Client relationships in the consulting industry – What does it take in 2025?
In an era where competition for client trust is intensifying, the relationship is more important than ever. Our 2025 Insight Report shows that traditional metrics like CSAT are no longer enough for consulting firms that want to build profitable, long-term business.
Through conversations with over 30 consulting firms and their clients, we have identified the factors that make (or break) trust – and how you can develop your relationships into a strategic competitive advantage.
Why the relationship is business-critical
It is no secret that it is more expensive to acquire new clients than to retain existing ones. Yet, many consulting firms still focus more on new sales than on deepening their existing relationships. It is like watering the lawn with the tap running at the other end – while the most profitable clients risk slipping through your fingers.
Statistics from the report show:
- Existing clients buy on average 67% more than new ones.
- They are four times more likely to provide referrals.
- Loyalty in service-based relationships is often driven by emotions – not just numbers.
Yet, many companies lack a systematic approach to measuring and developing the relationship.
Five parameters that define a strong client relationship
The report identifies five areas that have consistently proven to determine the strength of a client relationship:
- Value – Show what the client gains, not just what you do
Many consultants deliver according to the proposal but fail to clarify the value for the client. What has the client actually gained from the project – in terms of business value? Clients are looking for partners who point out things they didn't see themselves, rather than just solving the problem.
- Communication – “We understand you when you understand us”
The report shows that customers value clarity and accessibility over formal perfection. It is about speaking the customer's language – and adapting to their specific context and situation.
- Collaboration – “Simplicity in everyday life matters more than you think”
Simplicity and agility are crucial – consultants who are easy to work with build loyalty, regardless of their skill level. Where there is friction in daily operations (e.g., waiting times, rework, messy processes), loyalty suffers.
- Quality – “What we receive must hold up – even under pressure”
Top-tier quality is not just about brilliance – it is about predictability, accuracy, and reliability. Even minor deviations, such as delayed deliveries or poor documentation, can erode trust.
- Commitment – “We can tell when you are truly with us”
Relational presence is often the deciding factor in whether a customer returns. Customers notice when they are just “another assignment” – and when they are a priority. Proactive presence creates security, especially in high-pressure situations.
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