Does not apply at all
Rarely applies
Sometimes applies
Often applies to us
Sounds like us
N/A
Difficulty in adapting to evolving client needs
Unreasonable client demands
Limited employee empathy and inability to read the client’s emotional state
High churn rates due to poor customer experience
Communication within the company cannot be considered open and honest
Clients ignoring agreements or dismissing the team’s professional advice
Inability to say “no” constructively and reach win-win solutions
Difficulty measuring account health
Lack of universal alignment with the client on the goals, scope or service level expectations
Unclear client relationship ownership internally
Poor balance between sales and service priorities
Cultural or regional misunderstandings
Inability to translate client emotions into actionable, rational feedback
Difficulty managing multiple stakeholders within the client organisation
Long sales cycles with delayed decision-making
Sales, account managers or service withholding information from each other or not sharing important information effectively
Jealousy or competition between teams working with the same client
Difficulty in identifying key accounts
Lack of a unified vision of the client
