To allow Sodexo to proactively understand, with consistency, the needs of our clients so we are never knowingly at risk of loss of intended revenue or margin.
We will ensure our business is relevant, competitively advantageous and incrementally profitable , offering our teams opportunity to clearly understand the actions required to succeed.
Sodexo has a unique approach to account management and client retention which makes use of several tools and processes to help create and maintain long-term strategic partnerships. These relationship management tools and processes form part of what you will know as Clients For Life (CFL); and it is these tools that frame our strategic dialogue with our clients. The output from these strategic client interactions allow us to understand our client’s expectations, improve service delivery and when this client insight data is aggregated, can help shape our marketing and service offers.
Remember, we don't mention CFL as a phrase with our clients but we can talk about the concept of annual meetings to discuss expectations, tracking of activity in Soforce to ensure completion, investment in tools to allow meetings to be conducted virtually, sentiment analysis to drive insight, and training for us as individuals. We all have a role in making client retention our number one priority for growth.
Our client retention programme is designed to achieve these objectives by facilitating open dialogue, through a number of specific meetings and processes which form part of a holistic approach to client retention.
This enables Sodexo to deliver superior account management over the client lifecycle, and through this engagement we will understand and define what is critical to our client’s business and measure the outcomes that have a positive impact on service delivery. Our Client Retention Program is a program based on a series of proactive relationship management tools to be used over the client lifecycle, all tracked within Soforce to ensure we deliver what we say we will.
Our client retention programme is a 360-degree approach to account management that starts with
a Transition Meeting.
Sodexo’s client retention programme that been designed to help you
create and nurture open, transparent communication with your client to ensure we put our
clients’ and consumers needs at the heart of everything we do.
Sodexo partners with a diverse range of organisations and each has their own strategic goals and objectives. For Sodexo to be the best partner for their business, we need to develop a close ‘fit’ between our organisations and this involves proactively taking the time to understand individual needs.
In our experience, delivering best in class account management relies on Sodexo’s ability to do several key things:
It is essential we engage with our clients at key stages of the lifecycle to ensure we maximize the way in which we both deliver and communicate our value to them.
Pip Thompson
Vice President Client Relations – North America
Sarah Davie
Business Co-ordination Manager – Group
Jeff Brades
Senior Vice President– Group
Lakesh Shettigar
Insight Analyst – Group
Guilhem Boutan
Client Retention VP – Group
Minerva Perez De Gracia Toral
Apprentice – Group
Matthew Fowler
Community Director – Group
Hélène Byé
Client Retention Analyst – Group
Pip Thompson
Vice President Client Relations – North America
Sarah Davie
Business Co-ordination Manager – Group
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