Growth Was Steady—Until It Wasn’t

A Contract Sales Organization (CSO) had enjoyed consistent, year-over-year growth in a market it knew well. Its position felt secure—until competitors began to chip away at key accounts. Suddenly, longstanding relationships were vulnerable, and market share was slipping. The threat was real, and action was needed fast to prevent permanent losses.

That’s when Tenacity stepped in.

We deployed our Clients for Life® client retention process to diagnose the root causes, stabilize the relationships at risk, and shift the CSO from defense to offense. By implementing key retention fundamentals—expectation management, stakeholder engagement, and internal alignment—we helped the CSO not only protect its most critical accounts, but also rebuild trust and value with its clients.

The result? Not just retention. The CSO returned to growth, with year-over-year performance that outpaced the competition.