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Some Salesforce Consultants are successful in building a stable client base that they nurture and grow over time while others find it a rocky road and eventually hit a wall. Have you ever wondered what the difference is? Client relationships. Strong client relationships are the foundation for a successful Salesforce Consulting practice. Loyal customers are not only a joy to work with, but they also stay longer with you and are happy to refer new clients.
How to build lasting client relationships?
Below we have compiled a list of actionable ways to nurture and grow client relationships that will not only improve client satisfaction but also grow your business.
Pay attention to detail and gather all information
The foundation of a strong consultant-client relationship is laid before the client even signs up. Good consultants are aware they need as much information as possible about the prospect to come up with a proposal that stands out from the competition. And the key component of that proposal is how it aligns with the business’s goals and values and the personalities of the people you’ll be working with.
This means collecting “objective” information like:
- Their products and services.
- The end-users and their profile.
- Top 3-4 competitors.
- Prioritized goals and associated challenges.
- Strategies that have not yielded desired results in the past.
- Tools, apps, and systems currently being used.
- Budget – long term and short term.
- Expectations from a new consultant
It also includes “subjective” information such as:
- What is their definition of success?
- Future business plans such as new products or services.
- Mission and values they stand for.
- What is unique about them and how are they different from their competitors?
- Skills, experience, interests, and preferences of the team you’ll be working with.
- What are their pain points and wants from a new consultant?
Absorb the information
The intel you collected will be utilized not only in your bid document but will also be leveraged throughout the entire project execution lifecycle. Take the time to absorb and understand every point in depth so that it is made evident in everything you do.
Go above and beyond with your proposal
From the point of view of a project, your bid illustrates how you will go about achieving your client’s goals. From the point of view of a relationship, it’s an opportunity for you to demonstrate that you have a deep understanding of your client’s business and its people.
To be successful, you need to seamlessly link what and why.
What refers to activities included as a part of the project and why should link one of the "whats" to one of the business goals? Once you identify the why, establish the expected measurable outcome once the why is addressed. Include in your proposal how you will measure this outcome.
This approach demonstrates your commitment to the client’s business and its people and shows that you care about the people impacted by your proposed offering.
Have an onboarding process
Once the client has signed up with you, there are bound to be regular interactions across the user group. A smooth onboarding process sets the benchmark for free and open communication and ensures smooth execution which is necessary for a long-term client relationship. Start with a kick-off meeting to ensure everyone is on the same page and well-versed with the goals and expectations of the project.
Treat clients as partners
Treating your clients as partners in success lays the foundation for a purposeful and fruitful engagement, where both your and your client’s points of view are respected, and each does their best to ensure success. At the end of the day, it’s a transactional relationship and a well-defined partnership ensures that each party delivers its end of the bargain.
Be proactive
- Share fresh ideas and propose new strategies.
- Inform the concerned teams in advance about any disruptions that may be caused due to system changes or changes in requirements.
- Educate the teams and empower them to be proactive.
A proactive approach based on transparent communication lays the foundation for a seamless execution and ensures success for all concerned.
Be a good listener
Clients can at times get reactive about results. While you may be doing a great job with your project, the results are not going through the roof. Instead of stone-walling the client’s perspective, use a more empathetic approach such as:
“I see what you’re talking about. It’s a valid point. “
“We’re glad you brought this up. Let us review this and allow us a week to report back to you.”
Position yourself as a partner in the journey. Value everyone's point of view, evaluate objectively, and present your findings to build a long, trusting relationship.
Establish a framework for communication
Conduct scheduled meetings with relevant stakeholders and end them with clearly defined action items
Set up weekly or fortnightly meetings to review progress and answer questions. Make the meetings more about listening than talking. This illustrates your intent to be accountable and helps build trust with the client. Leverage text messaging to build rapport and personal connections with team members and foster a more informal way of working.
Share your concerns early
This is particularly relevant when the business landscape is changing rapidly. Avoid saying yes to everything they want. Clients may have big plans and as a consultant, it's your job to double-check on everything they want for its viability, its efficacy, and impact on the overall project. Understand the challenges – both short-term and long-term, and communicate your concerns clearly.
Establish quarterly business reviews
Quarterly reviews with the senior leadership are a great way to build on relationships. Make these reviews focussed on high-level strategy, allowing the client to reflect on long-term goals. Review past strategies, what's worked and what hasn't, and pivot if need be.
Quarterly reviews are also the apt time for a client to provide insight into the changing business landscape, and the shift in goals (if any), and to establish how these changes impact the scope and budget of the ongoing project.
Strong client relationships are the backbone of a successful Salesforce Consulting practice. It lays the foundation for increased loyalty and referrals and makes the journey a joyful one.
About Author
Indranil is a technology enthusiast with over 25 years of experience in project management, operations, technology and business development. Indranil has led project teams in egovernance, business process re-engineering, product development and worked with Government and Corporate customers. Indranil truly believes in the power of technology to drive productivity and growth for teams and businesses.
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