GOOD COMPANIES SHOULD NEVER LOSE GREAT CUSTOMERS

Stop on-boarding and start transforming your customers!

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

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

WE HELP SERVICE LED B2B ORGANISATIONS AROUND THE WORLD WITH:

  • Avoiding the five big pitfalls that cause good companies to lose great customers
  • Creating customer transformation strategies that drive loyalty, profit and value
  • Leveraging the three growth-driving advantages that will 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
Chairman, Nigerian 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 well with strong products and services all losing great customers .

In our research we have found five big reasons why:

  1. They mistake customer convenience for commitment.
  2. They use ineffective customer management strategies.
  3. They fail to adapt to new customer expectations and measure the wrong metrics.
  4. They overestimate the strength and health of their customer relationships.
  5. They have not practiced and understood 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.
  • Deepen trust at a larger 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.

In our research we have found five big reasons why:

  1. We mistake customer convenience for commitment.
  2. We use ineffective customer management strategies.
  3. We fail to adapt to new customer value expectations and end up measuring the wrong metrics.
  4. We overestimate the relationship of who we are to our customers.
  5. We have no clear internal coherence, cohesion and coordination to drive value 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.

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 might impact the success of a company winning consistently with their most important customer. We've developed the customer ripple system: a proven process for growing 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 Africa, Europe, and the US, 150 customer research and market articles from 8 different industries and a study of the history of customer service of the last 50 years.

We now have a trusted four-phase process that delivers value any organisation can use to create new advantages in their customer business to truly become an organisation their customers never want to leave.

STORIES

All our customers' journeys are different as they seek to be better and help their customers win. We choose to work only with those companies that truly want to serve. We're proud of our results, and especially of our customers. Here are just a few of their stories.

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