Transforming Client Relationships into Lasting Partnerships
Our strategic guidance and training will streamline your operations, strengthen client relationships, and ensure sustainable growth for your agency.
Facing Challenges in Growing Your Agency? You’re Not Alone.
Are you finding it difficult to secure new projects, evolve client relationships into long-term partnerships, get teams to take accountability or feel like your agency is stuck at its current scale with no clear path to success?
These challenges are common, whatever size agency you are, and you're not alone in facing them. Many agencies struggle to get actionable feedback from clients, experience bottlenecks due to inefficient processes, and lose potential account development opportunities due to a lack of in-house expertise.
At Client Success Matters we understand these pain points deeply. With 20 years of agency experience, we provide strategic guidance and training designed to help your agency streamline operations, enhance client relationships, develop teams and secure a sustainable path to growth.
Learn how we can help you transform these common challenges into opportunities for growth!
Our Services
Whether you're a small startup or a well-established firm, your agency is unique. That's why we don't just jump in with a one-size fits all approach. Instead, we start by really getting to know you.
We'll sit down, grab a coffee (zoom or in person), and dive deep into what makes your agency tick. What's your story? What are your big dreams? What keeps you up at night? We want to hear it all.
By taking the time to truly understand your agency, your team, your culture, your goals - we can tailor solutions that actually make sense for you.
Your Clients Success Matters
I know things aren’t working like they should be but I don’t know what is going wrong?
The CS team seem willing, but there is a lack of accountability.
I feel like i’m always pulled into client issues.
The CS team lack commercial acumen and don’t grow their accounts.
No-one wants to pick up the phone to clients any more.
We are losing clients but our NPS shows that they are happy.
I am one client loss away from making redundancies.
The new business sale cycle is so long and I need to grow my agency now!
If any or all of these points are resonating, then you need our Client Success Audit, to get under the skin of your agency, identify the key challenges that your agency is facing and provide a Roadmap to success.
Listening Matters
Do you truly know what your clients think of your agency?
NPS can form a benchmark, but what does it really tell you?
Many agencies struggle with deep client insights, often finding out too late how they really feel, leading to high turnover and a constant chase for new business.
Process Matters
As your agency scales, are your processes keeping up?
Growth can render once-effective procedures cumbersome or obsolete, making it harder to operate smoothly and efficiently.
Establishing clear Ways of Working, onboarding process, SLAs, client satisfaction measurements etc will ensure that each client is serviced the same way that works for both the client and your agency.
Learning & Development Matters
Are your client services team creating strategic long-term partnerships with their clients?
Are they having meaningful conversations, identifying opportunities and capitalising on them?
Agencies that invest in staff L&D not only reduce turnover but also boost client retention by ensuring that your teams are equipped with the right tools and techniques to do their job.
Our Workshops
Unlock your agency's potential with our specialised workshops designed to empower agencies like yours to excel in client servicing and strategic partnerships.
Whether you're building your agency from the ground up or aiming to become a strategic advisor, our tailored sessions offer the insights and skills you need to succeed.
Tailored specifically for founders and small teams, this workshop series empowers you with the tools and strategies to effectively manage and enhance client relationships throughout their lifecycle. Engage in five interactive sessions, with limited numbers, ensuring personalised guidance and a collaborative learning environment. Join our dedicated Slack channel to continue learning and connect with peers.
Foundations of Client Servicing
Strategic Advisor Mastery for Account Directors
Transform from a transactional manager to a strategic advisor with our comprehensive six-week course designed for Account Directors. Learn to build lasting partnerships through strong relationships, meaningful conversations, and strategic account planning. With hands-on exercises and limited class sizes, you’ll leave with actionable skills and a deeper financial insight.
The Client Lifecycle
The client lifecycle at your agency encompasses several crucial phases.
From initial engagement and onboarding through ongoing service delivery and feedback evaluation, culminating in retention and client advocacy. Each stage is designed to deepen the relationship, ensuring clients not only stay but also actively promote the agency.
Creating impactful "Moments that Matter" throughout this lifecycle is vital. These memorable experiences differentiate your agency, strengthen client loyalty, and enhance overall satisfaction. By consistently delivering exceptional service and value, your agency sets the standard for client-centric excellence, creating long-term growth and sustainability.
You matter
Your agency matters
Your team matter
Your clients success matters!
We believe:
What do our clients say about us?
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"It has been a wonderful experience for our team. Jo's expertise in client relationship management equipped our account managers with more in-depth strategies for managing client expectations effectively."
Silvia Del Corso, PinkSEO
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“My mentorship enabled me to grow and thrive, achieving my personal and career goals. My confidence grew huge amounts. I cannot thank Jo enough for her guidance and support."
Chantelle Bridgman, Client Partner
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“It's no exaggeration to say that Jo transformed my professional journey. Her ability to simplify complex concepts, coupled with her solid patience, made her an exceptional mentor. ”
Gary Sahota, Senior Client Partner
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“Her unwavering support and expert insights have been instrumental in my development. Moreover, her strategic approach and dedication directly contributed to the impressive growth of our client accounts.”
Robert Weston, Account Director
Want to learn more?
Knowledge is power.
The more you know, the more confident you will be.
Delve into our resources to help you and your teams learn everything there is to know about retaining and growing clients.
