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.

Strong client/supplier relationships are built on people-to-people relationships. Too few suppliers recognise the significance of this. Client service executives need to act like casting agents and make sure the right people are in the right job to give the relationship that ‘X’ factor.