For shipping & logistics leaders

Keep the revenue
you already won.

Your team worked hard to win those clients. Cliezen helps you understand what could make them leave, what would make them stay, and where the relationship can grow.

See the blind spot
Built for recurring B2B relationships.
Freight forwarding. Shipping. Logistics.A clearer picture of the people behind each account.
01 / The commercial problem

New business gets the attention.
Existing revenue can
quietly slip away.

A client moves a route. Shipment volumes drop. Another forwarder gets the next opportunity. By the time the account is lost, your team may have missed months of frustration.

Sales then has to replace business it already won.

NEW ACCOUNTS WONVisible progress
EXISTING BUSINESS LOSTEasy to miss
The revenue you worked forThe business that slipped away
An illustrative freight account

One client.
Different realities.

Procurement likes the relationship. The warehouse keeps getting late notice of delivery changes. An account-level score can smooth over the difference.

The people experiencing the problem may not be the people filling in your annual survey.

Switch perspectives to see what the account score can miss.

CLIENT PERSPECTIVEProcurement

“The relationship is good. Our account manager is always easy to reach.”

Commercial relationshipLooks healthy

The useful question is what
the client expected to happen.

“Give us five hours’ warning of a missed delivery window.”
Now your account team has something specific to work on.

02 / The Cliezen approach

A method for understanding
the relationship.

Cliezen’s proprietary Relationship Quality System structures qualitative feedback around People, Product and Process. It connects who is speaking, what matters to them and where their experience falls short, so the team can choose a useful response.

01 / UNDERSTAND THE PRIORITY

The contact’s priorities

Different contacts value different things. Dynamic CX Compass helps establish which aspects of the relationship deserve the most attention.

DYNAMIC CX COMPASS
02 / DIAGNOSE THE GAP

The experience gap

RQS keeps feedback connected to the person and the relationship. A concern about delivery visibility stays visible alongside a positive buyer relationship.

RELATIONSHIP QUALITY SYSTEM
03 / CLARIFY THE EXPECTATION

The expected outcome

Deep Dive investigates the important gap. In this example, the client needs advance warning so warehouse staff can rearrange space and equipment.

DEEP DIVE
04 / ACT AND FOLLOW THROUGH

A specific response. A clear owner.

SWIFT playbooks help coordinate tasks, replies and follow-up. AI supports the account owner, while the customer’s response tells the team whether the experience improved.

SWIFT & IMPROVEMENTS
THE SAME FREIGHT ACCOUNT
What matters most to operations
Delivery reliability
High
Advance visibility
High
Reporting
Mid
Service breadth
Low

A poor experience in something the client values highly deserves investigation.

DYNAMIC CX COMPASS

Different contacts value different things. Dynamic CX Compass helps establish which aspects of the relationship deserve the most attention.

Illustrative workflow. Example data, not a live product screen.
03 / The commercial outcome

Better relationships give
growth a stronger foundation.

01 / PROTECT THE ACCOUNT

Deal with the reason
they might leave.

Understand the concern while there is still time for a useful conversation. Give the account team a specific issue to address, a person to speak to and a response to follow through.

02 / EARN MORE OF THE BUSINESS

Find the need behind
the next opportunity.

A new route. Another transport mode. A service the client did not realise you offered. Understanding what matters creates a more relevant expansion conversation.

The commercial value comes from what your team does with the insight. Cliezen makes the diagnosis and follow-through practical across more accounts.

04 / Put a value on it

A small change in retention
can be worth examining.

ILLUSTRATIVE ANNUAL REVENUE RETAINED
£200,000

Revenue your team would otherwise need to replace through new business.

A scenario, not a forecast or a claimed Cliezen result. Revenue × preventable revenue loss rate × assumed relative reduction. This estimates retained revenue, not profit or return on investment.

A useful starting point

Your next account review
can be more revealing.

Choose five valuable freight accounts. Use this short worksheet with the account owners to find what you know, what you are assuming and who you need to hear from.

Download the account review

Two pages. No form to fill in.

How does this fit with our CRM and account managers?

Your account managers retain responsibility for the relationship. Cliezen adds structured client evidence and follow-through. We’ll agree the relevant workflow and any integration requirements during discovery.

What would a first engagement look like?

A manageable cohort of valuable accounts, named account owners, an agreed contact list and a review date. We define the included capabilities, scope and price together. Early progress can include concerns surfaced and customer-confirmed improvements; retention and expansion require longer observation.

How is this different from NPS?

NPS is a surface-level recommendation score. The number itself gives no diagnosis of what went wrong, whose expectations you missed or what your team should change. B2B NPS surveys often struggle with low response rates, leaving large gaps in the account picture. A reassuring score can hide a frustrated stakeholder or an important service issue. Open-ended comments can add context, but the score alone gives account managers little direction. Cliezen’s RQS structures the relationship evidence around each contact’s expectations, priorities and experience, helping the team identify a specific gap, act on it and check whether the response helped.

The next conversation

Let’s look at one
account you want to keep.

We’ll explore whose perspective is missing, what remains unknown and whether Cliezen would give your team a useful next step.

Talk to Kári Thor

- founder of Cliezen

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