It’s easy to neglect enhancing your client management when you’re a startup due to the overwhelming volume of data, processes, and technologies involved.
Handling these things takes time and energy, taking away your attention from your sales, marketing, and other core operations.
However, streamlining your client management lets you rapidly respond to concerns, retrieve data, and glean insight that you can apply to your strategies, product development, etc.
Check out these seven solid tips to streamline your startup client management.
1. Set up your workflow for client requests.
Setting up your workflow for requests lets your clients reach you and provide details about their concerns.
Start by dedicating an email address and schedules for every member of your support team.
Next, categorize common client requests and create web forms for each. Add as well a generic form for concerns not found in the selection.
These web forms make it easy for your clients to describe and relay their problems.
Additionally, for every request category, integrate conditional fields and customized forms that ask for information relevant to your clients’ concerns.
For instance, if your client has issues with his postpaid mobile billing statement, the custom form only requires inputting the phone number, the amount in question, and other details.
With this workflow, you simplify your process of acquiring details about your clients’ problems so you can deliver the right solutions.
2. Establish and record all project agreements.
When embarking on a project with your client, it’s crucial that you first establish the scope and terms of your contract.
In your quote, state whether you’re basing it on your time, project charges, or staff rates.
Include these essentials: your startup company branding, client details, project information, quote number, breakdown of costs and phases, and legal conditions.
For your contract, indicate the payment periods, cancellation fees, or other forms of compensation, allowable number of revisions, confidentiality, asset ownership, and others.
Once your client approves your quote and signs the contract, discuss the project design and implementation.
Talk about the objectives, targets, timelines, milestones, deliverables, expected invoicing methods, evaluation mechanisms, collaboration systems, and more.
3. Systematize your client feedback collection.
Client feedback gives you insight on your contacts’ wants, areas to improve, and ways to integrate changes into your services and strategies.
To get the most from this feedback, systematize its collection through surveys and tools such as Survicate.
Survicate lets you create and publish surveys as a widget or web app, as a shareable link on your marketing emails, or directly from your Android or iOS app.
It lets you design surveys from scratch, customize templates, view analytics, and personalize the survey experience based on respondent traits or previous answers, among others.
Survicate even helps you distribute the feedback to your staff by allowing integrations with collaboration platforms, centralizing responses, enabling team discussions, and more.
Surveys and tools such as Survicate let you streamline your feedback collection, distribution, and application of improvements to your client management.
4. Keep your client details in one place.
Recording client information in one place lets you find and pull out data quickly — and the best way to do that is through customer relationship management (CRM) software tools.
CRM tools are databases with advanced functionalities for recording basic information, contact details, client complaints, user journeys, previous transactions, and more.
Besides data documentation, CRM tools provide analytics, generate reports, send automated messages, store templates for follow-up emails, sales communications, etc.
Using CRM software programs, you can centralize your client records and refer to them more easily when engaging your contacts.
5. Leverage other self-help techniques.
Self-help support techniques empower your contacts to address simple concerns without receiving assistance from your staff.
These self-help techniques include FAQ posts and pages, knowledgebase, logging tickets, tutorial videos, live chatbots with automation features, and more.
Through these tactics, your clients can find answers more quickly and efficiently, saving their time and energy for more complicated concerns.
On your end, you boost your staff productivity and focus on crucial business aspects, specialized issues, and other assignments requiring human intervention.
6. Measure your client management efforts.
Measuring your client management work helps you understand how well you’re performing in this aspect and how to improve it.
One way to do that is by determining and heeding your client management metrics.
- First response time. This is the number of minutes, hours, or days that passed between the point your client makes a request and the time you reply to that contact.
- Customer satisfaction score. This pertains to how pleased your client is with your service.
- Resolution rate. It refers to the number of problems you have resolved against the volume of support requests received within a given period.
- Average handle time. It lets you assess how fast you can deal with your client’s concerns.
Through these and other metrics, you can gauge your efficiency, productivity, and effectiveness in taking care of your clients and which aspects to prioritize for improvement.
Managing client relationships requires systematic approaches to make it efficient for both your startup and your contacts.
With these strategies, you maximize your small staff, work around your resources, improve your client management processes, and steadily boost your gains and profits.
What other solid client management tips do you know? Feel free to share your answers in the comment section. Cheers!