Client Relationship Management Leadership Roundtable

July 2020 Semi Annual Meeting

And Spring arose on the garden fair…

July 29 and 30 2020
Boston, MA

Hosted by: John Hancock Retirement Plan Services



Register On-line

*Registration requires an invitation code

Request Invitation Code

And Spring Arose



Spring is a time for hope and rebirth.  The retirement industry emerges full of dreams after dark days of fee compression, legislative freeze, chilling lawsuits, and frightening cyberthreats.  New energy inspires us to help workers achieve a state of financial wellness that bauds well for their retirement success.  A fresh focus on outcomes and the entry of a new generation into the ranks of Client Relationship Management re-invigorates our enthusiasm, send us on a mission to accomplish great things for working Americans. 

The Spring 2020 meeting of the Client Relationship Management Leadership Roundtable will be more than a meeting; together, we will hatch a plan to motivate employers to act on good intentions and achieve business success.


The action plan leading to the meeting includes two activities with the ultimate goal of creating a "United Nations" of Client Relationship Management Leadership in the Retirement Plans business.

Joint Video Conference with the Strategic Account Management Roundtable.

The Strategic Account Management Roundtable is engaged in the production of a video to help explain how advances in Artificial Intelligence, Automation, and Robotics will change service models and the demands on Account Managers going forward.  This Joint Session in Congress will spur ideas, propose solutions, and advance the production and dissemination of the video created at the behest of the Strategic Account Management Roundtable.  We propose to hold this joint session Tuesday February 11, 2020 at 2 p.m. Eastern / 11:00 a.m. Pacific

Refresh of the Client Relationship Management Leadership Sentiment Survey

The Client Relationship Management Leadership Sentiment Survey measures attitudes of heads of client relationship management across recordkeeping firms (attendees and non-attendees), identifying emerging key issues.  The survey consisting in part of open-end questions will be designed with input from a steering committee of Roundtable members and co-presented by members of the Steering Committee at the Roundtable meeting.  A tangible report will document our collective read, insights and most-striking take-aways, identifying best and aspirational practices in client relationship management leadership. 

Suggestion Box on Client Notes Management

Collecting, storing, analyzing, and managing notes Relationship Managers take during and after each interaction has emerged as an area ripe for improvement.  In the months leading to the meeting, we will organize an online suggestion box to collect neat ideas worth trying.  We will open the suggestion box and trade ideas at the meeting and identify three or four particularly innovative, and recognize the relationship manager who suggested the idea.


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.

Join us for a robust dialogue on the emerging retirement plan service landscape at the semi-annual meeting of the Client Relationship Management Roundtable.  Major retirement plan recordkeepers attend regularly.  Insights will be broken up based on your interests (Hot Topics), and by asset-size, providing focused, relevant dialogue on how to thrive and differentiate amid the changes.

On the 26th meeting of the Roundtable, we will utilize our time to draft a charter for the Roundtable

  • What issues and concerns we are determined to solve
  • What aims we are resolved to reach through our combined efforts

At a fun and productive session – we will design a market testing initiative, a stimulus that motivates clients to act.  We propose to collaborate on a series of social media posts articulating the value of superior retirement plan service.  By value, we mean the quantifiable business benefits clients reap from procuring superior retirement plan service.


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)


July 29, 2020

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

Grill 23 & Bar (Best of Boston 2018)
Fairfield Room
161 Berkeley Street
Boston, MA 02116

July 30, 2020

8:00 a.m. - Breakfast
8:30 a.m. to 3:30 p.m. – Sessions


John Hancock
200 Berkeley St.
Boston, MA 02116


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


This preliminary list of hot topics will be supplemented with requests collected for the Sentiment Survey

  • Financial Wellness
  • Profitability, fee compression, cost management, and revenue streams
  • AI, fraud mitigation.
  • Consolidation
  • Recent Federal and State Legislation, and jurisprudence action plan
  • Team Management
    • Attracting millennials to the position
    • Skill sets of Relationship Managers of the future
    • How to develop relationship managers
    • Resources available to develop relationship manager e.g. for negotiation skills
    • Consultative selling - influences.
    • Relationship Manager client notes management
    • Staffing, case load, efficiency
    • Compensation levers & bonus programs


Wednesday July 30, 2020

8:00 a.m.     Continental breakfast buffet

8:30 a.m.     Welcome  – Scott Francolini – John Hancock

8:40 a.m.     Introduction

9:00 a.m.     Client Relationship Management Sentiment - Insights, Take-aways, and Aspirations -Presentation and Discussion

      Co-presenters: Member of the Research Steering committee

10:15 a.m.   Break

10:45 a.m.   Moderated breakout sessions – Timely hot topics decided two weeks prior to the meeting

    • Group 1 - Timely Hot Topic #1
    • Group 2 - Timely Hot Topic #2

12:00 p.m.   Buffet Luncheon

12:30 p.m.   Moderated breakout sessions on suggested topics by size band –

    • Micro / Small (<$30 million) 
    • Mid-sized plans ($30 million -<$100 million) 
    • Large and Jumbo plans (≥$300 million)

2:00 p.m.     Break

2:15 p.m.     GGeneral Session – Charter and Collaboration on a market testing initiative to drive the value of superior retirement plan service

3:15 p.m.     Wrap Up and Next Steps

3:30 p.m.     Meeting adjourns


Grill 23 & Bar (Best of Boston 2018)
Fairfield Room
161 Berkeley Street
Boston, MA 02116


Hotels near the meeting site include:

Loews Boston, 154 Berkeley Street, Boston, MA 02116 (276 feet*)

Boston Park Plaza, 50 Park Plaza, Boston, MA  02116 (.2 mile)

Fairmont Copley Plaza, 138 St. James Avenue, Boston, MA  02116 (.2 mile)

Marriott Copley Place, 110 Huntington Avenue, Boston, MA  02116 (.4 mile)

Westin Copley Place, 10 Huntington Avenue, Boston, MA  02116 (.5 mile)

*distance from John Hancock


Register On-line

*Registration requires an invitation code

Request Invitation Code


Registration deadline: National Leader Regional or Segment Leader
On or before January 31, 2020 $1250 $1550
After January 31, 2020 $1650 $1950

Cancellation policy:

EACH Enterprise, LLC will refund your entire meeting fee if you cancel on or before February 29, 2020.  For cancellations between March 1, 2020 and March 31, 2020, EACH Enterprise, LLC will refund your registration fee minus an administration fee of $175.  No refunds for cancellations after March 31, 2020.  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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East Granby, CT 06026