10 Simple Actions that B2B leaders can take to be Client Centric
As a B2B leader, whether you are CXO or HoD, here are 10 simple things you can include in your daily management to become more client centric. In a long run, this will also positively influence your team:
Prioritize client meetings over internal ones. Never skip a client meeting, as far as possible. Never use agenda to decide whether to attend client meeting or not though it’s ok to do the same for internal meetings.
In internal meetings, prioritize client agenda items before other internal matters
Steal budget for client initiatives from your department kitty, if required.
Spend 10 mins every day to deep dive and understand 1 recent client complaint. It need not be an escalation or need not be related directly to your department.
Personally oversee client complaints related to your department, not merely the escalations. Talk about that complaint at least 3 times in two days with your team members. They will realize you are serious about client complaints.
If complaints are associated with your department, make sure you personally close loop with your counterpart in client organization, couple of days after the issue is closed. It will take only 2 mins over a call or a simple WhatsApp message.
Respond immediately to a client’s message if you have the answer, but never take more than end of day to respond even if you don’t have an answer.
In general, if you promised something to a client and it is still work in progress and not ready. Proactively inform the client (through call or WA) before the deadline that it is work in progress and you are on top of it.
When client has an unreasonable expectation, be transparent that is not a normal request. But assure that you’ll revert with solutions and alternatives.
Personally, be sure the client and their 2 downs know all the ways to reach you (phone, e-mail, WA, etc.).
Happy to learn from you about your best practices on the same lines.
Client Centric Business Growth Strategies
If you are interested to know more about Client Centric Business Growth Strategies, you can visit here for more free information. You can also contact us at Business.Support@collaborat.com.
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As always, happy to hear your views in the comments.