This document outlines a presentation on client management essentials for business growth. It discusses five essential client management functions: 1) developing an effective organizational communication culture, 2) achieving excellent service standards, 3) understanding customer expectations, 4) internalizing service excellence, and 5) management quality. For each function, it provides details on why they are important and advantages they provide to businesses. It also discusses principles for total quality management and outlines eight quality management principles for businesses to follow.

1. Full Gospel Business Men’s Fellowship
International South West District 3
2015 Annual Business Seminar
Theme
The 21st Century Entrepreneur:
Opportunities and Challenges
Topic
Client Management Essentials For Business Growth

2. Presentation Theme/Topic
Theme
The 21st Century Entrepreneur:
Opportunities and Challenges
Topic
Client Management Essentials For Business Growth

3. Discussion Outline
1. Assist participants to understand how to develop and
implement effective organisational communication cultures
1. Achieve excellent service standards in business operations
1. Understand customer expectations
1. Inculcate effective principles for internalizing service
excellence
1. Achieving effective management quality

4. Discussion Outline…2
1. Effective Organisational Communication Culture
2. Excellent Service standards
1. Understanding Customer Expectations
2. Internalizing Service Excellence
1. Management Quality

5. A Little About Organisations
An ‘organisation’ is a group of individuals working together to
achieve one or more objectives. Although organisations have
been defined differently by different theorists, virtually all
definitions refer to five common features:

6. A Little About Organisations…/2
1. They are composed of individuals and groups of individuals
1. They are oriented towards achieving collective goals
1. They consist of different functions
1. The functions need to be coordinated
1. They exist independently of individual members who may
come and go.

7. What Essential Client Management
Functions Organisations Need To Perform
For Business Growth

8. 1. EFFECTIVE ORGANISATIONAL
COMMUNICATION CULTURE
Essential Client Management Functions

9. Effective Organisational Communication Culture
How is Effective Communication helpful?
1. Plays a role in product development, customer relations,
employee management - virtually every facet of a business'
operations.
1. Employees are a key audience because they often serve as
the conduit to other audiences.
1. If employees are informed and engaged, communications
with other constituencies are likely to be strong as well.

10. Effective Organisational Communication Culture/2
Advantages
1. Helps Establish Clear Expectations
• Effective communication helps to set performance standards.
• Helps to define effective staff appraisal

11. Effective Organisational Communication Culture/3
Advantages
2. Helps Produce Effective Customer Ambassadors
• The more staff know about the company, its culture, its products
and services, and its response to any negative issues, the better job
they can do of serving as ambassadors to the customers and other
communities
• Staff who feel they have a strong, positive relationship with their
employers and trust the information they receive from their
employers will be more likely to share that information with others.
• Staff can be a highly valued and trusted source of information about
a company and its products and services.

12. Effective Organisational Communication Culture/4
Advantages
3. Helps Develop Strong Relationships
• Develops trust and loyalty
• conveys important information and provides feedback -
positive and constructive.
• Develops strong relationships with external audiences
• Helps build strong communication about products, services
and company culture and values.

13. Effective Organisational Communication Culture/5
Advantages
4. Helps Promote Ideas and Innovation
• Helps to open channels for new ideas and innovation because
staff can focus on improvements and spot opportunities.
• When employees know their ideas will be sought after, that
company leaders will have open minds and be responsive to
their feedback, they're more likely to contribute their ideas.
• Customers also can be a source of great ideas to help improve
products and services.

14. Effective Organisational Communication Culture/6
Advantages
5. Helps Build Strong Teamwork
• Effective organizational communication will lead to strong
teamwork and the ability for employees at all levels of the
organization to work together to achieve company goals.
• In addition, effective organizational communication will
provide employees the knowledge, structure and positive
work environment they need to feel comfortable dealing with
conflict and resolving issues effectively.

15. Essential Client Management Functions
2. Excellent Service Standards

16. Excellent Service Standards
How To Define Service Standard
Service standards are usually defined in terms of:
• Timeliness of Service
• Accuracy of Service, and
• Appropriateness of Service

17. Excellent Service Standards/2
Timeliness of Service
• ‘Delivery in three days’ or ‘calls answered in 20 seconds’ are
phrases that give the essence of a service standard that
involves a timeline.
• An organisation must accurately define the specific part of its
service offering that will give it the most advantage

18. Excellent Service Standards/3
Accuracy of Service
• Customers expect accurate information and accurate
deliveries – only 100% is acceptable as a standard under this
heading. Customer is paying for 100% and not 99% accuracy

19. Excellent Service Standards/4
Appropriateness of Service
• This often happens when the customer gets a response but it
is not appropriate to the request or complaint

20. Essential Client Management Functions
3. Understanding Customer Expectations

21. Understanding Customer Expectations
How To Understand Customer Need
Listen To Your Customers
Whether talking on the phone with a customer or conducting
business in person, take a minute to ask your customer why they
purchased your product. Call, write or visit your customers to
find out if they are happy with your quality and price.

22. Understanding Customer Expectations/2
How To Understand Customer Need
Empathize With Customers
When you get customer feedback, take time to put yourself in
their place. Customers want to be acknowledged for taking the
time to comment and do not want to be unfairly judged if they
have issues with your service.

23. Understanding Customer Expectations/3
How To Understand Customer Need
Offer Incentives
If you're a manufacturer, interacting with current or future
customers through product demos is the ideal way to find out if
your products are meeting customer expectations.

