{"id":18734,"date":"2016-04-22T09:49:18","date_gmt":"2016-04-22T13:49:18","guid":{"rendered":"https:\/\/www.bullhorn.com\/eu\/?p=18734"},"modified":"2019-03-01T21:27:40","modified_gmt":"2019-03-01T21:27:40","slug":"openness-is-key-consulting","status":"publish","type":"post","link":"https:\/\/www.bullhorn.com\/eu\/blog\/openness-is-key-consulting\/","title":{"rendered":"Openness Is Key in Consulting &#8211; But It&#8217;s Not for Everyone"},"content":{"rendered":"<p><em><span style=\"font-weight: 400;\">Adopting openness within your consulting firm is key for successful relationship management and gaining a competitive advantage. But without understanding the specific benefits of true transparency across employees, accounts, contacts, and prospects, openness can be a daunting concept. <\/span><\/em><\/p>\n<p><span style=\"text-decoration: underline;\">The Culture of CRM <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Customer relationship management (CRM) has traditionally been viewed within the narrow prism of a departmental function \u2013 it\u2019s seen as a software product. But <\/span><a href=\"http:\/\/www.networkworld.com\/category\/saas\/\" target=\"_blank\"><span style=\"font-weight: 400;\">within the world of SaaS<\/span><\/a><span style=\"font-weight: 400;\">, a more holistic and proactive view of the discipline is emerging \u2013 <\/span><a href=\"http:\/\/www.business2community.com\/business-intelligence\/crm-way-life-software-system-01181319#gED0FOe0DFPEjtMK.97\/\" target=\"_blank\"><span style=\"font-weight: 400;\">CRM is often seen as a company culture, a way of life.<\/span> <\/a><b>&nbsp;<\/b><span style=\"font-weight: 400;\">As mentioned in a previous <\/span><a href=\"https:\/\/www.bullhorn.com\/eu\/blog\/2016\/01\/how-bullhorn-helps-your-business-conquer-the-age-of-the-customer\/?LS=Website&amp;LSD=Blog_UK_16_04_22\" target=\"_blank\"><span style=\"font-weight: 400;\">Bullhorn blog post<\/span><\/a><span style=\"font-weight: 400;\">, we have transitioned from The Age of the Seller to The Age of the Consumer. &nbsp;<\/span><\/p>\n<p><span style=\"text-decoration: underline;\">Customer <i>Success<\/i> Management<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A similar situation is happening in the agency world. Customer service expert Shep Hyken has <\/span><a href=\"http:\/\/hyken.com\/customer-confidence\/the-difference-between-customer-service-and-customer-success\/\" target=\"_blank\"><span style=\"font-weight: 400;\">written<\/span><\/a><span style=\"font-weight: 400;\"> that client service is \u201cnot a department, but a philosophy to be embraced by everyone in an organization.\u201d It\u2019s not just about responding to inbound leads and retaining customers from an objective standpoint. Now, you need to make sure your customers are more than happy by being proactive and implementing a culture of customer <\/span><i><span style=\"font-weight: 400;\">success.<\/span><\/i><span style=\"font-weight: 400;\"> In order to get ahead of the competition, you need to understand <\/span><i><span style=\"font-weight: 400;\">and <\/span><\/i><span style=\"font-weight: 400;\">anticipate customer needs, a feat that can be accomplished by everyone in the organisation with the right CRM. <\/span><\/p>\n<p><span style=\"text-decoration: underline;\">Putting Two and Two Together<\/span><\/p>\n<p><span style=\"font-weight: 400;\">By embracing the culture of CRM, you are naturally embracing a culture of openness and customer success management in your agency. Here are 4 ways in which an<\/span><span style=\"font-weight: 400;\"> agency can change with this shift in culture.