GLOBAL RELATIONSHIP MANAGEMENT

CONTENTS

Defining the Client Experience

Outstanding Client Experience

Interactions

Know your Client

Key Client Experience

Organisation & Governance

Mission#1: Key Clients Mapping

Planning

Case Study

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?

OUTSTANDING CLIENT EXPERIENCE

OUTSTANDING CLIENT EXPERIENCE

"This framework is aimed at shifting from

taking care of point-in-time interactions to

managing the overall client experience ."

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. 

KEY CLIENTS

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

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.

KEY CLIENT EXPERIENCE

CLIENT EXPERIENCE

KPIs