It may sound like a no brainer but you would be surprised once again how many organizations I talk to that do not have a documented client management process. Each individual in the organization does things their own way – effective when you are small but impossible to scale.
In an earlier post we outlined the client experience process breaking the year up into distinct phases with distinct solutions and tools utilized during each phase.
The client management process runs across all the client experience phases and gives the Account Manager the tools needed to build a remote relationship. It always makes me chuckle that we were told 5 years ago by everyone in the market that we would never be able to build remote relationships – the client will always want to see you onsite - man how times have changed. We have sold and managed clients around the country and not a single person in our organization has ever met them in person – this is a powerful growth model.
Anyway, we break the client management process down into some distinct areas (I will go into more detail in future posts):
Remote relationship building – it is different than sitting in the same room with someone and your people need to have different skills
Say it first – this is an aspect of communication and relationship building that fosters open honest communication by brining things to the client’s attention even when they may reflect poorly on our organization at first. This honesty allows us to accomplish the next step in client management (the ability to put thoughts and concerns out on the table in a constructive way for people to react to is also helpful in personal relationships – but that is my psych background talking so I will get back on track here)
Establish first position – We know we have a deep relationship when the client will not make an important BUSINESS (notice I did not say technology there) decision without sitting down with their Everon CTO first
Establish standard checking points – this allows the client to hear from you when things are not off track with your service. All too frequently we run around fixing the squeaky wheels and forget about the rest
Empower your people – allow your relationship people and everyone in your organization make decisions that will benefit your clients businesses and are in alignment with your organizations core values without having to seek permission
By creating tools and processes for each of these areas of client management we have built hundreds of successful remote relationships with business owners all over the country. When we are doing our job right our relationship people are working as and are viewed as an invaluable part of the client’s organization.
JC
