Clients are internal as well as external. Client Relationship Managers need to work hard at building outstanding relationships internally as well as with the end client if an organisation is to thrive.

All service providers, from time-to-time, get frustrated with clients who can’t make up their mind. But there are a number of reasons for this. Whatever the reason, service providers should analyse the client’s decision-making process from the start and find ways to speed it up.

Clients increasingly want to see more flexible ways of working from service providers. A one-size-fits-all approach no longer works when clients’ business and operational structures are changing rapidly. This calls not only for changes in processes but cultural shifts as well.