The starting phase of any successful client relationship management programme
Client centricity is the degree to which your business understands your clients' challenges and operates with their requirements in mind. In developing a client centric strategy you can bridge the gap between what clients' expect in terms of service levels and interactions.
A deep understanding your clients' business and the challenges they face, allows for a deeper and longer lasting relationship. Service Excellence as a means of enhancing the client experience is a key element in this process. By implementing this approach, you can assist your clients in becoming more successful and in doing so, increase your revenues and profits too.
reLiance assists businesses in understanding the role of the client and working from a client centric point of view. This changes the "what works for us" to "what works for our clients" philosophy.
This is accomplished through the development client centric strategies that harness the power of organisational silos. Many companies suffer from Silocitis - an organisational disorder in which isolated functional silos operate in their best interests alone. The ideal is to have these silos working in collaboration to maximise the organisation's client experience, loyalty and trust. In so doing, the propensity for clients to repurchase is heightened, thereby increasing their value to your business.
How does your company fare? Are you meeting your clients' needs?
Answer these four questions to get a feel for your company's client centricity. If you answered 'no' to any of them, drop me a note for a chat at
- Has your company got a client strategy mission statement?
- On the last three board meetings agenda at your company, has the word customer or client
appeared on all three?
- Has your company invested in client research in the last two years?
- Is your sales force commission structure based on total revenue only?
And lastly, which is your company's lead silo?
Answer, it should be Clients