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Outsmart, outdo and outperform in the digital age
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GLOBAL RELATIONSHIP MANAGEMENT
DEFINING THE CLIENT EXPERIENCE
Establishing a solid Client Relationship Management framework across all locations
AUDIT
One-liner:
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Key Client: How do we define key clients?
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Number of client segments:
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How do we manage relationships?
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What do we think the clients would like us to improve on
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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.
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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
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!
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
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Where do we store the information?
All the key data must be in Zoho.
Marketing &
Sales
- Google search
- Client's website
- Google Alerts
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Pre Sale meeting forms
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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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