October 18, 2011 (PLANSPONSOR.com) – According to a recent survey by Anova Consulting Group, small market retirement plan sponsors in the adviser-sold marketplace report that DC providers (or recordkeepers) are delivering a higher level of client service than retirement plan advisers.
Findings from the research show that on an overall basis, plan sponsors with less than $5MM in plan assets are generally highly satisfied with their service contacts at the provider / recordkeeper, but only somewhat satisfied with their dedicated retirement plan advisers. Of over 1,000 plan sponsor survey respondents in the adviser-sold space, 88% state that they are “very satisfied” with their provider’s service contact / relationship manager compared to only 77% who are “very satisfied” with their retirement plan adviser.
“As the DC industry has matured and consolidated, successful providers have increased their focus on plan sponsor service in order to boost client retention” said Richard Schroder, President of Anova Consulting Group, in a press release. “Results from the plan sponsor research we’ve performed over the past decade show a consistent upward trend in satisfaction scores for providers’ client service levels and personnel.”
The same research also reveals that retirement plan advisers have not kept pace with these rising service levels, particularly among smaller plan sponsors, the press release said. Differentials in service ratings are most pronounced for sponsors of plans under $5MM in assets, who tend to be more dependent on their advisers for plan administration assistance. Areas of particular concern include frequency of client contact and taking a proactive (vs. reactive) approach to the relationship (83% of plan sponsors are very satisfied with the level and method of contact with their providers vs. 74% for financial advisers). For larger plans between $5-$25MM in assets, advisers are more attentive to plan sponsors, with the gap between recordkeeper and adviser service levels narrowing considerably and even reversing in some cases.
“In an increasingly competitive marketplace, customer satisfaction will continue to be a key differentiator among advisers in building and maintaining successful practices,” suggests Schroder. “This study reinforces the necessity for retirement plan advisers to place further emphasis on the quality of their relationships with clients. Similar to what has occurred at the provider level, it will become ever more important for advisers to demonstrate a high level of service to their clients in order to differentiate themselves from their competition and build loyalty, especially as fees and the overall value provided by financial advisers continue to come under increased scrutiny.”
For Immediate Release
Contact: Andrew Cloutier
Anova Consulting Group, LLC
(617) 731-1045
andrew@anovaconsulting.com
BROOKLINE, MASS., October 18, 2011 – According to a recent survey by Anova Consulting Group, a leading provider of customized market research, sales training and consulting services to financial services and human capital management companies, small market retirement plan sponsors in the advisor-sold marketplace report that DC providers (or recordkeepers) are delivering a higher level of client service than their retirement plan advisors.
Findings from the research show that on an overall basis, plan sponsors with less than $5MM in plan assets are generally highly satisfied with their service contacts at the provider / recordkeeper, but only somewhat satisfied with their dedicated retirement plan advisors. Of over 1,000 plan sponsor survey respondents in the advisor-sold space, 88% state that they are “very satisfied” with their provider’s service contact / relationship manager compared to only 77% who are “very satisfied” with their retirement plan advisor.
“As the DC industry has matured and consolidated, successful providers have increased their focus on plan sponsor service in order to boost client retention” said Richard Schroder, president of Anova Consulting Group. “Results from the plan sponsor research we’ve performed over the past decade show a consistent upward trend in satisfaction scores for providers’ client service levels and personnel.”
That said, the same research also reveals that retirement plan advisors have not kept pace with these rising service levels, particularly among smaller plan sponsors. Differentials in service ratings are most pronounced for sponsors of plans under $5MM in assets, who tend to be more dependent on their advisors for plan administration assistance. Areas of particular concern include frequency of client contact and taking a proactive (vs. reactive) approach to the relationship (83% of plan sponsors are very satisfied with the level and method of contact with their providers vs. 74% for financial advisors). For larger plans between $5-$25MM in assets, advisors are more attentive to plan sponsors, with the gap between recordkeeper and advisor service levels narrowing considerably and even reversing in some cases.
