If you need to manage clients on an ongoing basis, then this course is a must for you. It covers everything you need to know from the role of the account/client manager to how to put plans together, managing challenging clients and having difficult conversations. What to do about 'scope creep' and how to stop overservicing.
As well as my insight and experience, you will also get access to tools and templates to help you effectively manage clients - resulting in longer term relationships and growing revenues.
By the end of the course you will:
I developed this course because of demand from my clients and public courses I deliver. I wanted to be able to share my 20+ year's of experience with a wider audience at a cost effective price.
What is the role of a client manager? Learn why it's much more than just making the client happy!
If we understand exactly who our customers are then we will have an effective relationship with them. This lesson introduces the concepts of a customer persona.
How do you define your customer persona? This lesson outlines the approach to working out who they should be and how to define them.
A step by step guide to creating your customer types or personas including a downloadable workbook.
Now you have defined your customer personas, how do you use them in your day to day business?
Creating accountability means not only being accountable to your client but also the client to you - to ensure you have a partnership relationship rather than a 'supplier/customer' relationship
Over servicing is a massive issue for many companies, especially for service based businesses. So how do you handle this and how can you push back on the client?
How can you ensure your client understands what the difference between a 'standard' service and something you do as an 'extra' - which should generate loyalty for you from the client?
How does your customer evaluate the service levels you offer? This lecture gets you to stand in the customer's shoes.
A strong client manager is able to push back and say 'no' to a customer when appropriate. How can you do this without fear of losing the client?
Projects will always change. You can't know at the start what might happen so how do you manage project change? This lecture explores best ways to manage expectations and deal with change in a professional way.
What is the difference between sympathy and empathy? Why is it important that we empathise with our clients but don't offer sympathy?
8 practical steps on how to deal with challenging clients
Sometimes we need to give unwelcome news to our clients, so how do you prepare for this challenging conversation and deliver it with confidence?
Why do we need to use time recording tools and capacity management systems?
What tools are on the market to aid with planning, profitability and communications? In this lesson we look at 3 types of tool that you can use:
How do you ask your customers for testimonials and referrals and when is the best time to do so?
How can you and your team make decisions with confidence and clarity? This lecture explores the concepts of CONTENT and CONTEXT.
How do you run an engaged focused meeting that delivers tangible outcomes and starts & ends on time?
Creating clear project plans enable you capture your client's strategy as well as ensure you deliver on time
We all know it's cheaper to retain clients than constantly look for new ones, so what tips and approaches can you use to ensure you keep clients for the long term?
A significant part of being a great account / client manager is to be able to stand in front of a customer(s) and present with confidence and clarity. This lecture gives you some great tools and techniques to not only prepare well but deliver your messages in a succinct clear way.
Great customer relationships are based on great empathy with you client. This lecture introduces the concepts of 1st, 2nd and 3rd position.
Being a great listener is a vital skill to fully engage with clients (and a great life skill). In this lecture, we explore what it means to be a great 'active listener' and outline tools and tips to achieving this.
Congratulations! You made it to the end of the course. Here is a summary of what we covered.
Rob has 25+ years of commercial business experience from working in blue chip companies to starting, growing and selling his own successful PR, Marketing and Design agency.
In 1991 he started his own marketing agency and over the next 11 years built an award winning business with 25 staff and revenues in excess of £1.5m. He sold the business in 2002 and then retrained to become a coach and mentor. Since forming Da Costa Coaching in 2007 he has been helping owner-managed businesses to start and grow their business in a profitable and sustainable way.
His coaching style is business and results focused, empathetic yet challenging. He is totally passionate about facilitating clients to get the fast positive results and is excited to launch a series of online coaching workshops. Having spent 10 years helping 100s of businesses, he now wants to share his knowledge and experience with a wider audience via his online business courses