24. Understanding Customer Expectations/4
How To Understand Customer Need
Learn About Your Competitors
• If your trade or brands are performing poorly, then find out
the reason. Conduct a phone or email survey of your potential
customers to uncover the most outstanding qualities of other
vendors. Then, attempt to replicate those qualities in your
daily business practices.
• When competitors offer more personalized services or
attractive buying incentives that you don't, devise strategies
to create similar programs that can earn repeat customer
business.

25. Understanding Customer Expectations/5
How To Understand Customer Need
Give Customers Options
• Whatever your business is, always make it clear to customers
that other options exist to help them meet and enhance their
needs.
• Show customers accessories and coordinating products that
enhance their main product interest. You'll increase sales and
provide a feeling of reassurance about your product
knowledge and customer service.

26. Understanding Customer Expectations/6
How To Understand Customer Need
Reassure Customers That Your Services Will Meet Their
Expectations
A no-questions-asked exchange policy, money-back guarantee or
other monetary compensation can instill consumer confidence

27. Essential Client Management Functions
4. Internalising Service Excellence

28. Internalizing Service Excellence:
The Six Principles of Service Excellence
1. Clear Vision & Mission

29. Internalizing Service Excellence:
The Six Principles of Service Excellence
2. Specific Service Objectives

30. Internalizing Service Excellence:
The Six Principles of Service Excellence
3. Set achievable standards in line with 1 and 2

31. Internalizing Service Excellence:
The Six Principles of Service Excellence
4. Invest in learning, people and relevant technology.
Be professional

32. Internalizing Service Excellence:
The Six Principles of Service Excellence
5. Align your people with 1, 2 and 3

33. Internalizing Service Excellence:
The Six Principles of Service Excellence
6. Ensure measurement and accountability

34. Essential Client Management Functions
5. Management Quality

35. 8 Management Quality Principles
Total Quality Management (TQM)
The act of overseeing all activities and tasks needed to maintain
a desired level of excellence. This includes creating and
implementing quality planning and assurance, as well as quality
control and quality improvement. It is also referred to as total
quality management (TQM).

36. 8 Management Quality Principles
Principle 1: Customer Focus
• Organizations depend on
their customers and there-
fore should understand
current and future
customer needs, should
meet customer
requirements and strive to
exceed customer
expectations.
Benefits
• Increased revenue & market
share
• Improved customer loyalty
• Linking organisational
objectives with customer
expectations
• Measuring customer
satisfaction
• Communicating customer
expectations within the
organisation

37. 8 Management Quality Principles
Principle 2: Leadership
Leaders establish unity of
purpose and direction of the
organization. They should
create and maintain the
internal environment in which
people can become fully
involved in achieving the
organization’s objectives
Benefits
• People will understand and be
motivated towards the
organization’s goals and
objectives
• Miscommunication between
levels of an organization will be
minimized
• Helps establish a clear vision for
the future
• Helps set goals and targets
• Providing people with the
required resources, training and
freedom to act with responsibility
and accountability

38. 8 Management Quality Principles
Principle 3: Involvement of
People
People at all levels are the
essence of an organization
and their full involvement
enables their abilities to be
used for the organization’s
benefit.
Benefits
• Motivated, committed and
involved people
• Staff eagerness to
participate in and
contribute to continual
improvement.
• Staff actively seeking
opportunities to enhance
their competence,
knowledge and experience
• Staff openly discussing
problems and issues

39. 8 Management Quality Principles
Principle 4: Process Approach
A desired result is achieved
more efficiently when
activities and related resources
are managed as a process.
Benefits
• Lower costs and shorter cycle
times through effective use of
resources
• Improved, consistent and
predictable results
• Systematically defining the
activities necessary to obtain a
desired result
• Focusing on the factors – such as
resources, methods, and
materials – that will improve key
activities of the organization
•

40. 8 Management Quality Principles
Principle 5
System Approach To
Management
Identifying, understanding and
managing interrelated
processes as a system
contributes to the
organization’s effectiveness
and efficiency in achieving its
objectives.
Benefits
• Structuring a system to
achieve the organization’s
objectives in the most
effective and efficient way
• Targeting and defining how
specific activities within a
system should operate
• Continually improving the
system through
measurement and
evaluation.

41. 8 Management Quality Principles
Principle 6
Continual Improvement
Continual improvement of the
organization’s overall
performance should be a
permanent objective of the
organization.
Benefits
• Performance advantage
through improved
organisational capabilities
• Flexibility to react quickly to
opportunities
• Providing people with training
in the methods and tools of
continual improvement
• Establishing goals to guide,
and measures to track,
continual improvement

42. 8 Management Quality Principles
Principle 7
Factual approach to decision
making
Effective decisions are
based on the analysis of
data and information
Benefits
• Informed decisions
• Increased ability to review,
challenge and change
opinions and decisions.
• Ensuring that data and
information are sufficiently
accurate and reliable
• Making data accessible to
those who need it

43. 8 Management Quality Principles
Principle 8
Mutually beneficial supplier
relationships
An organization and its suppliers
are interdependent and a
mutually beneficial relationship
enhances the ability of both to
create value
Benefits
• Increased ability to create
value for both parties
• Flexibility and speed of joint
responses to changing market
or customer needs and
expectations
• Optimization of costs and
resources.
• Sharing information and future
plans

44. Conclusion
• Organizational culture is the behavior of humans within an
organization and the meaning that people attach to those
behaviors.

45. Questions, Comments, Disagreement

46. Thank You