A tailored course, built for your situation
Repeatable client engagement playbooks that compound across renewals
Build a self-reinforcing book of business through structured relationship intelligence
$199 one-time
24-hour access provisioning
30-day money-back guarantee
Hand-built implementation playbook
12 modules. 12 chapters per module. 144 chapters total.
12 modules, each with 12 chapters (144 chapters total), text-based, plus downloadable templates and a hand-built implementation playbook delivered alongside course access.
The situation this course is for
Who this is for
Mid-senior relationship manager in insurance or reinsurance brokerage scaling client portfolio impact through repeatable frameworks
Who this is not for
Entry-level account coordinators, professionals outside client-facing risk or insurance roles, or those focused purely on new business acquisition without retention focus
What you walk away with
- Identify high-leverage client engagement patterns from past successes
- Structure reusable playbooks for onboarding, renewal, and escalation phases
- Embed institutional memory into client workflows without relying on tribal knowledge
- Reduce time to value in client deliverables by 30, 50% using standardized triggers
- Position yourself as the go-to owner of relationship infrastructure across teams
The 12 modules (with all 144 chapters)
Module 1. Mapping your highest-impact client interactions
Identify which client engagements have yielded disproportionate retention, satisfaction, or referral outcomes. Isolate the sequence of actions that made them work.
12 chapters in this module
- Defining engagement quality signals
- Plotting touchpoint frequency
- Linking actions to outcomes
- Tagging repeatable elements
- Benchmarking against portfolio average
- Isolating outlier success cases
- Extracting decision triggers
- Documenting escalation paths
- Tracking renewal lead time
- Measuring client autonomy
- Identifying pattern reuse
- Validating with stakeholders
Module 2. Deconstructing successful renewal cycles
Break down past renewals into phases and decision drivers. Identify what was predictable, what was reactive, and what can be standardised.
12 chapters in this module
- Timing renewal prep phases
- Mapping stakeholder inputs
- Defining approval thresholds
- Noting data dependencies
- Tracking revision cycles
- Identifying negotiation levers
- Logging delays and fixes
- Classifying risk triggers
- Recording client feedback
- Cataloging deliverables reused
- Assessing cross-team reliance
- Flagging bottlenecks
Module 3. Building client-specific onboarding templates
Turn first-90-day delivery into a structured sequence of actions, assets, and check-ins that can be adapted across accounts.
12 chapters in this module
- Defining onboarding goals
- Sequencing stakeholder touchpoints
- Scheduling knowledge transfer
- Creating welcome assets
- Setting early KPIs
- Embedding feedback loops
- Assigning ownership
- Tracking early milestones
- Standardising data requests
- Integrating compliance steps
- Automating follow-ups
- Archiving for reuse
Module 4. Designing escalation response frameworks
Create a repeatable process for identifying, containing, and resolving client issues, before they impact retention.
12 chapters in this module
- Defining escalation types
- Setting detection triggers
- Mapping response ownership
- Building comms templates
- Creating stakeholder trees
- Logging resolution paths
- Tracking resolution time
- Assessing recurrence
- Building feedback loops
- Updating prevention rules
- Validating with peers
- Documenting institutional learning
Module 5. Codifying client feedback loops
Systematise how you gather, process, and act on client input, so insights compound rather than decay.
12 chapters in this module
- Scheduling feedback cycles
- Designing open-ended questions
- Categorising input themes
- Linking feedback to actions
- Tracking follow-through
- Reporting back visibly
- Updating client profiles
- Creating feedback archives
- Triggering playbook updates
- Measuring sentiment shifts
- Benchmarking satisfaction
- Sharing insights across teams
Module 6. Creating reusable risk dialogue frameworks
Develop standardised yet customisable ways to discuss risk exposure, coverage gaps, and policy adjustments.
12 chapters in this module
- Defining client risk profile dimensions
- Structuring discovery questions
- Mapping risk to policy terms
- Building visual aids
- Customising for industry
- Timing risk reviews
- Linking to market shifts
- Creating risk summary templates
- Tracking decisions made
- Updating with new data
- Sharing across renewals
- Validating with underwriting
Module 7. Structuring cross-functional delivery workflows
Align internal teams around client deliverables using clear handoffs, ownership, and timelines.
