The ultimate customer feedback. Only for major customers.
Insight into strategic accounts
- Learn what your clients expect, no more missed opportunities!
- Personal conversations with all decision makers
- No guiding questions, but an open dialogue
- The interview in which decision makers gladly participate
- Verbatim conversation reports with unfiltered information
- We've been doing this for 35 years, so we know what to ask for
- We know how to spark your team
We have been doing this for more than 35 years
Spoke to more than 2000 decision makers
Worldwide, 6 continents
Insight and immediate action
PostMortem Audits are our basis
More than 35 years ago, Tenacity was born from an assignment to discover why customers were lost. In personal interviews with customer decision-makers, we were often told: “If you had asked these questions a year earlier and then acted on them, we would probably still be a customer today.”
And this turned out to be incredibly true! In-depth personal interviews by an independent third party, focused on the value perception of customers, consistently prove to be indispensable for contract retention and developing profitable collaborations.
Het verlies van een grote klant, een belangrijke offerte of een uitbreiding bij een waardevolle relatie is zelden een kwestie van prijs alleen, hoe graag uw klanten en uw medewerkers u dat ook willen laten geloven.
We still start every collaboration by getting into the minds and hearts of your customers.
We then use the outcomes of these interviews to move your organization forward, both strategically and at the account level
En nee, we halen daar niet de waarheid op. De door de klant gedeelde inzichten zijn hun perceptie van de waarheid. En al hun toekomstige beslissingen worden genomen op basis van die perceptie en niet op de feiten.
The power of the approach
More important than the truth is the customer perception.
A FreshEyes Review report therefore details exactly what the customer said, allowing you to draw your own conclusions. This is what makes the instrument so powerful. Additionally, Tenacity provides its findings on the status of the collaboration.
We interview the 3 to 5 most important stakeholders of the account. These are the individuals who, based on their position and/or role, have the ability to continue or terminate the collaboration, or who can significantly influence these decisions. (We call this the Web of Influence®.)
We speak with them solely to understand their perspective. Tenacity has no vested interest in these interviews because we have nothing to sell, explain, or defend. Without exception, customers appreciate your investment in the relationship and the opportunity to discuss their expectations in a structured manner.
Easy to deploy
Post Mortem Audits
Wanneer een klant de samenwerking opzegt is dit zelden vanwege de prijs alleen. In 80% van de gevallen gaat het om een gebrek aan beleefde waarde. Hoe waardevol zou het zijn als u de werkelijke redenen kent?
You will not get your client back but you will get very valuable insights from which you can learn lessons for the future, lessons that have a particularly positive effect on your organization's ability to win and retain customers.
A PostMortem Audit has major similarities with the FreshEyes Review. We will enter into discussions to find out what real reasons led to the termination of the collaboration. We explicitly ask open questions and listen with the aim of understanding, not to give an answer.
We execute PostMortem Audits to analyse lost deals. It is extremely valuable for improving the sales processes in which you often invest for years.
Knowing more?
Or order these books
What your clients won't tell you....
These books introduce you to the philosophy and tools of the Clients for Life® client retention process, which leading organizations in the managed services world use to manage and protect their strategic accounts against competition. Pragmatic, structured and proven effective.
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