What we believe
Client Success Matters isn't just our name—it's our philosophy.
We believe that when your clients thrive, your agency thrives. Our name encapsulates the idea that true agency success comes from prioritising your clients' goals and providing tailored solutions to achieve them. It's about shifting focus from simply driving your own revenue to creating tangible value for your clients. By making your clients' success your primary objective, you naturally cultivate stronger relationships, increase loyalty, and ultimately, secure your agency's long-term growth and prosperity.
In essence, Client Success Matters — it's the cornerstone of sustainable agency success.
Why we exist
Client Success Matters was founded on the principle that true agency growth begins not just with acquiring new clients, but primarily through nurturing and expanding existing relationships. Studies have shown that increasing customer retention rates by just 5% can boost profits by 25% to 95%. Yet, many agencies focus primarily on new business.
We're all about transforming your client service from a box-ticking exercise into a strategic powerhouse. But this requires a significant shift in mindset, along with targeted training and confidence building. Our services are designed to equip agency teams with the knowledge and skills needed to articulate clear outcomes and advocate convincingly for solutions that drive mutual growth.
By doing so, we help your agency move from being seen as just a supplier to becoming invaluable strategic partners, turning satisfied clients into loyal ones and creating relationships that lead to sustainable long-term growth. This strategic approach ensures that your agency doesn't just survive but thrives by aligning your success with the success of your clients.
Meet the Team!
Hi, I'm Jo. With over two decades in agency and client-side roles, I've mastered the art of guiding agencies through growth, client retention, and team development. My experience includes leading expansions at two major agencies, growing clients by £2m in a year and setting up a Client Services department from scratch, equipping me with the skills to handle growth pains and drive operational excellence.
I champion a client-centric approach throughout the agency, not just to maintain client satisfaction but to embed this philosophy into your culture, ensuring all departments contribute to client retention.
As we embrace new technologies like AI, the importance of personalised client services only grows. Let's collaborate to transform your client services into a powerhouse that propels you from daily operations to strategic leadership.
Together, we'll tackle your unique challenges, leveraging my experience to enhance client relationships and achieve sustainable growth. Let's start building your agency's success story with a strong foundation in client services.
Jo Rogers - Founder, Trainer & Consultant
Jessica Benfield - Trainer & Consultant
Hi, I’m Jess. With over 18 years experience working in agencies large and small, where Client Services has spanned just me to growing and leading multi-million-pound account CS teams, I know what’s needed for client service to thrive at any size.
The way we work with our clients has changed at an unprecedented level over recent years. As it continues to evolve at a rapid pace, I support Client Service teams to adapt and leverage new ways of working, tools and platforms, whilst still placing clients and client growth at the heart of everything you do.
Soft skills development now has limited focus in education, bringing with it a shortfall in the skills people can often have and those they need to really succeed in a Client Service role.
As a qualified coach, I’m passionate about helping develop these competencies, so you have the confidence to build lasting client relationships that drive solid agency growth.