Clients typically select and remain with a firm because of one meaningful relationship. But what happens when that person retires? Even if you introduce the client to a new team, will the client want to work with them? Clients are concerned with succession and want to be engaged in this process. And will leave if they don't like whom you assigned. Succession planning is an element of client experience (CX) where firms should include clients but often do not. Learn how to look at succession through your clients' eyes and how to give them a voice in the process, increasing your retention odds.