Client reporting isn’t fun, but it’s vital for client satisfaction and client retention. Here’s my philosophy on client reporting, based on my work with agencies in dozens of countries.
Want to boost client retention at your agency? Here’s how to implement quarterly client satisfaction surveys.
Trying to solve a problem at your agency? Don’t get distracted by the symptoms alone—different problems can have the same symptoms. You need to analyze the pattern of symptoms to find the real root cause(s), so you can fix things.
Be prepared for account manager turnover at your agency. Are you ready if your top client’s contact quit? Here’s what to do when it goes down fast. The key is to be strategic, not reactive.
How much annual client turnover is “normal” for an agency like yours? The right answer depends on whether you focus on retainers or project-based work. For retainers, ideal is under 20% client turnover by revenue. For project based agencies, 30-50% is OK if you have a plan to replace the revenue.