Managing clients
Effective client management results in continued work, good rates and the
firm's inclusion in client planning when new opportunities arise. PACE Australia
can assist your firm in acquiring and maintaining this position using a
customised approach that focuses on the following areas.
Segmentation
Maximise resources by identifying profitability parameters and segmenting the
client base to determine level of focus.
Client expectations
Make agreements with clients regarding their expectations. Introduce
processes to ensure these will be met and conduct project reviews.
Marketing
Conduct a marketing audit to determine the value of your activities to the
client.
Selling
Gain the knowledge, understanding and confidence to identify opportunities
and sell solutions in alignment with the client's business objectives.
Cross-selling
Be aware of the firm's capabilities outside your division. Reflect on and
sell the extra value in relation to what your client will gain from buying
expertise through your firm.
Key client planning
Set objectives and plan of action for each key client to ensure the greatest
chance of achieving goals.
Technology
Evaluate technology to ensure control over, and information about, client
management processes.
Client service teams
Introduce or assess a business development team. Identify and build success
parameters for this team, in particular shared vision, agreed goals and
objectives, interdependency, defined roles and responsibilities.
Embed cultures and values
This will be achieved through the manifest behaviours of the majority of the
people who work in the firm.
|
