheduled an urgent meeting with top executives
  • Used salesEQUITY to analyze the relationship (a low Transactional)
  • Recommended interventions based on the analysis

Results

  • Shifted the customer relationship to “Trusted Advisor” status
  • Kept the $6 million client from defecting to a competitor
  • Gave the company a chance to sell and cross-sell to this client again and again

Client

$5 billion financial services company

Challenge

  • Company didn’t understand client relationships and was losing 14% of its client each year
  • Account and sales teams weren’t capitalizing on upsell and cross-sell opportunities
  • Lack of accountability for sales objectives at the executive level

Brookeside Approach

  • Used salesEQUITY to analyze the firm’s client relationships
  • Taught account and sales teams how to better communicate their value proposition
  • Helped streamline sales and client service processes
  • Facilitated a redesign effort to support the new processes

Results

  • Client retention increased from 86% to 94%
  • Boosted sales 35%
  • Reduced cost of sales by 41%
  • Increased market share from 26% to 39%

Client

Global financial services firm

Challenge

  • Clients saw the company’s customer-facing teams as expert but unwilling to learn about their needs
  • 10% of the client base was being lost each year

Brookeside Approach

  • Used salesEQUITY to show how the firm could improve its client relationships
  • Shifted the company to a more rigorous, data-driven method for analyzing client loyalty

 

Results

  • Increased the proportion of customers who perceived the company’s sales and service people as Trusted Advisors from 14% to 22%
  • Margin on retained contracts ran 30% above budget
  • Increased company revenues by over $100 million per year

Client

World-leading financial services company

Challenge

  • Changing marketplace
  • Slowing growth
  • Difficulty retaining clients

Brookeside Approach

  • Loyalty Knowledge Book
  • In-depth, case-study analysis of former, current, prospective and returning customers
  • Buyer-type segmentation and profiling

Results

  • Integrated account management process
  • Margin on retained contracts ran 30% above budget
  • Increased company revenues by over $100 million per year

“Our firm has a tendency to let things stall and then die. Brookeside is working miracles.”

          -Market Research Director