smar-event-imageClient Relationship Management Roundtable

2016 Semi Annual Meeting

Fresh New Ideas To Retain and Grow Client Plans

May 3/4, 2016
Chicopee, MA

Hosted by: MassMutual Financial Group


Register* On-line

*Registration requires an invitation code

You want to be in this business. Helping American Workers achieve successful retirement is a worthy cause and the task is never ending. Managing relationships with plan fiduciaries to keep them on task is a critical success factor for any recordkeeping service provider.

You must stay abreast of the latest developments and have meaningful discussions with your peers to stay relevant. Some argue there is too much capacity in the industry; we contend there is room for a broad diversity of service models designed to meet unique needs of plan sponsors in niche markets.

You need to attend the semi-annual meeting of the Client Relationship Management Rountable. The Roundtable is entering its ninth year and attendance is still growing. All major retirement plan recordkeepers regularly attend, absences are noticed. There is abundant opportunity to add value through differentiation.

Meeting Objective

Forum for Chief Client Relationship Management Officers of retirement plan firms to discuss emerging industry trends, major challenges and opportunities, current and upcoming governmental regulations and other topics of interest to attendees.  Informal discussions are organized around topics suggested in the registration process.  There are no minutes of this meeting.


Attendance is by invitation only.  The invitation is extended to heads of client relationship management of retirement plan service providers operating in the following markets:

  • Corporate, government, Taft-Hartley and not-for-profit markets
  • Across distribution channels (consultant, adviser, brokerage, TPA, bank, direct, agent and others)
  • Large and jumbo plans
  • Micro, small and mid-sized plans

Date and Time

May 3, 2016

7:00 p.m.—Pre-event Networking  dinner at MassMutual Hotel & Conference Center

May 4, 2016

8:30 a.m. to 3:30 p.m. – Sessions

Breakfast starting at 8:00 a.m.


MassMutual Hotel and Conference Center, West Springfield A and B Room
350 Memorial Drive
Chicopee, MA  01020

Dress Code

Business Casual

Hot Topics

Business Environment and Strategic Issues

  • Regulatory landscape and direction
  • Recordkeeping system development
  • Pace and business benefit of automation
  • Changing buying, due diligence, and renewal pattern
  • Competitive environment
  • New product rollout and communication
  • Organizational structure, relationship to other profit centers
  • Investing, advice and guidance

Service Models and Distribution

  • Segmentation/service models $10M and under
  • Role of distribution/prescriptors/third parties in shaping service models
  • Location - services best handled locally and services best handled remotely
  • Centralization - economies of scale and communications technology
  • Organization - alignment across teams
  • Third-party services/alliances - remote obstacles/facilitate growth
  • Growing distribution, developing distribution
  • Managing relationships with consultants and other parties

Staffing and Development

  • RM development and segmentation
  • Capacity models and time management
    • Driving efficiency
    • Allowance for innovation in communications technology
    • Interaction between product development and capacity model
  • Client history collections
    • RM getting credit for successful relationships
    • Measuring customer satisfaction
  •  Use of client survey data and client metrics to direct relationship capacity models
  • Relationship Manager coaching - in-house and external

Financial Well-Being, Financial Health and Liablity Modeling

  • Technology solutions to improve participant behaviors/outcomes
  • Effectiveness of readiness metrics at raising participant attention
  • Effectiveness of metrics at motivating participants to act
  • Effectiveness of readiness metrics at engaging CFOs
  • Experience with liability modeling based on readiness metrics
  • Linking retirement readiness, cost of health benefits, HSA implementation and retirement benefits budget

Other topics suggested by attendees


Tuesday, May 3, 2016
7:00 p.m.     Pre-event Networking Dinner at MassMutual Hotel & Conference Center

Wednesday May 4, 2016
8:00 a.m      Continental breakfast buffet
8:30 a.m.     Welcome and Introductions - MassMutual
9:00 a.m.     Fiduciary Definition - Steven Saxon - Groom Law Group
10:00 a.m.   Break
10:30 a.m.   Moderated breakout sessions - Approaches to Successfully Complete Strategic Initiatives and Product Enhancement Rollouts

    • Micro / Small (<30 million)
    • Mid-sized plans (30 million-<$300 million)
    • Large and Jumbo plans (≥$300 million)

12:00 p.m.   Cold Buffet Lunch
12:30 p.m.   Moderated breakout sessions - Factoring Relationship Manager Development and Technological Innovation in Capacity Models

    • Micro / Small (<30 million)
    • Mid-sized plans (30 million -<$300 million)
    • Large and Jumbo plans ((≥$300 million)

2:00 p.m.     Break

2:15 p.m      Roundtable discussions: Big Picture: Financial Well Being and HSAs
3:30 p.m.     Meeting adjourns

Pre-event Networking Dinner

Hotel / Transportation

A block of rooms has been reserved at the MassMutual Hotel and Conference Center in Chicopee, MA.  The cost is $115.00 per night not including taxes and incidentals (payment due at checkout time.)  For reservations please check the appropriate box when you register.

MassMutual Hotel and Conference Center
350 Memorial Drive
Chicopee, MA  01020

Rental cars are recommended for transportation between Bradley International Airport and MassMutual Hotel and Conference Center.


Register on-line

Registration requires an invitation code.  Payments by credit card, debit card, check or bank transfer

Registration deadlines and Cost Per Attendee    

Registration deadline: Roundtable
On or before December 31, 2015 $950.00
After December 31, 2015 $1,175.00

Cancellation policy:

EACH Enterprise, LLC will refund your entire meeting fee if you cancel on or before December 31, 2015.  For cancellations between  January 1, 2016 and April 20, 2016, EACH Enterprise, LLC will refund your registration fee minus an administration fee of $175.  No refunds for cancellations after April 20, 2016.  In the unlikely event that the number of registered attendees falls short of expectations, EACH Enterprise, LLC will refund the entire registration fee. 



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EACH Enterprise, LLC
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