360 Global Relationship Management | 360DigitalHeroes
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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?

 

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 ."

 

INTERACTIONS

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. 

 

KEY CLIENTS

Re​venues and potentials are the 2 factors defining our key clients' list:

We need to keep in our minds who are key clients are!

 

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
Onboarding
Manager
Client Service
Manager
Zoho
 

KEY CLIENT EXPERIENCE

CLIENT EXPERIENCE

 

KPIs

 
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