One of the biggest challenges in client relationship management is that by the time a relationship feels at risk, it's often already too late.
Accounts rarely deteriorate overnight. Instead, warning signs appear gradually. On their own, these signals can be easy to dismiss. Together, they tell a much more powerful story.
That's why we've introduced Early Risk Indicators.
Looking beyond a single metric
After analysing more than two decades of lost account data, we've identified consistent patterns that appear long before clients leave or significantly reduce spend.
Our Risk Prediction Framework monitors 15 indicators across five critical dimensions: Client Health, Momentum, Engagement, Sentiment, Future Fitness
Rather than relying on one measure, the framework combines multiple signals to provide a more reliable view of relationship health.
Some indicators—such as a key stakeholder becoming a detractor—are obvious warning signs. Others may appear relatively harmless in isolation but become significant when combined with broader trends.
This approach allows teams to identify latent risk while there is still time to intervene.
Understanding your level of risk
Each account is categorised into one of three risk levels.
Elevated Risk highlights accounts showing multiple warning signs across several dimensions and requiring immediate attention.
Moderate Risk identifies relationships that should be proactively managed and monitored during future survey rounds.
Low Risk indicates healthy relationships while encouraging continued monitoring to prevent future deterioration.
Remember: data is only part of the picture
Relationship health is influenced by more than survey data.
Organisational restructures, mergers, new stakeholders, procurement involvement or increasing commercial pressures can all introduce risk even when client sentiment remains positive.
Early Risk Indicators should therefore be viewed alongside your knowledge of what's happening within each client organisation, helping you combine objective evidence with commercial context.
Focus your attention where it matters most
Effective client management isn't about reacting when relationships fail; it's about identifying opportunities to strengthen them before problems escalate.
Early Risk Indicators help you prioritise attention, start the right conversations sooner and give teams more time to protect valuable client relationships.