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GLOBAL RELATIONSHIP MANAGEMENT
DEFINING THE CLIENT EXPERIENCE
Establishing a solid Client Relationship Management framework across all locations
AUDIT
One-liner:
Key Client: How do we define key clients?
Number of client segments:
How do we manage relationships?
What do we think the clients would like us to improve on
What support do we need?
Anchor 1
OUTSTANDING CLIENT EXPERIENCE
OUTSTANDING CLIENT EXPERIENCE
KNOW YOUR CLIENT
SOLUTIONS
COMMUNICATION
UP & CROSS SELL
INTEGRATED APPROACH ACROSS LOCATIONS
"This framework is aimed at shifting from
taking care of point-in-time interactions to
managing the overall client experience ."
Anchor 2
INTERACTIONS
Single point of contact
The Client Relationship Manager gets in touch with the client on a senior level and at a regular basis to ensure one person owns the relationship no matter the domicile (could be multiple) where we are providing the service. He expands his network within the client's organization.
The Client Service Manager talks to his day-to-day contacts in the client's organization about service delivery. These touchpoints have a purely operational focus.
Anchor 3
KEY CLIENTS
Revenues and potentials are the 2 factors defining our key clients' list:
We need to keep in our minds who are key clients are!
Anchor 4
KNOW YOUR CLIENT
1. DATA MANAGEMENT
Where do we get the information from?
1. Google Search
2. On-boarding Questionnaire
3. Meeting reports, networking reports
4. Calls
Where do we store the information?
All the key data must be in Zoho.
Marketing &
Sales
- Google search
- Client's website
- Google Alerts
Pre Sale meeting forms
Onboarding
Manager
On-boarding Questionnaire
Client Service
Manager
-Meeting call report
- Networking call report
Zoho
Anchor 5
KEY CLIENT EXPERIENCE
CLIENT EXPERIENCE
Anchor 6
KPIs
Anchor 7
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