1-客户关系管理.pdf

Building Successful Client Relationships Sammi Han 2011.10.29 Why we are here today? Because: Communications is getting more challenging And communications is all about: The art of selling ideas being persuasive The art of being appreciated trusted The art of winning hearts at first (then win business…)!!! Why I am standing here today? Today’s Contents  Part I: How to satisfy your clients?  What are clients’ needs and expectation?  Seven “habits” for building successful client relationships  Some controversial issues  Talking money with clients  When do you walk away from a client?  Part II: How to manage challenging clients?  Different types of difficult clients  Tips for successful client relationship management  Part III: Dealing with difficult clients – Scenario exercises and group discussion What are Clients’ Needs Expectation Most of the situation, clients want us to be:  老黄牛  诸葛亮  上帝  孟姜女  7-11  黄继光 What clients consider great service ...  An e-mail survey  About 50 responses from more than a dozen offices  22% of the participants are former clients  Here’s what they said... What clients rate as stellar service... Tied for #1:  Keep commitments: meet deadlines and budgets: show up on time for meetings.  Get results: meet or exceed objectives. What clients rate as stellar service... 2 Stay in regula