As satisfaction surveys are a crucial component when evaluating supplier performance, they require significant thought and preparation. Ideally, you will survey the same areas at least once a year so that you can monitor trends as well as receiving a snapshot of client satisfaction, although it may take a few attempts to refine survey questionnaires. However, there is a great…

Risk Management is a process which enables you to identify, assess, classify, action & monitor any identified risk in order to either eliminate, reduce, share or maintain it. So, there are always choices: Avoid the risk by eliminating the probability or by not undertaking the activity in the first place. Reduce the probability and/or severity of the risk or extend…

A SWOT Analysis can be used in various scenarios including establishing your own company’s current position in the market or with a specific client, the position of your client in their market, analysing the position of your own or your client’s competitors or the position of a particular assignment, project, service, people placement or product you are delivering. It can...

Account Management is best defined as enabling any supplier (of people placements, consultancy, projects, services &/or products) to minimise risk in all that they do with particular focus on developing long-term revenue streams. In addition, there is an ongoing commitment to increase profit margins, expand people networks, develop trust, enhance market standing & boost morale/pride. So, as the new business...

Understanding your clients, particularly culture and psyche, is a pre-requisite for successful account management and development, everywhere. Without a satisfied client you have nothing ............... apart from maybe an opportunity to turn the situation around if there have been client management changes or there is a newly-appointed supplier account manager. Client managers & client staff are human beings, they have good...

It’s crucially important that your clients understand that your own company has an impressive set of values, ethos and image which distinguishes it from the competition. Your company may already have these attributes which are well documented and used in the sales process. Alternatively, your company may have such values and ethos but they are not documented or possibly not...

The supplier’s account manager is pivotal to success or failure - their appointment will be one of the most important decisions ever made by a supplier. If the person doesn't fit the bill and/or screws up it could cost your company millions of pounds. Account managers are the face of your company when it comes to dealing with clients and...

Once you’ve mastered the art of relationship management you’ll achieve outstanding results. Here we look at the processes & protocols which are essential in the development of strong business relationships and should be followed by anyone representing your company who is engaging at any level in the client organisation. There can be no exceptions and applies equally to both permanent...

Client Contact Management (CCM) is the vehicle for developing key business relationships at every level throughout the client organization. CCM is an essential component of account management, without it the whole process will either fail completely and your company is eventually replaced by a competitor or, as a minimum, result in significant loss of revenue & profit. Although such drastic...

Sales propositions and opportunities is another key area in the successful management and development of any client or prospect. Regardless of whether there is a formal sales team or not, as your client account will not survive without new business, everyone who represents your company must be constantly on the lookout for opportunities to secure further work, no matter how...