“In an increasingly competitive marketplace, customer satisfaction will continue to be a key differentiator among advisors in building and maintaining successful practices,” suggests Schroder. “This study reinforces the necessity for retirement plan advisors to place further emphasis on the quality of their relationships with clients. Similar to what has occurred at the provider level, it will become ever more important for advisors to demonstrate a high level of service to their clients in order to differentiate themselves from their competition and build loyalty, especially as fees and the overall value provided by financial advisors continue to come under increased scrutiny.”
Established in 2005, Anova Consulting Group is a leading market research and consulting firm focused on Win / Loss analysis and client satisfaction analysis. By helping its clients understand why they win, lose and retain business, Anova provides strategic perspectives to its clients, driving better decision-making, product development, sales effectiveness, client service, and continuous improvement. Last year, Richard Schroder, president of Anova, released a book about Win Loss Analysis titled, From a Good Sales Call to a Great Sales Call (McGraw-Hill, 2011), which details how learning from post-sale Win / Loss debriefing helps close more sales.
CHESTNUT HILL, Mass., Oct. 12 /PRNewswire/ — According to a new book by the president of Anova Consulting Group, Richard Schroder, 401(k) and investment management salespeople (including financial advisors) will greatly improve their sales effectiveness by learning why they win business and why they lose it.
Schroder, whose firm has been performing institutional Win / Loss analysis and market research for leading financial services and human capital management firms since 2005, details in his book, From a Good Sales Call to a Great Sales Call (McGraw-Hill, October, 2010), how learning from post-sale debriefing helps close more sales.
“In a majority of new business situations, salespeople do not have a complete and accurate understanding of why they lost, causing them to miss a critical opportunity to improve their sales performance, better understand their competitive landscape, enhance their company’s products and services, and ultimately increase sales,” writes Schroder.
“Only 18 percent of companies currently have a formal Win / Loss program in place for their sales teams, with an independent third party conducting in-depth interviews with prospects on behalf of a sales team,” Schroder said. “This means there are over 20 million salespeople who have no access to an independent post-decision review on their behalf. This book was written to fill that gap. It shows individual salespeople how to better conduct post-decision debriefs on their own so they can improve their sales effectiveness and win more business.”
The sales process can be particularly vexing for 401(k) providers or investment managers selling through financial advisors or other intermediaries, Schroder says. “The intermediary may not allow you to have a close relationship with the end prospect, and thus the debriefing process becomes increasingly challenging.”
Salespeople have an accurate, full realization of why they lost only 40 percent of the time, Schroder writes in the book. “Therefore, in 60 percent of new business situations, salespeople do not have a complete and accurate understanding of why they lost. And when salespeople don’t understand why they lose sales, it can be very difficult for them to improve their ratio of wins to losses in future sales,” Schroder writes.
Schroder’s research through Anova Consulting Group took place over five years and involved interviews with thousands of companies in Win / Loss situations. Anova also performed research on over 500 salespeople around best practices for debriefing with prospects post-sale.
Schroder’s new work is a step-by-step guide for salespeople and sales managers, walking them through the benefits of post-decision debriefing, understanding how prospects and salespeople can inhibit the feedback process, providing debrief guides and tested interviewing techniques / best practices for improving the debrief process, and benchmarking the sales feedback individual salespeople receive.
For Immediate Release
Contact: Heather Jenkins
Anova Consulting Group, LLC
(617) 731-1085
heather@anovaconsulting.com
CHESTNUT HILL, MASS., October 12, 2010 – According to a new book by the president of Anova Consulting Group, Richard Schroder, salespeople will greatly improve their sales effectiveness by learning why they win business and why they lose it.
Schroder, whose firm has been performing institutional Win / Loss analysis and market research for leading financial services and human capital management firms since 2005, details in his book, From a Good Sales Call to a Great Sales Call (McGraw-Hill, October, 2010), how learning from post-sale debriefing helps close more sales.
“In a majority of new business situations, salespeople do not have a complete and accurate understanding of why they lost, causing them to miss a critical opportunity to improve their sales performance, better understand their competitive landscape, enhance their company’s products and services, and ultimately increase sales,” writes Schroder.
“Only 18 percent of companies currently have a formal Win / Loss program in place for their sales teams, with an independent third party conducting in-depth interviews with prospects on behalf of a sales team,” Schroder said. “This means there are over 20 million salespeople who have no access to an independent post-decision review on their behalf. This book was written to fill that gap. It shows individual salespeople how to better conduct post-decision debriefs on their own so they can improve their sales effectiveness and win more business.”
