Anonymized client story

The company had grown to the point where management no longer had a reliable view of customer relationships.

Account managers knew their own customers well, but management couldn't easily see which relationships needed attention first or which issues were repeating across multiple customer accounts.

How they work today

The company began tracking customer relationships in Foxie.

Feedback is collected through regular review cycles from customers and account managers for each customer segment. The results help identify customer-specific issues and recurring themes across multiple customer relationships.

Evidence
Response rate from different participants During six months.
Customer Internal
Key clients77%
Standard clients51%
Account managers53%
Revealed revenue at risk, based on early risk signals, six months€145k
87risk signals

Reported by clients during six months.

Invoicing delays

Bills delayed, unclear line items — client flagged it before and feels it's untrustworthy.

Work sent before internal review

Client feels internal checks were skipped — mistakes were visible.

85 more
24growth opportunities

Mentioned during six months.

Website update

Client is planning to continue the website project.

CRM support

Client indicates they'll need additional CRM support this autumn.

22 more

Feedback grouped into 12 topics, tracked over six months.

StrengthsDevelopment areas
Cost efficiency
60
Clear communication
55
Schedules & budgets
58
Problem-solving
35
Response speed
32
Understanding needs & requests
23
Ease of doing business
21
Understanding needs
19
Clear plans
18
Creativity
13
Technical skill
10
Strategic thinking
7
Current review cycle

Customer relationship reviews are now part of the company's account management. Review cycles are adjusted for different customer segments and refined over time based on what provides the most useful information for decision-making.

Anonymized client data, shared with the client's permission — aggregate figures only, no names.