How well have your client relationships faired against the almighty test that was 2020? With research suggesting that 68% of customers citing ‘perceived indifference’ as their top reason for leaving a supplier - have you lost customers by not remaining close enough to them? Or, by not fully understanding what they really needed from you, during the stormy waters of the pandemic. Perhaps you were led by political rhetoric and generalisations, which suggested that EVERYONE was facing financial ruin…leading you to discount and offer concessions through compassion? Did your strategy pay off or have you damaged the relationship - missing the customer’s need for confidence, clarity and clear leadership? In this episode David speaks to Jermaine Edwards, a Blue-Chip KAM specialist, who spends much of his time creating unique customer growth and loyalty strategies for his clients which make them irreplaceable in their market. His client portfolio includes companies like: Gartner, Dell Technologies, London Business School and General Electric. To date Jermaine has helped his clients uncover more than $250 million in new and undiscovered revenue from existing customers. - - - 𝗝𝗘𝗥𝗠𝗔𝗜𝗡𝗘 𝗘𝗗𝗪𝗔𝗥𝗗𝗦 𝗕𝗜𝗢: Jermaine is a serial entrepreneur, co-founder of The Irreplaceable Advisory Group and a Key Customer Growth Specialist. With more than 10 years-experience in sales, sales leadership and customer growth management, he has developed the 'Customer Ripple System' and 'Customer Mastery Programme' to help his clients make the impact they always knew was possible with their most important customers. Jermaine has been featured as a Customer Growth Author for Inc. Magazine and has personally trained and delivered talks to more than 4000 customer leaders, executives and teams for B2B businesses. With a Degree in German and Economics, and a Masters in Behavioural Psychology, Jermaine is invited by blue chip companies around the world to create unique customer growth and loyalty strategies which make them irreplaceable in their market. He has worked with brands like Gartner, Dell Technologies, London Business School and GE. 𝗗𝗔𝗩𝗜𝗗 𝗩𝗘𝗡𝗧𝗨𝗥𝗔 𝗕𝗜𝗢: David is the principal KAM consultant & Managing Director at KAMGuru.com, a specialist Key Account Management training and consultancy business, based in the UK. David is a Speaker, Author and Performance Coach with more than a decade of hands-on and consultative experience in sales and management roles in the leisure, entertainment and telecoms industries. =========