So, How Can You Ever Lose Them?
b'PostMortem Audits (PMA\\u2019s) are one of our least favorite things to do at Tenacity, yet they are arguably the most valuable service we provide to our clients. The PMA involves a Tenacity interviewer meeting individually and face-to face with the key client personnel who were involved in the decision to terminate our client\\u2019s contract.
\\nIt can be gut wrenching \\u2014 dissecting a failed relationship. In a divorce you might say the love is gone, the commitment broken, the magic lost. In a business relationship, usually the value has gone, the trust compromised, the enthusiasm waned.
\\nUltimately, value is the key word and the primary driver of retention. Value doesn\\u2019t have to be complicated \\u2013 in fact it\\u2019s a pretty straightforward equation: V = Q \\xb8 C (Value is equal to Quality divided by Cost).'