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C L I E N T   R E L A T I O N S

CLIENT RELATIONS MANAGEMENT

Client Relations Management

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Client relations management, the art and practice of building and managing clients relationships through delivery of business standards that exceed the expectations of the client.   

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Xecology CRM brings new standards, concepts and strategies in client relationship management, resulting in enhanced service quality, better aligned products, enhanced client experience, increased marketing efficiency, profitability and mutual, long term loyalty.  

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This will involve the following; 

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 - Recognition of the profile of target clients. 

 - An identification of strategies to reach those clients and customers. 

 - Piloting and awareness of the correct message and method to deliver that message. 

 - The number of clients and customers required to maintain viability, profitability. 

 - The number of communications desired and the topics of interest. 

 - Changes in the market, including competition and economics, potentially affecting the sentiments and decisions of clients / customers.  

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Market leading businesses are able to develop game changing products and services, taken from the innovative approach of observing and predicting social and technological trends, rather than applying direct client / customer direction based on existing products and designs. Wealthy businesses can afford to underwrite the massive investments to undertake such high risk strategies successfully but the standard approach keeps the client as the game changer and the effective management of relations is the key to serving an evolution in client awareness and demands. 

CLIENT RELATIONS

STRATEGIC PROGRAMMING

The Audit

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The points targeted;

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  • Current level and quality of benefits provided to clients in the manner of delivery.

  • Control of service and products being delivered.

  • Current level of interest and commitment from client

  • Threat of competition

  • Current level of transparency

  • Return on investment and real values for the customer

  • Current level and nature of engagement with clients

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The irony of such an audit is that it could equally be done by the client, commenting on the above topics and giving valuable and more direct insight into the company's operations.

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Client Relationship Programming

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Following the completion of a successful audit; Xecology addresses the missing elements, as well as mis handled elements, via projects, that are impeding the expansion oif the organisation and that is instead placing inefficiency of client management, potentiall bad repute and certainly more power to the competition.

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We will author and execute the bespoke program that will bring the company to the standards, awareness and ability to respect it's clients, service them with respect and bring to them an experience and appreciation that ensures loyalty, dedication and interest; for repeat and long term business.

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Implementing such standards will involve the following;

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  • Placing new CRM policies, processes and procedures

  • Establishing attention, pursuit and a natural desure by officers and executives to serve their clients, towards excellence in experience.

  • Educating officers and executives what needs to done with clients, where, how and and at point in the client's service cycles.

  • Raising standards in marketing communications.

  • methods to monitor client sentiment and requirements.

  • Verifying quality in execution and delivery of services and products

  • Ability to find, confront, control and resolve negative customer experience

  • Understanding and recognising positive customer experience and appreciation.

  • Receiving and investing positive customer experience back into and for the company

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Like with all of our programs, we are thorough and detailed in our porgramming as we aim to help resolve current problems and bring the company up to a sustainable level where it is able to independently manage CRM strategies and policies.

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Once a CRM program is complete, the company is ready to raise itself to the next level of excellence in the management of client relations.

CLIENT RELATIONS OPERATIONS

Client Relationship Marketing

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  • How to develop promotions that effectively communicate the right message

  • How to maintain communications with regular clients

  • What to communicate

  • Frequency of communication

  • Methods of communication

  • Social media

  • Client email communication methods

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Client Communications

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  • Careful, observant and attentive communications; involving not only listening but the adoption of leadership and responsibility.

  • The establishment of systems to allow customers to feedback

  • The establishment of systems to allow customers to receive instructions, guidance and updates.

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Client Management

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Xecology is interested in bringing the following standards into the company;

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  • Operation standards that adopt a style of leadership that starts with initiative, operates with transparency, and delivers with responsibility.

  • Bring CRM policy to the awareness of all officers and executives.

  • As part of CRM strategy; tie up service and product delivery to business development, as the real test of CRM quality and success.

  • CRM style that's agreeable with the client's style.

  • Establish company wide systems to generate and utilise CRM intelligence

  • CRM that includes education for all, from officer, executives but also on a two way street that includes clients on their obligations.

  • Implement a system that allows the customer and client to take control of management of delivery and the quality of that delivery.

  • Preparation in delivery of products in respect to the volume and timing of deliveries.

  • Preparation of service and delivery specific to the client. Service must be client specific.

  • Self awareness in CRM; officers and executives must be aware of what they have done, when they did it, how they did it. Find holes in your own actions.

  • Economics in CRM; expenses must be controlled to ensure viability.

  • Rewards and penalty system reflecting the value of CRM to the company.

  • CRM intelligence of knowing and understanding one's client.

  • CRM leadership that advises the client what they must do based on dual responsibility; i.e: company profit and client welfare and best interests.

  • Management of PR that will otherwise affect CR

  • Assurance of continuous monitoring and improvement of CRM quality.

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We will show you how you can implement these policy examples.

CLIENT RELATIONS

PROJECTS

Projects

 

Aside from client relations programs, which are for the purpose of establishing CRM policies, structures and processes for the development of long term viability of the business and group; projects address the immediate, specific, detailed and particular circumstances of the company.

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Investigations

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  • Situation and handlings

  • Client Dispute Resolution

  • Complaint management

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Research

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  • Experience Feedback surveys,

  • Competitor Intel

  • Client Aspirations

  • Client Intel

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Events

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  • Exclusive launch events

  • PR event

  • Expression of corporate appreciation

  • Ethnic, social and community events

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Emergency

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  • Crisis handling management

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CRM projects are the contingency and precision approach towards the handling of specific client related situations, seasons, aspirations and targets. Xecology pays particular attention to the facility of projects and the affects the highly unexpected and unlimited results they are able to generate.

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