Client Relationship Management: Using Relationship Management and Project Service Excellence to Create a Competitive Advantage
This book reveals how to truly excel at meeting client needs--and lock in future business, client testimonials, increased referrals and client loyalty. Insightful and full of common sense, Client Relationship Management sheds new light on managing the six elements of successful client relationship management: The client relationship, relationship/project initiation, planning, implementation, closeout, and application/service plan.
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action application target approval aspects Blank template Cambridge Consulting CAUSES OF PROJECT client interactions client needs CLIENT RELATIONSHIP MANAGEMENT client satisfaction commitment Communication Matrix complete conflict conflict management styles culture decision makers Decision Matrix defined definition stage deliver deliverables delivery develop dimensions dislikes document e-mail effective ensure example exceed client expectations feedback goal hand-offs ideas Identify impact implementation implicit important individual input interpersonal interpersonal relationships involved key stakeholders left fielder lessons learned mation ment opportunity organization person phase planning process problem proj project client project customer project failure project manager project outcomes project plan project success Project Summary rela Relationship Extension Plan RELATIONSHIP MANAGEMENT PROCESS requirements responsibility review meetings rience role schedule service performance Service Plan situation solu Stakeholder Analysis Stakeholder Issue Resolution Stakeholder Presentation Stakeholder Solution Assessment style supplier supplier/client task Team Dynamics tion tionship TIPS AND REMINDERS understanding Untested Assumptions