Our team will work with you to design a key client engagement programme that not only meets your business objectives, but which also benefits your clients and customers. Each of our team has experience in managing high value and strategically important key account programmes and will act with the utmost confidentiality, integrity and sensitivity.

We can then can work with you to manage the next steps and to ensure that the process of communication with your key clients is maintained.


Darren Francis


Darren works with professional services organisations of all sizes – both in the UK and internationally – to help with the management of key clients and customers.  This includes developing account management and relationship management processes and strategies; conducting customer listening programmes; and implementing change to service delivery as a result of client and customer feedback.

For more details about our services please call Darren on 07921 212733 or email him darren.francis@rtzupstream.com

Natalie Rodgers


Natalie is a Chartered Marketer and Non-practising Solicitor who advises professional service organisations on all aspects of business development, client engagement and marketing strategies.  She has a reputation for developing strong and trusted business relationships – making her ideal for client engagement projects.  Natalie is adept at helping organistions to identify opportunities to deliver wider services and more added value to key clients and customers.

For more details about our services please call Natalie on 07881 780608 or email her natalie.rodgers@rtzupstream.com

Carly Cotton

CARLY COTTON – Business Development Administrator

Carly assists with the Business Development administration at RTZ Upstream. She ensures the smooth running of customer listening programmes from arranging appointments to producing final reports. As a Business Development professional, she also gets involved directly with some aspects of client projects.

She’s extremely helpful, organised and professional – the oil that keeps the wheels turning!


Sally Dyson


Sally’s experience as a senior in-house lawyer – and therefore a serial procurer of legal services and manager of supplier panels – means that she understands what makes client and customer organisations tick.  This adds significant value as Sally can listen sensitively and then apply the insights obtained to meet and anticipate the needs of your clients. As a business coach Sally can also deliver one-to-one support to your own senior team to enable your key people to optimise client relationships in the light of feedback . Sally is widely published and her books include – “Client Listening: Why it Pays and How to Do it.”

Clare Jones


Clare has led key account programmes and customer engagement programmes involving multiple decision makers. Bringing the customer voice into your business creates clear competitive advantage as well as return on investment for clients.

Clare is an experience and commercial Chartered Marketer with a broad set of skills covering the entire marketing and business development pipeline across all channels including digital. She has developed and managed teams, plans, projects, training programmes and budgets.


Clare Jones

JANET FALK – US (New York)

Janet is a Public Relations and Marketing Communications professional who advises law firms, financial services firms, accounting firms, businesses and non-profits on communication strategies and tactics to achieve their goals.

Her preferred platforms are media relations, client newsletters, timely trend reports and annual reports, with the occasional speech or holiday greeting card tossed in for good measure. Janet prides herself on not being a round peg, nor a square peg, but rather an octagonal peg, who does not fit the mould. Her outsider’s perspective and experience in diverse industries are what permit her to look beyond the four walls of the house in which her clients dwell and open the door, both to see outside and record how others perceive them.