you know your client! does your client know you?

You Know Your Client! Does Your Client Know You?

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You Know Your Client! Does Your Client Know You?NEIL PHILIPSON

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Invincible

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Wouldn’t it be great ……

To understand our customer's business as well as they do?

To add so much value, cost wasn’t even discussed?

To have greater intelligence of a customer’s future plans?

To get a “heads up” on issues that impact our business?

To be a consultant or supplier of choice; engaged without competition?

To have customers that go the extra mile for us?

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So what is stopping you?

Leadership Ownership Vision Never ending journey –

Not a destination Talk shop

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Client management health check

Clearly defined and agreed definition of a Key Client All of the people in our organization feel they own the

process of managing our Key Clients We have met with our Key Clients and have asked them

what they want from a firm such as ours For all Key Clients we have a plan – it has specific,

measurable and achievable objectives

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Change what we do today

Key Client management must be a strategy

Invest in our top customers Invest in emerging customers Build profitable relationships Target strategically

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Strategic Framework

Gather Analyse Summarise Use

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Gather

Client vision Client purse Client market SWOT

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Analyse

Strategy Client relationships Our value Our added value

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Summarise

What we learnt The opportunity Our value proposition Plan of action

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Be Proactive

Take responsibility

Keep working at it

Don’t waste energy

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Begin with the end in mind

Define success

Do the right things

Provide leadership

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Put first things first

“If you don’t put your big rocks in first, the fillers of life will occupy your day and there won’t be room” - Unknown

Prioritize the tasks

Strong management

Do things right

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Understand and then be understood

Seek to understand

Explore capability

Find solutions

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Make it happen

Get amongst it

Build relationships

Keep it energised

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Wrap up

Offers a common structure

Leaves space for flair

Runs on your energy

Now you

control it

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A client is someone who engages the services of a professional

A customer buys goods or services from a business

Client vs. Customer

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Questions

Your time to Roar!

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Presenter NameTitleOrganizationPhone Email URL

Contact Us

Neil PhilipsonTechnical DirectorMott MacDonald PDNA+27832708532Neil.philipson@mottmac.comwww.mottmac.com