Competency: Client Relationship Management
DEFINITION:
Client Relationship Management refers to every stage of communication with a client or customer, from approaching potential clients to following up after the service is provided.
To keep track of all communications, many companies use a CRM (Client Relationship Management) system, which logs data relating to all interactions with customers.
STAGES: Understand needs - Deliver service - Receive feedback
KEYWORDS: Communication, relationships, managing expectations, customer satisfaction, feedback, needs, concerns, KPIs, stakeholders, strategy, performance, quality, goals, risk assessment, data, analysis.
BOOKS:
How to Win Friends and Influence People by Dale Carnegie
Book Yourself Solid by by Michael Port
Permission Marketing by Seth Godin
93 Extraordinary Referral Strategies by Jay Abraham
IT TOOLS:
HubSpot CRM
Microsoft Dynamic
Salesforce
OUTLINE:
Research and reach out to new clients on appropriate platforms.
Liaise with a wide variety of clients via phone, email or one-to-one meetings to build a relationship, gathering requirements and an understanding of their concerns and goals.
Formulate a plan of action for clients, outlining strategy, KPIs and overall objectives to create a path to achieving a shared vision.
Maintain records of communications using a CRM system.
Maintain ongoing communication through in-person meetings, phone and email to ensure goals are being met and to deal with any issues or concerns.
Up-sell additional products or services to support the client by monitoring their ongoing needs.
Solicit feedback to ensure customer satisfaction and to gain insight into their experience with your business.
EXAMPLES OF CLIENT RELATIONS MANAGEMENT
Researching and reaching out to new clients, maintaining ongoing communication, negotiating, managing complaints or conflict, soliciting feedback, contacting former clients to re-engage.
