Client Relationship Management focuses on best practice client management strategies, the aim being to lock-in client prospects, to secure glowing client testimonials, and to improve both client referrals and client loyalty.
This is a book that takes a common sense approach, shedding light on six key elements of successful client relationship management:
- The client relationship;
- Relationship and project initiation;
- Planning;
- Implementation;
- Closeout; and
- Service plan.
Author David Po-Chedley is a business management consultant of 25 years’ standing, and draws on this experience to serve up real-world advice on:
-How to define solutions based on the client's history; How to design a plan to secure ownership from stakeholders;
-How to promote strong communication; and
-How to acknowledge individual and team performance.
He offers practical approaches designed to safeguard client relationships, so these relationships evolve smoothly, and without hiccoughs.
Po-Chedley’s personal advice includes:
Formulating a client relations ‘decision matrix’.
This is a way to establish relationships with key stakeholders at the right time, and to ensure they have the information to make a favourable decision.
Client relations stakeholder analysis
An approach to guarantee that the right people are involved at the right time, and to develop relationships that foster their support and buy-in for any given project.
Client relations communications matrix
Gathering information on the buying habits and communication preferences of your target audience.
Client relationships extension plan
The identification of add-on value opportunities that can cement an already happy client relationship.
ABOUT THE AUTHOR
Dave Po-Chedley has been involved in project management for 25 years. He is President of Cambridge Consulting, a firm dedicated to enhancing project effectiveness for clients around the world.
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