Pretty much every one I meet aims to provide great service to clients. However, one area where most businesses could improve is how they communicate with clients.
How would you know you're delighting your clients? Of course, there's client feedback. But if you don't or can't get that, how else could you tell?
What it takes to be a good key account manager will very for each business. But, in order to make sure you have the right people in the role and can identify what training or development they need, it's worth taking a step back and considering what the job entails.
As many of you will know, improving client service and implementing really good client relationship management can take a long time – years even – not least because it’s a cultural and mindset change as much as it is about setting up the right processes.