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Client Relationship Management Roundtable

2017 Semi Annual Meeting

2017 – A year of uncertainty or opportunity for relationship managers?

May 2 & 3, 2017
Greenwood Village, Colorado

Hosted by: Empower Retirement

Register On-line

*Registration requires an invitation code

Request Invitation Code

Current Context

It is said the only constant is change. In 2017, we are certainly seeing this come to light. Will you and your relationship management team be paralyzed by the uncertainty, exhausted from managing change, or inspired by the opportunity?

  • Regulatory uncertainty – The Trump Administration promises change for Americans.  Can recordkeepers predict what direction this change will take? Would a six-months delay of the U.S. DOL Fiduciary Rule allow time for the rule to be changed or eliminated? Will the rule be enforced?  Will the potential repeal of the ACA distract sponsors so much that they will cut support for the retirement plan and refrain from constructive plan changes?
  • Organizational change – The creation of customer experience teams, the use of predictive data and analytics engines, marketing departments bringing in consumer packaged goods experts; insurance companies integrating divisions driving towards a consistent experience across consumer product lines…  As the pendulum swings back to the participant/consumer, where does this leave relationship management?  How does this impact client retention and client development at the sponsor level?
  • Innovation – innovation, by definition, drives change. What innovations are happening in relationship management? How can you motivate long-tenure relationship managers to develop their talent in unchartered territory?  How can you incent both new and career-long RM’s to get behind the changes?

For a robust dialogue on how to think about and react to the changing environment, don’t miss out on the semi-annual meeting of the Client Relationship Management Roundtable. This is the best attended of all the EACH Enterprise roundtables, with all major retirement plan recordkeepers in regular attendance.  Insights will be broken up based on market segments, 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.


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

May 2, 2017

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

Shanahan’s Steakhouse Denver
5085 South Syracuse St.
Denver, CO 80237

May 3, 2017

8:00 a.m. - Breakfast

8:30 a.m. to 3:30 p.m. – Sessions


Empower Retirement - Conference Center
8525 E. Orchard Road, B2T3
Conference Room A & B
Greenwood Village, CO  80111

Dress Code

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

Hot Topics

Political and Regulatory Hot Spots

  • Changes to ObamaCare - a potential distraction for plan sponsors? 
  • Healthcare coverage cost cuts and increased allocation to retirement benefits - parts of a workforce aging management program
  • The Fiduciary Rule - status quo or anticipating changes?
    • The rumored 6-month delay and lack of enforcement
    • Navigating the $50 million definition
    • Developing a service strategy for orphaned clients
    • Managing closed books
    • Exiting markets or freezing blocks
  • Recent class-action litigation
  • What to do when you or a client gets sued

Business Environment and Strategic Issues

  • Pace and business benefit of automation / innovation
  • Retail mutual fund vs. insurance firms – opportunities and challenges for each
  • The competitive environment
  • Continuing consolidation

Classic Relationship Management

  • Retention
    • Leading and lagging metrics to identify risk prior to a rebid
    • Client development metrics
    • Client satisfaction versus transactional satisfaction
    • Satisfaction versus loyalty
    • C – suite engagement
    • Institutionalized processes to build save strategies
  • Revenue
    • Fee compression and strategies to preserve revenue
    • How to justify a premium
    • Can you still differentiate based on talent and service?
    • Swings towards bundling or unbundling costs
  • Sponsor cross sales and participant adoption
    • In-plan income solutions
    • Advice solutions and managed accounts
    • New cross sale innovations?
    • Training RMs on the cross sell pitch
  • Retirement readiness
    • Defining the success of the plan - traditional plan metrics versus participant outcomes
    • With a few years of participant outcome metrics under the belt, how well are firms able to move the needle?  

New Rules of Engagement

  • Achieving economies of scale in relationship development
  • Building relationships in a me-first world
  • Preserving and adding value when it’s just business
  • Trust and alternative reality
  • Operating in a world of “you can you get away with…”
  • Do we need “Sales”?

Other Topics Suggested by attendees


Wednesday May 3, 2017

8:00 a.m.     Continental breakfast buffet

8:30 a.m.     Welcome and Introductions – Empower Retirement

9:00 a.m.     Hot Topics:  The Fiduciary Rule, the Business Environment, and Innovation   

10:00 a.m.   Break

10:30 a.m.   Moderated breakout sessions – Client Development Case Studies

  • Micro / Small (<30 million) – Moderator: Darcy Latta
  • Mid-sized plans (30 million-<$300 million) – Moderator: George Diones
  • Large and Jumbo plans (≥$300 million) – Moderator: Eric Henon

12:00 p.m.   Buffet Lunch

12:30 p.m.   Moderated breakout sessions – Talent, Training and Designations

  • Micro / Small (<30 million) Moderator: Eric Henon
  • Mid-sized plans (30 million -<$300 million) – Moderator: Darcy Latta
  • Large and Jumbo plans ((≥$300 million) moderator: George Diones

2:00 p.m.     Break

2:15 p.m.

Report Out and Dialog: Beefing up Public Relations activity and enhancing industry image:  Retirement Advisor Council, TPA Action Roundtable, and other industry initiatives

3:00 p.m.     Wrap Up and Next Steps

3:30 p.m.     Meeting adjourns

Event Networking Dinner

Shanahan’s Steakhouse Denver
5085 South Syracuse St.
Denver, CO 80237

Shanahan’s is the modern interpretation of the classic Denver steakhouse.  While steakhouses have reinvented American cuisine Shanahan’s redefines the next generation of steak house by raising the bar with USDA quality prime meats, specialty bone-in cuts and a vast selection of fresh seafood. This ultra chic version of the steakhouse offers the best in upscale dining experiences with a sprawling bar, towering indoor/outdoor fireplace and an unparalleled wine display.

Hotel / Transportation

A block of rooms has been reserved at the DoubleTree by Hilton DTC in Greenwood Village, CO. The cost is $189.00 per night not including taxes and incidentals (payment due at checkout time.)

For reservations please call the hotel directly at 1-800-327-2242 by April 11, 2017 and reference that you are part of the EACH Enterprise, LLC group rate in order to get the special rate.

DoubleTree by Hilton DTC
7801 East Orchard Rd.
Greenwood Village, CO 80111

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


Register On-line

*Registration requires an invitation code

Request Invitation Code

Registration deadline: Roundtable
On or before February 28, 2017 $995
After February 28, 2017 $1225

Cancellation policy:

EACH Enterprise, LLC will refund your entire meeting fee if you cancel on or before February 28, 2017.  For cancellations between March 1, 2017 and April 19, 2017, EACH Enterprise, LLC will refund your registration fee minus an administration fee of $175.  No refunds for cancellations after April 19, 2017.  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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East Windsor CT 06088