MANAGEMENT CLIENT RELATIONSHIP.pptx

MANAGEMENT OF THE CLIENT RELATIONSHIP GROUP 8

DEFINITION OF TERMS •

CLIENT  –

Are individual(s) with whom the consultant has the initial and/or ongoing contracts wherein they discusses the engagement and its process with the consultant and at the completion of the engagement accepts the !nal report from the consultant"

T#$ %E& 'ELATI$NI*

" a #ons$ltant %$st %aintain the &ollowin' (elationships) •

Relationship between the

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Relationship between the

C$N+LTANT

C$N+LTANT

an the

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*'$,LE-. $LIN0 *'$CE!

CLIENT

OTHER PERSONNELS A CONSULTANT MUST HA*E ESTA+LISHED RELATIONSHIP ,ITH) •

A%inist(ato(s an e%plo-ees  –

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Mana'e(s an E%plo-ees  –

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,ho ha.e li/el- to be a0e#te b- the i%ple%entation o& sol$tions to the p(oble% sit$ation!

Mana'e(s an E%plo-ees  –

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,ho ha.e in&o(%ation an &a#ts #on#e(nin' the p(oble% sit$ation

,ho a(e assi'ne to pe(&o(% tas/e $ne( the #ons$ltant1s '$ian#e!

Mana'e(s an E%plo-ees  –

,ho a(e assi'ne to se(.e as liaison on a ail- basis between the #ons$ltant an hi'he("le.el %ana'e(s o( othe( o('ani2ational $nits with the s$ppo(t

$# T$ 1EEL$* AN1 -AINTAIN A'-$NI$+ 'ELATI$NI* •

Consultant should aim to develop a sense of trust and openness"

peci!c measures2 •

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Introducing consultant to the managers and employees Answering the urgent 3uestions that have formed in their minds

#ritten announcement and $ral *resentation 'ound get.ac3uainted interviews Consultant should re4ect an attitude of helpfulness Consultant should not directly tell the client what decision to ma5e

-ANA0IN0 CLIENT E=*ECTATI$N #hen communicating what the consulting pro6ect can do for the 7usiness the following should 7e o7served2 8" ,e clear as to what can 7e o9ered :" ,e positive a7out what can 7e o9ered ;" ,e honest a7out the limitation of the pro6ect" I1ENCE

Con!dence. occurs if the level of credi7ility suggests that e@pectations will 7e achieved to a degree that satis!es concerns a7out those outcomes not 7eing achieved

-aintaining Client Interest

$NE '+LE2

C$--+NICATE

C'EATIN0 $**$'T+NITIE >$' CLIENT ,+IL1.+* •

$+'CE A C$N+LTANT C$+L1 T'ACE -$T $> TEI' C+''ENT ,+INEE2  –

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,usiness contract gains throughout the 7usiness community peeches in professional and 7usiness organiations ,oo5s written from e@perience 'eferrals from speeches 7oo5s and articles #ord.of.mouth referrals

$TE' +00ETI$N2 •

 Boin at least three (;) organiations that o9er regular meetings and the opportunity to interact with peers in the industry"  –

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E@ample s2 (*I C*A -A* EA* >E* e tc")

Create a reference li7rary that includes mar5eting resources and other pu7lications that will assist the consultant in mar5eting  implementation and even travel" Esta7lish a circle of informal advisors and ma5e it a point to contact them once a month"  –

INNE' CI'CLED should include other consultants clients vendors(printer or graphic artist) professionals and others whose 6udgment can 7e relied upon such

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Esta7lish colla7oration with other consultants -ail to clients items of interest -ail to prospective clients items of interest *u7lish articles in relevant periodical $9er pro7ono wor5 for community government and non.pro!t organiations Accepts spea5ing engagement at trade associations and conferences Create we7site ,usiness listing in phone7oo5 or yellow pages"

