Client Relationship Management Roundtable

November 2017 Semi Annual Meeting

Capacity Models: Balancing Value and Client Retention

November 14 & 15, 2017
Austin, Texas

Hosted by: Charles Schwab & Co.

*Registration requires an invitation code

Request Invitation Code

Current Context

Now is an opportune time to discuss client relationship manager capacity models in the industry in light of changing product designs, responsibilities, organization, technological innovation, and revenue opportunities for the industry.

At the end of an extended period of relentless price compression, the retirement plans industry finds itself in defensive posture. At some firms, profit margins are too slim to dedicate sales resources to plans other than national accounts. Price compression may push some to add to their product portfolio an offering consisting of a core set of essential services plus buy-up options (outsourced services).

Instead of offering different service bundles by market segment, one possibility is to offer each buy-up option starting at a set tipping point in terms of plan asset size. Tipping points may vary by outsourced service. With multiple breakpoints, a growing client periodically becomes eligible for a new service enhancement. Each service enhancement requires only an incremental payroll feed enrichment – making it easier for a plan sponsor to adopt the enhancement.

This evolution in product design alters the concept of client lifecycle and the responsibilities of Client Relationship Managers. In the new segment-less business model, success is defined in terms of client development and cross sales. This evolution could lead to higher adoption of service offerings and a return to a more assertive role for Client Relationship Managers.

The Client Relationship Management function is also affected by organizational changes and technological innovation. Increasingly, retirement plans business units are being melded into other organizations with a broader scope such as worksite benefits or investment services outsourcing. Technological innovation such as robotics, Artificial Intelligence, and virtual assistants help automate client interactions to a degree.

For a robust dialogue on the emerging retirement plan service organization, don’t miss out on the semi-annual meeting of the Client Relationship Management Roundtable. All major retirement plan recordkeepers attend the Client Relationship Management regularly. Insights will be broken up based on asset-size, providing focused, relevant dialogue on how to thrive and differentiate amid the changes.

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.

Audience

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
Large and jumbo plans
Micro, small and mid-sized plans
Across distribution channels (consultant, adviser, brokerage, TPA, bank, direct, agent and others)

Date, Time and Location

November 14, 2017

7:00p.m. - Pre-event Networking Dinner

Eddie V's Prime Seafood Austin - Arboretum
9400 B Arboretum Blvd.
Austin, TX 78759
512-342-2642

ZAGAT REVIEW

November 15, 2017

8:00 a.m. - Breakfast

8:30 a.m. to 3:30 p.m. – Sessions

Venue

Charles Schwab & Co
12401 Research Boulevard
Building 2, Training Room 2
Austin, TX 78759

Dress Code

Casual Dress for pre-event
Business Casual Dress Code for meetings

Topics

At the November 2017 meeting, attendees will discuss a paper on client lifecycle written by staff over and reviewed by a peer committee of early registrants. The paper will discuss the role of client relationship managers in guiding clients through the phases of a client’s lifetime with the firm pre-conversion / conversion / client development / client maturity / maintenance. This paper will reflect considerations in the hypothetical migration to a core-plus-options product concept.

Three breakout discussion sessions by plan asset size band moderated by attendees:

Capacity and Capacity Model case studies – presentation of a case-in-point / illustration by attendees
Organizational Considerations – relationships with other teams and support level within the organization
Hot topics suggested by attendees in the registration process and in the two weeks leading up to the meeting.

Agenda

Wednesday November 15, 2017

8:00 a.m. Continental breakfast buffet

8:30 a.m. Welcome and Introductions – Charles Schwab & Co.

9:00 a.m. Cybersecurity
Presentation and discussion
Dorothy Hill

10:15 a.m. Break

10:45 a.m. Moderated breakout sessions – Hot Topics

Micro / Small (<30 million) – Moderator - Tina Wilcox, T. Rowe Price
Mid-sized plans (30 million-<$300 million) – Moderator - Deanna Garen, Transamerica
Large and Jumbo plans (≥$300 million) – Moderator - Marcia Wepfer, Wells Fargo

12:00 p.m. Buffet Lunch

12:30 p.m. Moderated breakout sessions – Capacity / Capacity Model Case Studies

Micro / Small (<30 million) - Moderator - Jacque Mohs, Principal Financial Group
Mid-sized plans (30 million -<$300 million) – Moderator: Todd Ludlum – Lincoln Financial Group
Large and Jumbo plans ((≥$300 million) – Moderator: George Heming - The Vanguard Group

2:00 p.m. Break

2:15 p.m. Moderated breakout sessions – Organizational Considerations

Micro / Small / Mid (<100 million) – Moderator - Hal Oberg - The Newport Group
Large and Jumbo plans ((≥$100 million) – Moderator - Hank Zoller - Charles Schwab & Co. Inc.

3:15 p.m. Wrap Up and Next Steps

3:30 p.m. Meeting adjourns

Event Networking Dinner

Eddie V's Prime Seafood Austin - Arboretum
9400 B Arboretum Blvd.
Austin, TX 78759
512-342-2642

ZAGAT REVIEW

Hotel / Transportation

A block of rooms has been reserved at the Renaissance Austin Hotel. The cost is $179.00 per night not including taxes and incidentals (payment due at checkout time.) The cutoff date for the $179 rate is October 24, 2017.

For reservations please call the hotel directly at (800) 468-3571 or (512) 343-2626 by October 24, 2017 and reference that you are part of the Client Relationship Management Roundtable group rate in order to get the special rate or click here to make reservations.

Renaissance Austin Hotel
9721 Arboretum Boulevard
Austin, TX 78759
1-800-468-3571 or 1–512–343–2626

Or, click here to make reservations

Transportation provided between hotel / pre-event dinner, and meeting site.

Register