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What Is Client Management

The document discusses client management and maintaining good relationships with clients. It defines client management, explains why it is important, and provides tips and best practices for building and managing client relationships such as communicating effectively, exceeding expectations, carefully listening to clients, and being proactive.

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Le Huyen Tram
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105 views

What Is Client Management

The document discusses client management and maintaining good relationships with clients. It defines client management, explains why it is important, and provides tips and best practices for building and managing client relationships such as communicating effectively, exceeding expectations, carefully listening to clients, and being proactive.

Uploaded by

Le Huyen Tram
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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What Is Client Management?

Client management is the process of overseeing and coordinating an organization’s interactions


with its clients and potential clients.

Why do we need to manage the clients?


Customer loyalty is one of the most important factors for building and sustaining a successful
business. Therefore, client management is the strongest and most effective approach for every
successful business to maintain and build long-lasting and profitable relationships with their
customers. 

Example
Benefits of Client Management
Greater Customer Loyalty
As long as you can retain loyal relationships with customers and keep them satisfied, they will
keep coming back to you in the future and prefer to buy your goods and services rather than
your competitors’ products

Growth in Sales Revenue


Satisfied and loyal customers would prefer to interact with your brand, make a purchase with
you, and recommend your products and services to their friends and family. 
Increase customer lifetime value
The happy and satisfied customers turn out to be your loyal customers and are
associated with dealing with your business for a longer time by understanding what
causes satisfaction or dissatisfaction of their expectations

How to build the relationship with clients?


To build and maintain lasting business relationships with clients, follow these tips:

1. Focus on Exceptional Communication


 Timely, efficient communication should be a priority
2. Maintain a Positive Attitude
 As stressed out or overwhelmed as you may feel, it’s important to show a positive face
to your clients.Exude the energy and confidence that you want your clients to feel about
your work
3. Share Knowledge
 If your client doesn’t understand your area of expertise, it’s your opportunity to share
information that will help the client understand what you do, which will build trust.
4. Be Open about Your Opinions
 By confidently expressing your honest opinions, clients will respect your initiative and
desire for excellence.
5. Exceed Expectations
 One of the best ways to help build strong client relationships is to develop a reputation
by setting reasonable expectations, you give yourself the opportunity to completely
impress the client 

Best Practices for Managing Client Relationships Effectively


1.Carefully Listen to customers
To give customers what they want, you need to know what they want. 
2. Be proactive
When it comes to avoiding crises or even simply reaching out to customers in a positive
way, tracking becomes more important for business growth.
3. Practice honesty and manage marketing expectations
Marketing efforts must be crafted carefully so that nothing is promised that cannot be
fulfilled.

Manage Your Client Relationships


1. Communicate over and over and over…
This is the single most important point on this list. Because how we present
information is always subject to interpretation and people absorb it in all sorts of
different ways. It’s the bridge between expectations and assumptions. 

2. Have a clear project scope with sign-off — and set priorities.


Making sure that you have a very clear scope when starting a project is essential, as
people will always try to creep things into the scope

3. Include your clients on what you do.

There are plenty of simple steps that your client can participate in. This also makes
your client take some responsibility for the results as well. 

4. Ask more questions.

Encourage them to share what keeps them up at night. This focus on their needs will
build trust.

5. Set a well-documented and communicated project schedule.


Before you start, make sure deadlines are set for each deliverable
and ensure each person the action falls knows about it. Allows the
clients that have missed a meeting or need a reminder them.

6. Be transparent and over-explain.

Relaxed people are easier to negotiate with, so it’s important to


cultivate your client’s trust and peace of mind. 

11. Focus on the three A’s.

In each case, there are three things that happen when we mess something up with a
client.

 Acknowledgment – We take ownership of it and never make excuses for


why it happened. Instead, we very honestly explain  the circumstances led
up to the situation.
 Apology – We express our apologies for the incident, and describe what
our company is doing to ensure it doesn’t happen again – or at least
minimize the possibility.
 Amends – Before we contact the client, we either determine what we’ll do
to rectify the situation and offer options to the client, ask if there is
something the specific the client would like us to do, or we have already
done was is needed (as in the case of the upgrade)

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