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You Know Your Client! Does Your Client Know You?
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APMP BID & PROPOSAL CON 2015 | PAGE 2
You Know Your Client! Does Your Client Know You?NEIL PHILIPSON
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APMP BID & PROPOSAL CON 2015 | PAGE 3
Invincible
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APMP BID & PROPOSAL CON 2015 | PAGE 4
Wouldn’t it be great ……
To understand our customer's business as well as they do?
To add so much value, cost wasn’t even discussed?
To have greater intelligence of a customer’s future plans?
To get a “heads up” on issues that impact our business?
To be a consultant or supplier of choice; engaged without competition?
To have customers that go the extra mile for us?
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APMP BID & PROPOSAL CON 2015 | PAGE 5
So what is stopping you?
Leadership Ownership Vision Never ending journey –
Not a destination Talk shop
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APMP BID & PROPOSAL CON 2015 | PAGE 6
Client management health check
Clearly defined and agreed definition of a Key Client All of the people in our organization feel they own the
process of managing our Key Clients We have met with our Key Clients and have asked them
what they want from a firm such as ours For all Key Clients we have a plan – it has specific,
measurable and achievable objectives
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APMP BID & PROPOSAL CON 2015 | PAGE 7
Change what we do today
Key Client management must be a strategy
Invest in our top customers Invest in emerging customers Build profitable relationships Target strategically
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APMP BID & PROPOSAL CON 2015 | PAGE 8
Strategic Framework
Gather Analyse Summarise Use
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APMP BID & PROPOSAL CON 2015 | PAGE 9
Gather
Client vision Client purse Client market SWOT
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APMP BID & PROPOSAL CON 2015 | PAGE 10
Analyse
Strategy Client relationships Our value Our added value
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APMP BID & PROPOSAL CON 2015 | PAGE 11
Summarise
What we learnt The opportunity Our value proposition Plan of action
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APMP BID & PROPOSAL CON 2015 | PAGE 12
Be Proactive
Take responsibility
Keep working at it
Don’t waste energy
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APMP BID & PROPOSAL CON 2015 | PAGE 13
Begin with the end in mind
Define success
Do the right things
Provide leadership
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APMP BID & PROPOSAL CON 2015 | PAGE 14
Put first things first
“If you don’t put your big rocks in first, the fillers of life will occupy your day and there won’t be room” - Unknown
Prioritize the tasks
Strong management
Do things right
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APMP BID & PROPOSAL CON 2015 | PAGE 15
Understand and then be understood
Seek to understand
Explore capability
Find solutions
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APMP BID & PROPOSAL CON 2015 | PAGE 16
Make it happen
Get amongst it
Build relationships
Keep it energised
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APMP BID & PROPOSAL CON 2015 | PAGE 17
Wrap up
Offers a common structure
Leaves space for flair
Runs on your energy
Now you
control it
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APMP BID & PROPOSAL CON 2015 | PAGE 18
A client is someone who engages the services of a professional
A customer buys goods or services from a business
Client vs. Customer
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APMP BID & PROPOSAL CON 2015 | PAGE 19
Questions
Your time to Roar!
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APMP BID & PROPOSAL CON 2015 | PAGE 20
Presenter NameTitleOrganizationPhone Email URL
Contact Us
Neil PhilipsonTechnical DirectorMott MacDonald [email protected]