Managing Client relationships requires a lot of individual and collective skills. It is also an area where team spirit, role modelling, mentoring and coaching are extremely efficient.

• Service Standard and associated skills development
• Pragmatic CRM: focus on behaviour not on a software application
• Client satisfaction and retention programmes
• Reference Clients, Product development collaboration
• Client Club, Advisory Board

See below examples of achievements in the area of Delivery and Client Management. See as well the examples at the beginning of the Areas of Expertise section.

Training and coaching on tough discussions. For a global PR company designed a programme to help Account Directors discuss difficult issues with clients. The programme include individual and collective work, role plays, and experience sharing. All participants claimed that this dramatically raised their comfort with tough discussions.

Programme to improve quality and client satisfaction. For PR companies, dramatically improved client satisfaction and retention by implementing a Service Standard, a specific training and coaching programme, and a Client Satisfaction Survey.