TBWAWorldHealth has evolved a compelling approach to agency-client relationship management. The agency has identified 11 warning signs and created a proactive process called Client Success Plans that solidifies client relationships. This approach has dramatically reduced client churn resulting in 100% client retention. Robin Shapiro will discuss the 11 early warning signs and highlight elements of their proactive Client Success Plans process that has helped the agency proactively address relationship issues before they disrupt engagement with a client.

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