Many trends have accelerated off the back of the pandemic. In particular, we talk about technology and our human capital within the business. But what about our customers? How have future needs and desires evolved, and what are we doing to find out about it?
According to Bain & Co research, a 5% increase in customer retention rates increases account profitability between 25% and 95%. Imagine the impact if you can apply this effect to your biggest, best, and most lucrative clients – or more especially to those existing clients that have the potential to become the biggest, best and most lucrative.
This GBV highlights some of the challenging paradigms which can be barriers to getting KAM off the ground.