For those of you who missed it, please find the charts from our recent Tenacity® Webinar. The charts give you an overview of Tenacity® Account Management Process. If you'd like to know more, please send us a message on Linkedin.

here is a big difference between client satisfaction and client retention. Or, to put it even more strongly, client satisfaction does not automatically lead to loyalty. Clients can say they are happy with your service and still decide not to stay with you. This often comes as a surprise; it knocks your confidence and causes confusion, anxiety and maybe even demotivation in your team.