The sales process can be particularly vexing for salespeople selling through third parties or other intermediaries, Schroder says. “The intermediary may not allow you to have a close relationship with the end prospect, and thus the debriefing process becomes increasingly challenging.
Salespeople have an accurate, full realization of why they lost only 40 percent of the time, Schroder writes in the book. “Therefore, in 60 percent of new business situations, salespeople do not have a complete and accurate understanding of why they lost. And when salespeople don’t understand why they lose sales, it can be very difficult for them to improve their ratio of wins to losses in future sales,” Schroder writes.
Schroder’s research through Anova Consulting Group took place over five years and involved interviews with thousands of companies in Win / Loss situations. Anova also performed research on over 500 salespeople around best practices for debriefing with prospects post-sale.
Schroder’s new work is a step-by-step guide for salespeople and sales managers, walking them through the benefits of post-decision debriefing, understanding how prospects and salespeople can inhibit the feedback process, providing debrief guides and tested interviewing techniques / best practices for improving the debrief process, and benchmarking the sales feedback individual salespeople receive.
Established in 2005, Anova Consulting Group is a leading market research and consulting firm focused on Win / Loss analysis and client satisfaction analysis. By helping its clients understand why they win, lose and retain business, Anova provides strategic perspectives to its clients, driving better decision-making, product development, sales effectiveness, client service, and continuous improvement. Last year, Richard Schroder, president of Anova, released a book about Win Loss Analysis titled, From a Good Sales Call to a Great Sales Call (McGraw-Hill, 2011), which details how learning from post-sale Win / Loss debriefing helps close more sales.
September 08, 2010 — Research done by Anova Consulting Group shows how properly training new, small-market plan sponsors is imperative for advisers and plan providers to achieve client satisfaction. —
The survey of 875 plan sponsors shows that new, small-market 401(k) plan sponsors (those that have been in the role for less than a year and have less than $10 million in assets under administration), are more than twice as satisfied with their providers as those who did not receive adequate training.
Richard Schroder, President of Anova, told PLANADVISER that financial advisers need to be aware that any kind of training they give to a plan sponsor is beneficial; whether it’s as simple as a phone call to inquire if they have any questions, or as involved as a full-blown seminar for participants–any personal connection at the start of the relationship can go a long way.
Schroder also emphasized that the sooner this training can be done, the better.
“If you can get that sponsor up to speed quicker, they will have fewer questions down the road. They might start to do paperwork wrong, have compliance issues, et cetera, and eventually it means more problems for providers and advisers down the road,” he said.
Advisers need to remember that specifically for a small-market plan sponsor, handling retirement plans is a very small part of their responsibilities; it’s up to the adviser to bring the topic to their attention. The sponsor needs to be aware of what kind of training is available to them. Schroder pointed out how the industry is constantly developing new features intended to make the job of being a plan sponsor easier; and while those products and innovations may be useful, they cannot replace proactive outreach, Schroder believes.
And perhaps the most relevant bit of research found by Anova – if a new plan sponsor does not feel he has the support from an adviser or a plan provider – another adviser can easily swoop in and offer to help sort through the process. The retention rates of advisers who take the time to train the plan sponsors is much greater than those who don’t have that connection.
For Immediate Release
Contact: Andrew Cloutier
Anova Consulting Group, LLC
(617) 731-1045
andrew@anovaconsulting.com
BROOKLINE, MASS., September 7, 2011 – According to a new survey by Anova Consulting Group, LLC, a leading market research firm in the financial services and human capital management sectors, small- market 401(k) plan sponsors who have a clear understanding of the roles of their service team members are 31% more likely to be satisfied with their providers than those who do not understand the distinct responsibilities of each team member.
Of over 2,000 small market plan sponsor survey respondents (with less than $10 million in plan assets), a full 34% said that they did not clearly understand the roles of their service team members. Those who said they fully understand service team members‟ roles and responsibilities reported an 83% overall level of satisfaction, compared with 63% overall satisfaction level reported by sponsors who were confused by service team roles.
