GOOD COMPANIES SHOULD NEVER LOSE
GREAT CUSTOMERS

Stop onboarding, start transforming your customers!

Take the free 7 Signals Assessment to evaluate the strength of your current customer strategies and the loyalty of your business relations.

Start the journey to becoming the adviser your customer never wants to leave.

WE HELP
GLOBAL SERVICE-LED
B2B ORGANISATIONS:

  • Avoid the five big pitfalls that cause good companies to lose great customers.

  • Create customer transformation strategies that drive loyalty, profit and value.

  • Leverage the three growth-driver advantages to make any organisation irreplaceable.

TESTIMONIALS

"Jermaine and the IA Group team are phenomenal. We’ve worked with them to help transform the work with our customers across the UK and Africa. With their help we were able to secure a client projects worth $10 million."

~ Chidi Umeano
ChairmanNigerian Investment Gateway


"I’ve been in key account management for 12 years, leading teams and managing big accounts. The IA Group Playbook approach transformed everything. With a very challenging client in a difficult market we were able to sell 1.5 million worth of services when they had previously said no."

~ Marc Darling  
Director, KAM​​ (formerly Ominico)


"Jermaine and the team’s knowledge of customer experience and strategy is unmatched. They worked with us to help transform the way our SVB approached customer retention. In one strategy we saw many of our clients retention rates go up by 27%. Amazing stuff!"

~ Flavia Richardson
Vice President, Silicon Valley Bank


GOOD COMPANIES,

GREAT CUSTOMERs

Every year we hear of big companies losing big customers, deals to competitors and market reputation. This isn't just the story of big companies. It's the story of thousands of organisations big and small around the world. Good companies wanting to serve their customers with strong products and services are all losing great client relationships

Five pitfalls to losing great customers

Our research highlights organisations:

  1. Mistake customer convenience for commitment.
  2. Lose market share with ineffective customer management strategies.
  3. Fail to adapt to new customer expectations and measure the wrong metrics.
  4. Overestimate the strength and health of their customer relationships.
  5. Don’t use or know the right method for driving highly sought after value predictably for customers.

Since 2014, we have helped service-led organisations in the
B2B industry around the world:

  • Increase the lifetime value of their key customers by 32% in the first 12 months.
  • Create greater differentiation to become the No. 1 choice in their area of expertise.
  • Deepen trust at a larger scale, so they're never reliant on a single contact.
  • Future proof and grow revenue and profit.

Five pitfalls to losing great customers

Our research highlights organisations:
1. Mistake customer convenience for commitment.
2. Lose market share with ineffective customer management strategies.
3. Fail to adapt to new customer expectations and measure the wrong metrics.
4. Overestimate the strength and health of their customer relationships.
5. Don’t use or know the right method for driving highly sought after value predictably for customers.

Five pitfalls to losing great customers
Our research highlights organisations:
1. Mistake customer convenience for commitment.
2. Lose market share with ineffective customer management strategies.
3. Fail to adapt to new customer expectations and measure the wrong metrics.
4. Overestimate the strength and health of their customer relationships.
5. Don’t use or know the right method for driving highly sought after value predictably for customers.

Since 2014 we have helped service led organisations in the B2B industry around the world:

  • Increase lifetime value of their key customers by 32% in the first 12 months.
  • Deepen trust at scale so they're never reliant on a single contact.
  • Create greater differentiation so they become the No. 1 choice in their area of expertise.
  • Future proof and grow revenue and profit.

Since 2014 we have helped service led organisations in the B2B industry around the world:

  • Increase lifetime value of their key customers by 32% in the first 12 months.
  • Deepen trust at scale so they're never reliant on a single contact.
  • Create greater differentiation so they become the No. 1 choice in their area of expertise.
  • Future proof and grow revenue and profit.

Our expert team of advisers, researchers and partners have helped more than 84% of our customers gain millions in undiscovered revenue opportunities. For one customer, that resulted in an additional £22 million in revenue; for another - in saving a $50 million dollar client.

32

Lifetime value realisation of 32% on average within first 12 months

4000

Supported and trained more than 4000 customer lead executives and leaders

250

Customer rescue and revenue stories worth over 250 million

The Core Team

IA Specialists

OUR METHODOLOGY

If our customers don't win, we don't have a business! That's why we test, verify, execute and measure everything that impacts the success of a company winning consistently with their most important customers. We've developed the Customer Ripple System: a proven process for growing the lifetime value, becoming the No. 1 choice on the market, and proofing current and future revenue with your most important customers.

The Customer Ripple System has taken the collective insight of more than 22 different business strategy tools, 30 customer growth projects across the globe, 150 customer research and marketing reports from 8 different industries, and a study of the history of customer service from the last 50 years.

Our trusted four-phase process delivers value that any organisation can use to create new advantages in their customer business to becoming an organisation their customers never want to leave.

STORIES

All our customers' journeys are different as they seek improvements to help their customers win.
We choose to work only with organisations who genuinely want to serve.
We're proud of our results, and especially the results of our customers.
Here are just a few of their stories...

Multinational Chemical Company

PGE Utility Company

Dell Technologies

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