Lost Prospect / Client Audit

Meeting needs

The Lost Prospect/Client audit has been developed to help identify the reasons why a service provider has either failed to convert a new client, or has lost an existing client.

For senior management - now that the heat of the moment has died down what light can be shone upon the real reasons for this specific setback, and is there any more general learning which can inform future behaviour?

For account/project management - what specifically did we get right and wrong in this case, and what can we improve going forward?

Proven process

• In-depth face-to-face interviews.
• Consistent question set, proven across markets, cultures and geographies.
• Information gathered and analysed by RAM's highly experienced relationship management experts.

Multiple benefits

• Clear focus on letting the clients talk, gently but consciously steered by RAM's skilled interviewers.
• Questions which re-create the chronological order of events leading up to and following the client decision to part company with the service provider.
• Questions can be tailored to increase relevance to specific circumstances.
• This enables all relevant details to be fed back with due consideration and appropriate levels of significance.
• As a result the Lost Prospect/Client audit delivers 'actionable intelligence', providing the basis for effective action plans.
• Finally, this process sends a signal to the lost prospect/client that the service provider retains an interest in the business, despite the circumstances.

Distinctive output

RAM's colourful 'traffic-light' presentation style for part of the feedback provides an excellent complement to the very specific and tailored qualitative findings.