FOUR FOUR MA3OR MA3OR AREAS AREAS

PRESSENT CLIENT ACTI*ITIES

NONCLIENT RELATIONSHIPS

PU+LIC RELATIONS OR PROMOTIONAL ACTI*ITIES

POTENTIAL CLIENT ACTI*ITIES

*'EENT CLIENT ACTIITIE

START"UP CORE +USINESS DE*ELOPMENT

'ETENTI$ N 0ENE'ATI$ N $> 'E>E''AL >$' NE# ,+INE

E=*ANI$ N $> E'ICE

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'ETE NTI$ N

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GATHER E*ALUATION OF PERSONNEL AND PERFORMANCE ENSURE REGULAR CONTACT ,ITH SIGNIFICANT CLIENT DE*ELOP CLIENT SER*ICE PLANNING

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E=*AN I$N $> E'I CE

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C'$ -A'%ETIN0 >+LL 'AN0E C$N+LTIN0 E'ICE -EETIN0 #IT A >ELL$# *A'TNE'. *ECIALIT

GENERATION OF REFERRALS

SATISFACTION OF CURRENT CLIENTS A,ARENESS OF CURRENT CLIENTS OF  THE FIRMS FULL RANGE SER*ICES

N$N. CLIENT 'ELATI$NI*2 TI'1.*A'T& 'E>E''AL $+'CE ACTIITIE •

Another important activity that will facilitate 7uilding a consulting practice is the development of relationships with signi!cant third. party referral sources" These referral services oftentimes are fellow professionals who serve mutual clients"

*romotional and *u7lic 'elations Activities •

P(o&essional se(.i#es a(e hi'hlpe(sonal4 that1s wh- %ost a$tho(ities a'(ee that p(o%otional a#ti.ities sho$l be .iewe p(i%a(il- as .ehi#les &o( #(eatin' an enhan#in' awa(eness o& the 5(%!

E@ample *romotional/ *u7lic 'elation Activities2 •

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Institutional advertising *roduct and service. oriented advertising Newsletter eminars and wor5shops peeches Articles in professional or industry pu7lications *ress relations Trade shows *articipation in community trade and professional organiations ymposia and panels

E9ective *romotional Activity It is i%po(tant to (e%e%be( that all p$bli# (elations6 p(o%otional a#ti.ities sho$l be esi'ne to establish #onta#ts that #an be enhan#e on a pe(sonal basis as a &ollow" $p to the a#ti.it-!

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eminars Se%ina(s (e%ain a pop$la( tool &o( %anp(o&essionals p(i%a(il- be#a$se the- o0e( an oppo(t$nit- to %eet a la('e n$%be( o& people an to e%onst(ate ini(e#tl- the 7$alit- o& the 5(%1s people an epe(tise! •

Community Involvement •

F(o% an iealisti# stanpoint4 #o%%$nitin.ol.e%ent in #i.i# an #ha(itable o('ani2ations o0e( p(o&essionals the oppo(t$nitto 9(epa-: thei( #o%%$nities; %o(e p(a'%ati#all-4 thealso %eet &ellow p(o&essionals an &$t$(e b$siness #onta#ts! Pa(ti#ipation in s$#h a#ti.ities sho$l be base p(i%a(il- on the ini.i$al p(o&essional1s inte(ests an esi(e to #ont(ib$te to the #o%%$nit-!

Abanonin' Clients G(a#e&$llso%e sa%ples? •

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Eplain to the #lient that #e(tain assi'n%ents #annot be #ost"e0e#ti.e hanle an-%o(e! Establish allian#es with -o$n'e( #ons$ltants who %a- want to ali'n the%sel.es with %o(e establish p(a#titione(s in o(e( to lea(n4 obtain b$siness an netwo(/! P(o.ie the #lient with a.an#e noti#e that the #ons$ltant will be a##eptin' lesse( assi'n%ents an oin' wo(/shops an appea(an#es!

Conitions that will =$sti&abanon%ent •

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+eneath the '(owin' &ee st($#t$(e Un#hallen'in' P(o.iin' a (ep$tation that oes not 5t the #ons$ltant1s '(owth st(ate'O.e(l- spe#iali2e Unable to att(a#t the /in o& talent the #ons$ltant wants in his 5(% Unable to att(a#t the /in o& (e&e(en#es the #ons$ltant nees In a(eas an in$st(ies that the%sel.es a(e not '(owin' Unpleasant an6o( has ($e an o0ensi.e people Unethi#al in its a#tions an6o( bo(e(line ille'al Ha(sh in its e%ans &o( t(a.el4 s$ppo(t4 an

 THAN@  OUBBBBBBB