“Our survey shows that the most successful retirement plan providers are those who have clearly defined roles across service team members and proactively communicate these roles to plan sponsors,” said Richard Schroder, president of Anova Consulting Group. “Service team role clarity is especially important in the small-plan market, where sponsors tend to be business owners (or appointed personnel) for whom administering the 401(k) plan is only a small part of their job description. They need to know whom to call to get their issues resolved quickly, and they have little time or patience to be re-directed after an initial inquiry.”
Another way in which having well-defined roles and responsibilities helps sponsor satisfaction is by setting clear service level expectations. The two areas in the survey in which satisfaction ratings suffer most when sponsors don‟t understand service team roles are “treats me as an important client” and “employee education materials and meetings”. Sponsors who clearly understand service team roles are 57% more likely to feel like they are treated as an important client and 55% more likely to be satisfied with their provider‟s employee education offering. “In situations where sponsor expectations have not been managed by the plan provider, sponsors are more likely to feel that their provider is not being proactive or helping as much as they could.” said Schroder.
An additional challenge in the small market is the prevalence of unbundled plans, in which the presence of TPAs can further complicate the service picture. According to Schroder, “It is especially critical for plan providers to have clearly defined service roles in unbundled situations. “Finger-pointing‟ among TPAs, FAs, and plan providers is a sure recipe for sponsor dissatisfaction.” Survey results show that unbundled plan sponsors are 24% less likely to clearly understand service team roles than their bundled counterparts.
In summary, Schroder stated, “This is an important finding because it is relatively easy for 401(k) plan providers to address. This survey shows that establishing clear roles in the service organization and communicating them to plan sponsors can be a cost effective way to significantly improve client satisfaction and retention.”
Established in 2005, Anova Consulting Group is a leading market research and consulting firm focused on Win / Loss analysis and client satisfaction Analysis. By helping its clients understand why they win, lose and retain business, Anova provides strategic perspectives to its clients, driving better decision-making, product development, sales effectiveness, client service, and continuous improvement. Last year, Richard Schroder, president of Anova, released a book about Win Loss Analysis titled, From a Good Sales Call to a Great Sales Call (McGraw-Hill, 2011), which details how learning from post-sale Win / Loss debriefing helps close more sales.
September 7, 2011 (PLANSPONSOR.com) – According to a new survey by Anova Consulting Group, LLC small-market 401(k) plan sponsors who have a clear understanding of the roles of their service team members are 31% more likely to be satisfied with their providers than those who do not understand the distinct responsibilities of each team member.
Of over 2,000 small market plan sponsor survey respondents (with less than $10 million in plan assets), 34% said that they did not clearly understand the roles of their service team members. Those who said they fully understand service team members’ roles and responsibilities reported an 83% overall level of satisfaction, compared with 63% overall satisfaction level reported by sponsors who were confused by service team roles.
According to a press release, another way in which having well-defined roles and responsibilities helps sponsor satisfaction is by setting clear service level expectations. The two areas in the survey in which satisfaction ratings suffer most when sponsors don‟t understand service team roles are “treats me as an important client” and “employee education materials and meetings.” Sponsors who clearly understand service team roles are 57% more likely to feel like they are treated as an important client and 55% more likely to be satisfied with their provider’s employee education offering.
An additional challenge in the small market is the prevalence of unbundled plans, in which the presence of TPAs can further complicate the service picture. Survey results show that unbundled plan sponsors are 24% less likely to clearly understand service team roles than their bundled counterparts.
September 07, 2011 — Small-market 401(k) plan sponsors who have a clear understanding of the roles of their provider team members are more likely to be satisfied with their providers than those who do not understand the distinct responsibilities of each team member. —
The survey by Anova Consulting Group consisted of more than 2,000 small market plan sponsors; those with less than $10 million in plan assets. Thirty-four percent said that they did not clearly understand the roles of their service team members. Those who said they fully understand service team members’ roles and responsibilities reported an 83% overall level of satisfaction, compared with 63% overall satisfaction level reported by sponsors who were confused by service team roles.
