As most of my readers are aware, I have developed a program called The Good The Bad and The Ugly Client Retention Program. Focused on service firms that are in need of a client management program that is NOT computer-based, GBU creates a process to convert the bad clients to good, manage the good with first-class service and fire the ugly.
The reams of information on good client relationships, managing those relationships, and keeping those good clients fills a giga-bite-plus of internet space. Popular CRM software cannot classify the organic nature of client management. This huge gap leads to mis-communication, bad feelings AND loss of revenue.
Client relationships are built between human beings. A Client Retention Program is a execution plan. Plain, simple and straightforward, it allows a firm to deploy precious resources to the good, convert the bad and fire the ugly.
Time to ask your service firm the following questions:
How do you manage your clients? What relationships do you actively maintain and why? What revenue is stuck behind a difficult relationship?
Feel free to comment on your current state of clients: The Good, The Bad and The Ugly!
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1 comment:
It all takes on an interesting dimension when "clients" are actually students and you are the "teacher". At an end of program dinner, some revealing conversations showed the range a teacher has, in becoming a mentor, supporting somebody who sees one as a rolemodel maybe. It left me wondering, where the job brief finishes and maybe, deep down we are all students and mentors looking to be retained in order to be propelled forward?
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