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Client Services Strategy

Effective client services for customer engagement and revenue growth

Kate Fairhurst

on 11 September 2011

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Transcript of Client Services Strategy

Client Services Results Growth Plan Client Services Strategy Notes Let the games begin! (cc) photo by Metro Centric on Flickr (cc) photo by Franco Folini on Flickr (cc) photo by jimmyharris on Flickr (cc) photo by Metro Centric on Flickr Relationships Profits Services Be nice! Relaxed but compelling Generous Honest and open Listen! Sensitive Deliver Definition Satisfaction! Proposal Brainstorms Delivery Understanding (cc) image by nuonsolarteam on Flickr Calcuate Sign Off Feedback Communication Communication Winning new contracts
Clear communication around service value
Confidence around pricing and negotiation
High margin one off projects
Lower margin business on retainer
Capture full needs prior to quotation
Reflect full company overheads in pricing Growth Concepts Client growth Client extention Business network New business Marketing Extend relationships with
current customers Spend time with new contacts Learn
needs Map
Opportunities Brainstorms (cc) photo by theaucitron on Flickr Repeat business with existing customers Engage and
customers Unlock new
opportunities with
new discussions Regular
client strategy
meetings Migrate project
revenue to retained
revenue Generate
new leads Enhance reputation
and relattionships Focus on sizable
opportunities Map company
structures Network to
new contacts Explain services
and benefits Engage
interest Win new
Contracts! Acquire new customers
through business network Introduce
Qube to
network Informal
meetings and
catch ups Introduction
to interested
parties Win new
clients! Acquire new customers
through marketing Introduction
to interested
parties Attend
conferences Market
easy win
services 1 new retainer per month Project revenues reducing but
remain important Capture new customers
with project revenue Develop customers into
strategic relationships Secure retainers for strategic relationships Huge! Medium Small (cc) image by rocketboom on Flickr (cc) image by quoimedia on Flickr Large
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