360Crossmedia_logo2015_def_pantone (1)_e

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

 
360Crossmedia_logo2015_def_pantone (1)_e

Powered by

  • Facebook Social Icon
  • YouTube Social  Icon