Key account management should be mission critical for professional services firms

Key account management is mission critical for professional services firms

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It's a business truth that all clients are not equal. Some are transactional; others relationship-based. Some are contracted; others are not. Some are price...
How to cultivate and sustain partnership relationships with your clients

How to cultivate and sustain partnership relationships

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Earlier this month iSentia announced King Content, Australia’s largest content marketing agency, would close its doors due to poor financial performance. Mumbrella’s Tim Burrowes speculated...
CRM

Eight tips for selecting the right CRM system

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A Client Relationship Management system. It’s almost indisputably a company's most valuable asset. Yet, those four words can mean very different things to different people. Whichever...
Got feedback? Follow the leader

Got feedback? Follow the Leader

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Early on in my marketing career, I made the decision to by-pass traditional customer feedback channels and instead go straight to the top. Whenever...
Is it possible to convert an unhappy customer into a brand advocate?

Your Most Unhappy Customers are Your Greatest Source of Learning

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As a head of marketing, I once received a telephone call from an irate client contact who accused my company of a...