New Study from The Brookeside Group Shows Companies Over, Underestimate Quality of Client Relationships and Miss Revenue Opportunities

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Cross-industry study of business-to-business client relationships reveals that companies drastically misread the quality of their best and worst client relationships.

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When it comes to undervaluing quality relationships, companies are missing out on new revenue opportunities from upselling or cross-selling.

The Brookeside Group, a consulting, training and technology firm specializing in client relationship management, announced today the results of a new client relations study focused on business-to-business (B2B) companies. The study found that companies underestimate the quality of great client relationships and overestimate the quality of poor ones, which can have expensive implications.

The study included hundreds of data points across multiple industries, including manufacturing, financial services and healthcare. Brookeside issued surveys to both B2B companies and the clients they service, using the company’s proprietary Brookeside INSIGHT™ software to analyze the findings. Results show that 63 percent of account owners underestimate the quality of their strongest client relationships and 51 percent overestimate the quality of poor ones.

“These findings have huge implications for B2B companies in any industry,” said Tom Cates, president of The Brookeside Group. “When it comes to undervaluing quality relationships, companies are missing out on new revenue opportunities from upselling or cross-selling. By overestimating the quality of their poorest client relationships, these same companies aren’t doing enough to prevent client defection and risk their clients and their revenue walking straight out the door.”

To request a copy of the full report, visit https://brookeside.infusionsoft.com/app/form/client-perception.

To learn more about Brookeside INSIGHT™, visit http://brookeside.com/brookeside-insight/. To register for a product demo, visit http://brookeside.com/demo/.

About The Brookeside Group
As the leader in client relationship management and analytics for nearly a decade, The Brookeside Group provides strategic consulting services and relationship-building software tools to a broad client base, ranging from startups to the Global 1000. Brookeside’s flagship product, Brookeside INSIGHT™, is a patent-pending client relationship analytics software program that drives long-term, mutually beneficial relationships. Brookeside’s consulting and training focuses on increasing revenue through growth strategies, sales force effectiveness and account planning. For more information, visit http://www.brookeside.com.

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Kaitlyn Greene
The Brookeside Group
978-266-9876 246
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