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Client Servicing Framework

Purpose

Client servicing is a core revenue function within Compass. With a purpose to protect recurring revenue, increase client lifetime value, and continually reinforce the value we deliver
It is not passive support or reactive account management. It is a structured, proactive retention and expansion system designed to reduce churn, strengthen relationships, and identify growth opportunities within the existing client base

Primary Objective

Protect and increase recurring revenue
Improve client satisfaction and trust
Identify upsell and cross sell opportunities
Reduce preventable churn
Reinforce barriers to exit through product adoption and reporting clarity

Before Meeting Checklist

Review services signed up for
Obtain Google Analytics report
Ensure client is up to date on invoices

Meeting Requirements

The quarterly touch base must include

Performance recap
ROI or value discussion relative to scope
Goal alignment for next 90 days
Identification of expansion or optimization opportunities
Risk assessment including satisfaction and potential churn signals

Meeting Agenda

What was completed
What moved the needle
Where performance is under target
What we recommend next
Budget or scope adjustments if applicable

Red Flags That Require Immediate Action

Decline in responsiveness
Budget hesitation
Negative tone shift
Performance complaints
Missed invoices
Scope reduction
These must be reported immediately, not discovered at cancellation

Ownership and Accountability

Every client must have a clearly assigned servicing owner. That owner is responsible for
Ensuring services are active
Tracking communication cadence
Ensuring reporting is delivered
Documenting key notes in CRM
Flagging churn risk early
Escalating service gaps
Identifying upsell opportunities

Client Experience Standards

Response time target within 1 business day
Proactive issue communication before client discovers problem
Clear expectation setting at onboarding
Post launch follow up within 30 days
Quarterly strategic review mandatory

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