Executive Summary

Planit, an independent strategic-creative firm headquartered in Baltimore, sought a clearer, more actionable view of client satisfaction and team performance. Leadership wanted tangible data—rather than hearsay—to spot risks early, guide Account Directors, and demonstrate success to both clients and prospects.

By adopting LIFT’s Client Relationship Intelligence platform, Planit replaced intuition with structured CX + EX feedback, equipped client leads with real-time insights, and created a repeatable framework for closed-loop action planning.

Early gains included a stronger client-centric focus, streamlined internal processes, and a data story that Planit now leverages in new-business pitches.

Additionally, Planit views trust and open communication as the foundations for successful relationships and LIFT has become a vital tool in fostering these values, both with clients and internal teams.

The Challenge

• Empowering Account Directors – As Planit grew, it became crucial to equip Account Directors with the tools to manage their teams more effectively. A key focus was maintaining the strong trust between leadership and Account Directors, while giving them data-driven insights into their clients to help them make more informed, proactive decisions in managing relationships.

• Lack of Actionable Insight – Leadership struggled to find a structured way to measure client satisfaction and track progress over time. Without reliable data, it was challenging to take proactive steps to ensure success for both clients and internal teams.

• Inefficient Homegrown CX / EX Program – Planit’s previous attempt at a homegrown system was too cumbersome and difficult to maintain, preventing it from becoming fully operational within the agency. With ownership centralized and its execution deprioritized, the system was underutilized, especially by client-facing teams.

The Solution

• Unified CX + EX Feedback – After evaluating various options, Planit chose LIFT as a single platform to capture both client and internal feedback, providing a comprehensive 360° view of relationships.

• Effortless Implementation – The simple setup and ongoing use of LIFT alleviated bandwidth challenges, enabling teams to focus on what truly matters.

• Full Ownership for Account Directors – Account Directors now fully own the insights in real-time from the LIFT platform, using them as a springboard for better client and team conversations.

• Self-Serve Analytics – Dashboards empower client leaders to explore data by project, timeframe, or metric, boosting their ownership and driving more meaningful discussions.

• Hard Data Over Hearsay – LIFT’s surveys provide actionable, quantifiable feedback, allowing Planit to identify potential issues early and equip Account Directors with the insights needed to address them before they escalate. The data and insights in LIFT are the ultimate conversation starter.

Results & Impact

Quantitative Highlights

• Faster Identification of Growth Opportunities – LIFT’s insights have enabled quicker identification of growth opportunities, giving teams incredible insights into retention strategies.

• LIFT Feedback in RFP Decks – Planit has incorporated client feedback into its proposals, adding credibility and supporting new business wins with data-backed proof of strong client relationships and open lines of communication and feedback. “It’s been invaluable in showing potential clients that we don’t just talk about our relationships—we can prove them with hard data”.

Qualitative Benefits

• Stronger Client-Centric Culture – Teams now share a common language for discussing relationship health and next steps. “LIFT has aligned our teams, ensuring we’re all on the same page. Everyone understands the client’s needs and the priorities moving forward.”

• Time Savings – Automated reporting has replaced time-consuming check-ins and manual spreadsheet work. “We’ve saved so much time. We’re no longer scrambling to track down information.”

• Empowered Account Directors – With direct access to analytics, Account Directors are now able to be proactive advisors rather than just project managers. “The Account Directors now feel like they have the tools to lead the conversation, not just follow it.”

• Cross-Team Learning – Side-by-side CX and EX views highlight both strengths and areas for improvement across teams. “It’s a learning process for us all. We’re seeing what’s working and where we can improve, not just in client relationships but internally, too.”

• Cultural Transformation – “For us, trust and open communication are central values, and LIFT has become a key catalyst for initiating conversations that lead to deeper understanding and stronger relationships—both with clients and internal teams. Implementing LIFT into our operations has played a pivotal role in driving our shift toward a data-driven culture, promoting transparency at all levels. This transformation is essential for better decision-making and building stronger trust within our teams.”