The Client Retention Crisis

Three of our ten largest clients signaled non-renewal intentions within two weeks. Combined, they represent 18% of annual revenue.

Senior leadership assembled a cross-functional response team within 48 hours. Each at-risk account received a dedicated executive sponsor and a customized retention proposal.

Root causes varied: one client consolidated vendors after acquisition, another was dissatisfied with delivery quality, and the third was swayed by a lower-priced competitor.

Two of the three agreed to renew with revised terms. The third departs at term-end. The post-mortem will examine whether early warning signal were missed and how sponsor engagement must evolve.