For commercial leaders in business services
More growth from
existing customers.
Customer retention
above 95%.
Better collaboration
between Sales,
Account Management and
Operations.
WHEN THE SAME PROBLEMS KEEP COMING BACK
A lot is going well.
Complaints, escalations and necessary rework still take up a lot of employees’ time. They demand management attention and cost money. Even when revenue, margins and profits are on track, you could put your energy to better use. When similar problems recur across different customers, that points to friction in the way your organisation works.
Wouldn’t you rather prevent that?
ASK YOURSELF
TENACITY
Discover where the problems originate.
And why.
The place where disappointment or complaints become visible is not always where the cause lies. With our performance/friction model, we make the root causes visible. We investigate what customers expect, where that information gets lost, and where friction arises in the commercial way of working. Perhaps the right skills are missing, the desired behaviour could be better supported, tensions arise between departments, or responsibilities and roles are unclear. Then we work together to improve the way of working.
TENACITY CLIENTS
OUR APPROACH
From insight to a service customers never want to leave.
Insight
We leggen bloot wat de oorzaken zijn. Wat veroorzaakt de teleurstellingen en klachten die correctie vragen? Wat kunnen we doen om die frictie weg te nemen?
External: FreshEyes® Reviews make current customers’ expectations visible. PostMortem® Audits investigate why customers left.
Internal: the Friction Audit shows what is getting in employees’ way.
ORGANIZE
We verbeteren de organisatie. De externe en interne inzichten gebruiken we om processen, informatieoverdracht en de samenwerking tussen Sales, Accountmanagement en Operations te verbeteren. We borgen voordat we implementeren.
ACCELERATE
We make it easier to do great work. Training, practical tools and AI help employees have better customer conversations, use customer information well, and sustain improvements.
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