A Manifesto Of 9 Part Customer Management That Your Agency Should Fly}

A Manifesto of 9-part customer management that your agency should fly



mohan krishna”Read and implement this,” he said. The cover read the trusted advisor by David H. Maister, a book with a single focus on “the ability to win the trust of customers.””Customer management must be important,” I thought.This meeting occurred more than 10 years ago, in my previous profession. Before doing search marketing or SEO, I was a government IT consultant. I have sailed through inflated systems and unraveled bureaucracy. At the time of my consultations with the FBI, the Immigration and Customs Enforcement (ICE) and the US Customs and Border Protection (CBP), I learned several lessons that apply directly to the FBI, Industry.Perhaps the most important lessons I learned were the art and science of effective client management. Many of these lessons learned have become standard operating procedures at Go Fish Digital. The following is the codification of our client management approach. This is not a new strategy for creating sexy links or an algorithmic update, but it is just as critical for the success of a project.General Principles of Client ManagementTo begin with, the following general principles help define the expectations of the team. The three main areas that guide our customer commitments are:Transparency: Most of our tasks and communication take place in a project management tool (Basecamp) to which the client has access. We want them to see and participate in our discussions, our questions and our decisions. By not having this process in camera, we can always come back to when and why a decision was made within Basecamp.Continuous communication: We communicate to the rhythm that the customer prefers, but we are wrong about excessive communication. For a client, radio silence means that no work is done, even if it is not really the case.Alignment: What are your client’s Key Performance Indicators (KPIs)? What problems prevent them from sleeping at night? We strive to align our work and reports with what is important to the client, rather than pushing only what is most important to us.The following nine principles are built from these three main areas, highlighting how you put these principles to work in day-to-day interactions with clients.

It should be noted that these are not hard and fast rules but rather a philosophy to guide our team (and hopefully other agencies) on how to become trusted partners with your customers. It’s hard to be perfect all the time (I’m sure the hell am not), but most often these nine elements are the standard operating procedure, the better. So diving, Star Wars style.

1. Take time to learn the industryI received a call from a member of the team to let me know that a new referral came from our side. He was excited because it was a strong referral and very likely will become a customer soon. I asked him about the project and the industry in which they were. Interesting … I hardly knew anything about this industry. Yet we were very likely to have them as a customer to help them market their products online. The first thing we had to do was to understand the industry, and we did it by diving first to learn everything we could about the life cycle of plastics manufacturing.To make sure we have a solid foundation for a customer’s niche, the team performs a lot of discovery in the first month, such as:Review of client’s websiteIdentify industry publications and blogs and read them regularlyPlan a visit in person (if possible) to see how they work and meet with the teamRequest any documentation they have about their products or servicesWatch online videos highlighting the industry, their products and their teamConstruct a lexicon document that includes jargon and definitions of commonly used words d

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