Having well-defined roles and responsibilities also helps sponsor satisfaction levels by setting clear expectations. The two areas in the survey in which satisfaction ratings suffer most when sponsors don’t understand service team roles are “treats me as an important client” and “employee education materials and meetings.” Sponsors who clearly understand service team roles are 57% more likely to feel like they are treated as an important client and 55% more likely to be satisfied with their provider’s employee education offering.
An additional challenge in the small market is the prevalence of unbundled plans, in which the presence of TPAs can further complicate the service picture.
For Immediate Release
Contact:
Andrew Cloutier
Anova Consulting Group, LLC
(617) 731-1045
andrew@theanovagroup.com
BROOKLINE, MASS., June 23, 2015 – Today, Anova Consulting Group announced the addition of three new professionals: Louise Revers, Executive Interviewer; Laurie Grabner, Editor and Executive Interviewer; Mardan Flynn, Senior Research Analyst.
“Revenue growth in 2014 of 30% year over year has necessitated hiring,” said Rich Schroder, Founder and President of Anova. “We spent significant time and effort selecting qualified candidates and are enthusiastic about the results; the addition of three seasoned executives.
Louise brings more than 25 years of experience in marketing and business development to conduct in-depth interviews for Anova’s technology clients. She has extensive experience managing market research initiatives spanning diverse industries in start-up and growth environments. Previously, she was director of client services and drove client satisfaction for leading global brands at Communispace.
Prior to that, Louise was the senior manager of market intelligence and analysis at Genuity, one of the first Internet services providers. Louise also has extensive experience executing marketing communications and business development programs via her work as marketing director at International Data Corporation.
Mardan will utilize her decade-long experience in the financial services industry to work with Anova’s defined contribution clients, creating customized research programs, analyzing the findings, and providing actionable recommendations. Prior to joining Anova, Mardan was a Senior Research Relationship Manager at Cerulli Associates and a Senior Associate in the client management group at Cambridge Associates.
Laurie will conduct research projects for clients across Anova’s defined contribution and investment management practices. During her career, Laurie ran a successful consulting business providing marketing strategy and communications for a variety of retirement and financial services clients including Bank of America, Fidelity, John Hancock Funds, UPromise, SBLI, ING, and Putnam Investments. In addition, she worked in senior-level sales and marketing roles at Scudder Kemper Investments and Columbia Management Group.
Established in 2005, Anova Consulting Group is a leading market research and consulting firm focused on win / loss and client satisfaction analysis. By helping its clients understand why they win, lose, and retain business, Anova provides strategic perspectives driving better decision making, product development, sales effectiveness, client service, and continuous improvement. Richard Schroder, Founder and President of Anova, is author of the Win Loss Analysis book titled From a Good Sales Call to a Great Sales Call (McGraw-Hill), which details how learning from post-sale debriefing helps close more future sales.
BROOKLINE, Mass., May 22, 2013 /PRNewswire/ — Anova Consulting Group, a leading market research firm in the financial services industry, announced today the launch of a new syndicated study entitled “Private Equity in DC Plans: Retirement Industry Perspectives”.
As private equity firms seek ways to tap into the individual investor retirement plan market and plan sponsors weigh various options to increase retirement readiness among their participant bases, Anova proposes to capture the perceptions and concerns of key stakeholders regarding the potential introduction of private equity investment options onto DC platforms.
“Private equity funds and defined contribution plans have not historically shared much common ground, so it will be interesting to see how receptive plan sponsors, advisors, and plan providers are to the concept,” said Richard Schroder, president of Anova Consulting Group. “There are certainly some operational as well as cultural challenges facing private equity firms who wish to sell their investments in retirement plans, but there may also be opportunities, especially given the growth of target date funds and automated plan features. This study will help to flesh out challenges and opportunities and create a roadmap with ideas on how the trend might play out.”
Likely subscribers to the study include private equity firms, retirement plan providers, and retirement plan consultants / advisors. This study will enable subscribers to:
— Assess DC market awareness of / potential demand for private equity
investing
— Identify top areas of concern (and potential solutions) regarding key
operational, technical, regulatory, and fiduciary issues
— Investigate feasibility of various asset class categories and investment
vehicles
Pre-subscribers who enroll by June 14(th) will be invited to offer input into the topics covered and research questionnaire. For the full study prospectus, see www.AnovaConsulting.com.
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