Why do agencies lose clients?
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Their are multiple reasons agencies loss clients.
1. Sometimes clients/agencies are not good fits. Yes, it’s that plan and simple!
2. Client could want something new that the current agency may not offer.
3. Account team/client could not be communicating enough or communicating too much where the partnership is not yielding returns on their investment.
4. Client may not be spending enough and be looking for a cheaper option.
5. Agency over promised and under delivered.
Ultimately it is on a case by case basis and their are so many factors that go into a loaded question of this magnitude.
Yes. Otherwise, bugging them. Clients hire agencies to make their life easier by thinking on their own. If you are constantly asking questions they feel you could answer on your own with critical thinking, you’re not making their life easier and it can just be a turn off for clients.
Lots of reasons, but when I was at a brand, we walked away for many reasons. But usually it's when trust starts to become an issue and complacency. Sometimes we felt the creative agency was too comfortable and not giving us the best work. Sometimes the creative wasn't performing and eventually you need to start letting others pitch. Sometimes the client management/account team and creative team fought too much and it was not a good working relationship... Likely because we'd push them on creative and budgets. And testing, creative performance, and other goals were not being met.
From a brand perspective, creative agencies should be pitched periodically. But media agencies are harder to keep switching. But we would look seriously if trust if lost and performance goals are not met.
Agree to this. Relationships take time and investment. All too lazy for a brand to not see its own contributions to something not working and call a pitch.
Not saying I don't agree. But from the brand side, that is a thing I've seen senior leadership do, and why an agency may lose a client (the original question).
CMO change is probably the most universal answer. But the reason for that is the great relationships that a CMO wants to carry with them throughout their career. As they go up, they need to simplify decision making so they just have “THE team” on speed dial for when the time is right. ☎️
With that, it could be said that Accounts are won and lost based on the relationship that the Account Team forms and is responsible for. The best account leaders know that their current client will eventually go somewhere else and you always want to be the one to call when they do. And who knows, maybe one day they’ll be a CMO?! 🤷♂️
No pressure, but it’s on us. 😉