Learn about the common client service frameworks and models for account management, and how to select and apply the one that fits your needs and context.

To choose right framework for client service, we account managers should think ahead. Always look at what's happening now and what might happen in the future. Make sure the system we choose can grow with our business and change when necessary. The choice should match with big plans for long-lasting success and staying competitive.

How can you choose the right client service framework for Account Management?

As an account manager, you are responsible for building and maintaining strong relationships with your clients, delivering value and ensuring their satisfaction. But how do you choose the right client service framework to guide your interactions, processes and goals? In this article, we will explore some of the common frameworks and models used in account management, and how to select the one that best suits your needs and context.

Key takeaways from this article

Future-proof your choice:

When selecting a client service framework, ensure it's adaptable and scalable. It should evolve with your business, supporting growth and changes without needing an overhaul each time.
Customer Journey Mapping:

This strategy involves visualizing every step of the client's experience with your service. By identifying each touchpoint, you'll discover areas for improvement and can tailor services to better meet client needs.

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1 What is a client service framework?

A client service framework is a set of principles, standards and practices that define how you provide service to your clients. It helps you to align your actions and expectations with your clients' needs and objectives, and to measure and improve your performance and outcomes. A client service framework can cover various aspects of account management, such as communication, planning, delivery, feedback, reporting, escalation and retention.

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2 Why do you need a client service framework?

A client service framework can help you to gain several advantages, such as boosting your professionalism and credibility as an account manager, setting clear expectations and boundaries with your clients, improving your efficiency and effectiveness in providing value and resolving problems, escalating client satisfaction and loyalty, reinforcing your competitive advantage and differentiation, and aiding your continuous learning and development.

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3 What are some examples of client service frameworks?

There are many different client service frameworks and models that you can adopt or adapt for your account management. The RATER model focuses on five dimensions of service quality to assess and improve meeting expectations, while the SERVQUAL model measures the gap between expectations and perceptions of service quality. The KANO model categorizes needs and preferences into three types, while the Ladder of Loyalty model describes the stages of your clients' relationship with you. Each model helps you prioritize and balance service offerings, create value, increase retention, and boost referrals.

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Maria Martin

COO, Grip AI | EventTech | People orientated | Revenue Growth & Strategy obsessed | MarTech enthusiast
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Here are a few more examples of client service frameworks for account management: - Customer Journey Mapping: Visualises the entire client experience, uncovering improvement opportunities. - CRM (Customer Relationship Management): Utilises software and strategies to manage client interactions and maintain comprehensive data. - NPS (Net Promoter Score): Measures client loyalty by gauging satisfaction and the likelihood of recommendations. - CES (Customer Effort Score): Assesses interaction ease for enhanced satisfaction. - Service Blueprinting: Maps the service process to identify areas for enhancing the client experience. - CLV (Customer Lifetime Value): Evaluates long-term client value, enabling prioritisation of high-potential clients.

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4 How do you choose the right client service framework?

When selecting a client service framework for account management, there is no one-size-fits-all solution. You must consider factors such as your industry, market, and niche; your clients' characteristics, needs, and expectations; your service portfolio, value proposition, and differentiation; your resources, capabilities, and constraints; and your goals, objectives, and KPIs. Researching, analyzing, benchmarking, and testing can help you evaluate and compare frameworks to determine which one best fits your situation and requirements. Furthermore, you can customize or modify the framework to meet your specific needs and context.

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Tayyaba Zulqarnain

Business Development Manager
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To choose right framework for client service, we account managers should think ahead. Always look at what's happening now and what might happen in the future. Make sure the system we choose can grow with our business and change when necessary. The choice should match with big plans for long-lasting success and staying competitive.

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5 How do you implement and evaluate your client service framework?

When selecting a client service framework, it is essential to implement and evaluate it effectively. This can be done by communicating and aligning your framework with clients, team members, and stakeholders. Additionally, you should define and document roles, responsibilities, processes, and procedures. Furthermore, providing training and coaching to your team and yourself is essential. To ensure your framework is successful, you must monitor and measure your performance and outcomes. It is also important to solicit and act on feedback from clients, team members, and stakeholders. Finally, you should review and revise your framework periodically and as needed. By following these tips, you can find the best framework for your account management that will help you deliver exceptional service to your clients while achieving your goals and growth.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you choose the right client service framework for Account Management?

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1 What is a client service framework?

2 Why do you need a client service framework?

3 What are some examples of client service frameworks?

4 How do you choose the right client service framework?

5 How do you implement and evaluate your client service framework?

6 Here’s what else to consider

Account Management

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How can you choose the right client service framework for Account Management?

1

2

3

4

5

6

1 What is a client service framework?

2 Why do you need a client service framework?

3 What are some examples of client service frameworks?

4 How do you choose the right client service framework?

5 How do you implement and evaluate your client service framework?

6 Here’s what else to consider

Account Management

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