Category: Building Client Relationships
Have you ever had to deal with an angry customer? Someone who was not just annoyed, or a little upset, but ANGRY? I’ve had clients get emotional and irate for many reasons. Most of the time, their issues have nothing to do with me as a person, but more to do with the message I’m relaying from the company. Sorry, the system has a … Read More How to Manage ANGRY Customers
It’s rewarding to share good news and everyone wants to hear good news. Those conversations are easy. The best part of my job is when I get to tell a client their issues are fixed! Everything is great! Unfortunately, all conversations at work are not good news. Sometimes I have to share TERRIBLE news and DIFFICULT situations in TOUGH conversations. If you manage clients … Read More How To Prepare For Tough Conversations
When my client cancels their contract, it can feel like a breakup. Why don’t they want to work with my company anymore? Don’t they love our products? We invested so much in each other, but now they want to cancel their contract. Where do we go from here? Can I save this account? I work the Software as a Service (SAAS) industry. This means … Read More When Your Client Decides To Cancel
Sometimes you really need to get in touch with your client. Maybe their bill is due. Maybe there’s a system crash that you need to explain. Maybe there’s an update on a new feature coming that will really help them in their own business. But what if you call your client and they never return your calls? You try to connect with them for … Read More Dealing With Dodgy Clients: How to connect with clients that are ignoring you
Easy answer: All of them. Every customer is important. I engage with all of my clients (big or small) and let them know they are valued. Your company might already have a structure in place, for example, smaller contracts are directed to the help desk and larger clients are given a primary contact (a Client Success Manager like me). Your company might grade customers … Read More Which Customers Should I Give The Most Attention?
When I think of what it takes to have a healthy and thriving relationship. I think of many words: communication, collaborating, partnership, vulnerability. Client relationships are no different. Good relationships take nurturing and vulnerability. That means being open about their needs, your needs, and working together to build a lasting partnership. One way to develop your customer relationships is to ask clarifying questions. With … Read More How Well Do You Really Know Your Clients?
In Person Meetings Still Trump Technology (emails, calls, screen sharing, texts) and yes I do text some clients
With emails, calls, text, website forms, and social media. There are so many outlets to connect with your clients. In Client Success, it is important to stay in contact with your clients. You need to be aware of their pain points and how they have been successful with your product, and stay on top of opportunities to upsell additional products and services. More often … Read More In Person Meetings Still Trump Technology (emails, calls, screen sharing, texts) and yes I do text some clients
What does client success mean? Client Success or Customer Delivery departments are a blend of account management, sales, and services. It is a somewhat new term used to shift companies to a customer-centric focus. To me client success exists to ensure the client is has a trusted and valued relationship with your company. According to clientsuccess.com, It is a proactive, real-time sales approach consisting of … Read More What does Client Success Even Mean?