12 chapters in this module
- Mapping internal stakeholders
- Defining handoff criteria
- Setting delivery milestones
- Assigning task owners
- Creating status dashboards
- Tracking dependencies
- Flagging delays early
- Documenting approvals
- Sharing client context
- Updating client comms
- Archiving delivery records
- Refining for next cycle
Module 8. Documenting client-specific compliance pathways
Turn regulatory and internal requirements into client-tailored workflows that speed up delivery and reduce errors.
12 chapters in this module
- Mapping compliance requirements
- Aligning to client profile
- Creating checklists
- Sequencing approvals
- Integrating audits
- Tracking deadlines
- Logging exceptions
- Updating for changes
- Sharing with client
- Training teams
- Benchmarking adherence
- Reducing rework
Module 9. Building client knowledge repositories
Create organised, searchable archives of client history, decisions, and preferences that grow more valuable over time.
12 chapters in this module
- Defining repository structure
- Categorising content types
- Setting access controls
- Standardising naming
- Tagging by theme
- Linking to deliverables
- Updating after touchpoints
- Searching across clients
- Training team access
- Auditing completeness
- Securing sensitive data
- Automating backups
Module 10. Integrating renewal forecasting models
Use historical data to predict renewal likelihood and prepare proactively, reducing last-minute scrambles.
12 chapters in this module
- Collecting renewal history
- Identifying key signals
- Weighting client inputs
- Mapping market factors
- Building scoring model
- Validating predictions
- Updating quarterly
- Sharing with leadership
- Aligning to capacity
- Planning resource needs
- Tracking forecast accuracy
- Refining model logic
Module 11. Scaling playbooks across client tiers
Adapt core frameworks for different client sizes, complexity levels, and engagement models.
12 chapters in this module
- Defining client tiers
- Assessing resource intensity
- Tailoring onboarding
- Adjusting review frequency
- Customising deliverables
- Modifying escalation paths
- Aligning team structure
- Benchmarking outcomes
- Sharing best practices
- Reducing overhead
- Maintaining personalisation
- Tracking efficiency gains
Module 12. Measuring playbook impact and iterating
Track how structured frameworks improve retention, efficiency, and satisfaction, then refine based on data.
12 chapters in this module
- Defining success metrics
- Tracking retention rates
- Measuring delivery time
- Assessing client feedback
- Calculating team efficiency
- Benchmarking across clients
- Identifying improvement areas
- Prioritising updates
- Testing changes
- Communicating wins
- Sharing updates
- Closing the loop
How this maps to your situation
- When onboarding a new client
- Before renewal cycle begins
- After a major client escalation
- During quarterly relationship review
Before vs. after
Before
Reliant on personal memory and ad-hoc coordination to manage client relationships
After
Equipped with structured, reusable playbooks that compound value across clients and tenures
What's included with your purchase
- 12 modules with 12 chapters each (144 chapters)
- Downloadable templates and worked examples for every module
- Hand-built implementation playbook delivered alongside course access
- 30-day money-back guarantee
Delivery and format
- Course and learning environment access provisioned within 24 hours of purchase
- Hand-built implementation playbook delivered alongside course access
Format: Text-based modules and chapters in the Art of Service learning environment, plus downloadable templates and worked examples for every chapter, plus the hand-built implementation playbook delivered alongside course access.
Time investment: Approximately 3, 4 hours per module, designed to be completed alongside regular work over 6, 8 weeks.
If nothing changes
Without codified frameworks, every client engagement starts from zero, limiting scalability and increasing burnout risk.
How this compares to the alternatives
Unlike generic CRM training or leadership courses, this program focuses on building proprietary, reusable relationship assets that grow more valuable with each client interaction.
Frequently asked
Is this course specific to insurance or reinsurance?
Yes, the frameworks are built around client engagement patterns in insurance and reinsurance brokerage, with emphasis on renewal cycles, risk dialogue, and compliance workflows.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will I need to integrate this with our internal systems?
No integration required. The templates are designed to work independently and can be adapted to your existing tools.
$199 one-time. Approximately 3, 4 hours per module, designed to be completed alongside regular work over 6, 8 weeks..
Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.
30-day money-back guarantee·
144 chapters·
Hand-built playbook included·
Account access within 24 hours