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SMART IDEAS Summit 2 Presentation Spotlight: Is Your Client Experience Driving Retention and Expansion?

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The SMART IDEAS Summit 2 is coming up on Sept. 8!

Designed exclusively for staffing and recruiting professionals, this year’s summit is packed with speed-talk-style presentations to help you “Get Ready for Anything.”

Some of the smartest minds in the staffing industry (including Robin Mee, Kim Whiteley and Tom Erb) will join leaders and subject matter experts from our own team. We’ll spend the day sharing insights, data and practical tips to strengthen your business and train your team.

Presentation Spotlight: Is Your Client Experience Driving Retention and Expansion?

Butler Street is a leading management consulting, training and research firm focused on the staffing industry – specifically, client and talent development. At 9:30 ET, Managing Partners Mike Jacoutot and Mary Ann McLaughlin will share account management best practices for all staffing desks. Here’s a preview of their presentation:


Client retention and expansion is the new acquisition. Case in point? According to Bain & Co., it is 6 to 7 times more expensive to sell a new customer than to sell new services to an existing customer.

Most staffing companies spend the majority of their effort on winning new logos and lose 15-30% of their clients each year. Fact: if you want to grow 15% with 90% revenue retention year over year, you have to grow 27.7%. While it is true that not everyone can win a new client, anyone can cause you to lose one. Client retention is everyone’s responsibility. In this session, Mary Ann and Mike will share best practices for retaining clients and growing your staffing business.

You’ll learn:

  • how to identify client risks
  • how to advance business relationships with a proven “3 by 3” methodology
  • the importance of regular business reviews

Looking for More Info About the SMART IDEAS Summit 2?

Check out this quick video:

There’s no cost to attend, but space is limited! View the agenda and reserve your seat today.

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Get our best marketing tips—one idea a week. You’ll also get invites to our webinars, and exclusive offers on our products and services.

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