Did you know that it’s always cheaper to retain an existing client than it is to get a new one onboard? That means it doesn’t pay agency owners to overlook client management. Most full-spectrum digital marketing agencies have begun working on a series of different techniques for managing clients effectively and making sure that their interactions with both existing and potential clients remain as positive as can be.
Leading Approaches to Client Management for Agencies
Customer relationship management is critical to the growth of your agency. Your clients are going to pay close attention to the quality of service that you provide to them, so it’s important that you manage client relationships effectively. Even a small thing like a delayed replies could have a significant impact on your company’s growth.
That is why you need to work on developing a suitable client management system for your company. However, a lot of agency owners fail to fully understand what client management encapsulates. So, before we begin, let’s clear some basic concepts.
What is Client Management?
Client management refers to a series of different techniques and strategies that can be used for managing relationships between the company and its base of customers. As a business owner, you need to understand that every client is equally important for you, and that managing client relationships is critical to the success of your company.
Let’s break client management down into four distinct parts:
- Understanding the needs of your client and what they want from you
- Delivering on those requirements and providing adequate responses to their queries
- Evaluating the needs of the client even before they know it
- Focusing on targeted communications that highlight the needs of the client.
The Key Tenets of Client Management
You might have heard of a hundred different rules to follow when managing clients. But, there’s no need to over-complicate things. Here are three key tenets to improve client relationships.
Clients hate it when they don’t get the full story. If your client feels that you are not transparently sharing information, they are going to end up making assumptions. This takes the narrative out of your control. Ultimately, the management will not be seen as reliable.
Transparency is critical to manage client relationships effectively. You don’t need to bog down your client with petty details and problems. But do provide them with information in the broader sense. Make no key decisions without clearly consulting and communicating with the client.
Clear and consistent communication is incredibly important. Keep the communication stream open with your client and make sure that someone is available whenever the client calls.
Again, don’t dump trivial information on the client – they’re relying on you to take care of most of
This article was written by Najam Ahmed and originally published on The Official Cloudways Blog.