How to Plan, Deliver and Measure Client Experience

1. Why does Client Experience Matter?

Part 1: (2:15)

We’ve been working on vCIO, Account Management and IT Consultative Sales for more than 5 years. This is what we have learned:

The game is not won by the most educated, the sexiest or the savviest account managers and IT sales people. The game is not won by the cheapest, the biggest or the most efficient MSPs. Clients do not switch service providers because of high prices. Prospects are not get engaged because of the great quality of services and SLAs.

The winner is the one who provides the Best Client Experience

The best client experience during the sales process wins the sales. The best client experience during the QBRs wins the big budget. The best client experience grows MSPs the fastest.

We realized this at the end of 2016. It took us 2 years to design, build and test the components of a toolset to plan, deliver and measure client experience. And to do so with a process simple to implement and use.

2. How to Plan Client Experience with Client Experience Playbooks (CEP™)?

Part 2: (1:58)

For a plan we need five components...

• Client Segments: different client segments of yours have different complexity, spend differently on IT and have different problems. They require different Client Experience Playbooks
• Client Seniority: you offer the right client experience to the right people. The higher the people are on the company ladder the more impact you are going to achieve
• Client Experience Activities (CEA™): you list client experience activities which you will deliver to your clients
• Client Experience Playbooks (CEP™): these list the client experience activities you will deliver over a year, and forecasts your continuous client experience scores
• Client Experience Score (CES™): measures client experience over time. Activities with higher impact and quality will influence your client experience more

These five components will help you to put your client experience plan together. Since we have created templates based on best practices it is a matter of minutes to develop your plans.

3. How to Deliver Client Experience with Client Experience Activities (CEA™)?

Part 3: (2:59)

The meetings you have with your clients will be key. Delivering client experience means you do it before the meeting, during the meeting and after the meeting

• Variety: if you do the same thing over and over again it loses its edge and is not going to have the same engagement over time.
• Efficiency: you need to make sure that your meetings are on point and efficient. This will yield better results to your clients and make you more likely to get invited to the boardroom more often.
• Professionalism: you establish yourself as a reliable resource, somebody who gets things done and who is a trusted business partner of their success.
• Creativity: enhance your creativity to deliver client experience in your own style.

If you combine those together the compounding effect is so huge, so unexpected so great that you will have less discussion about your higher price and more about the prospects you get through word of mouth.

4. How to Measure Client Experience with Client Experience Scores (CES™)?

Part 4: (1:59)

You might be the only one doing client meetings part time as a sole owner of your small MSP. There is a chance you are a full time account manager in a mid size MSP and have to manage yourself. Or maybe you are leading a smart and capable Account Manager team in a larger organization. All three of you need the same functions but for different reasons.

• Small MSP: You have to roll with the punches and get the most out of your time possible. You need a system where you can see which client requires the most attention, who is less healthy and what to do next.
• Midsize MSP: Your game plan helps you see weeks or months ahead. You can schedule meetings ahead and prepare for the sessions.
• Large MSP: You have a tool to set up expectations for each member and make the team accountable to reach your goals.

This transparency will help to set proper expectations, focus on client engagement and provide a culture of client experience

5. Put Client Experience Management Together

Part 5: (1:33)

• Plan with Client Experience Playbooks (CEP™): you have a plan with playbooks to define your client engagement process.
• Deliver with Client Experience Activities (CEA™): you have tools to deliver remarkable meetings with your clients.
• Measure with Client Experience Scores (CES™): you have tools to measure your clients engagement and to focus on what matters most.

Think about.

• How much do you think your client engagement will rise if you do just some of these?
• How much more sticky will you become to your clients?
• How much better will you feel after meetings?
• How much more profit can you generate not fighting against cheap competitors?

Why is it easy to start?

1. You can access a set of automated and manual client activities in your account right now.
2. You can access playbooks for different client segments based on current best practices.
3. You can access an abundance of reports for different client interactions in the marketplace.
4. You can integrate many tools you use currently in the reports to better leverage your current tools.
5. You can count on us and our partners to be waiting for you when you need help.