<\/span><\/p>\n<ul>\n<li><em>Customer Enquiries<\/em><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Clients can get frustrated if they contact an agency and their account manager is unavailable to take the call. Rather than simply taking a message for a routine enquiry, wouldn\u2019t it be better if y<\/span><span style=\"font-weight: 400;\">our company utilised openness<\/span><span style=\"font-weight: 400;\">? What if a departmental colleague could access past communication threads and provide a quick, educated answer? Wouldn\u2019t it be great if everyone in your organisation could access emails, phone calls, and documentation to save time and improve the customer experience? <\/span><\/p>\n<ul>\n<li><em>Going beyond \u201cOrder-Taker\u201d to Consultant <\/em><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Executing upon a brief is, of course, a key measure of success. But clients are increasingly looking for more from their agencies. By gaining a deeper understanding of client needs, your account teams can uncover opportunities to form the basis of a new campaign. <\/span><\/p>\n<ul>\n<li><em>Multiple Decision-Makers and Multiple Goals <\/em><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The first responsibility of any account team is to respond to their clients\u2019 stated goals. But there may be multiple agendas at work within a client account, and juggling the needs of every decision-maker is tough. You need a complete picture of your clients\u2019 stakeholder landscape in order to fully understand their objectives and ambitions. Only by having this complete picture can you claim to be managing your clients\u2019 overall success. <\/span><\/p>\n<ul>\n<li><em>Utilise Customer Satisfaction Scores <\/em><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Most agencies will have some kind of client feedback mechanism, and this is normally conducted by a senior member of agency staff. Rather than using this engagement simply to determine what is \u2013 and isn\u2019t working, it should be seen as an opportunity to gain high-level insight into your clients\u2019 overall objectives and targets. Findings should be fed back to the account team and used as the basis for campaign planning. Employ a CRM with an built-in, customisable Net Promoter Score (NPS) tool to make full use of customer satisfaction scores. After all, <\/span><a href=\"http:\/\/www.netpromotersystem.com\/about\/how-is-nps-related-to-growth.aspx\/\" target=\"_blank\"><span style=\"font-weight: 400;\">NPS and organisation growth are highly correlated<\/span><\/a><span style=\"font-weight: 400;\">. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Once you understand the way it can work for you, adopting a&nbsp;<a href=\"https:\/\/www.bullhorn.com\/eu\/ppc\/consulting-radical-transparency\/?LS=Website&amp;LSD=Blog_UK_16_04_22\" target=\"_blank\">CRM platform with radical transparency <\/a>is not as nearly as daunting as you might have previously thought.&nbsp;<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Adopting openness within your consulting firm is key for successful relationship management and gaining a competitive advantage. But without understanding the specific benefits of true transparency across employees, accounts, contacts, and prospects, openness can be a daunting concept. The Culture of CRM Customer relationship management (CRM) has traditionally been viewed within the narrow prism of [&hellip;]<\/p>\n","protected":false},"author":123,"featured_media":18736,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[584,585],"tags":[78,105,225,344,341,374,120,168,267,329,258,411,291],"class_list":["post-18734","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-industry-trends-and-insights","category-tips-tricks-and-how-tos","tag-bullhorn","tag-bullhorn-crm","tag-business","tag-client-relationship-management","tag-consulting","tag-content","tag-crm","tag-crm-software","tag-customer-experience","tag-employee","tag-flexible","tag-openness","tag-search-engine-optimisation"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Openness Is Key in Consulting - But It&#039;s Not for Everyone - Bullhorn EU<\/title>\n<meta name=\"description\" content=\"Adopting openness within your organisation is key for successful relationship management. But, transparency can be a can be a daunting concept.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.bullhorn.com\/eu\/blog\/openness-is-key-consulting\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Openness Is Key in Consulting - But It&#039;s Not for Everyone - Bullhorn EU\" \/>\n<meta property=\"og:description\" content=\"Adopting openness within your organisation is key for successful relationship management. But, transparency can be a can be a daunting concept.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.bullhorn.com\/eu\/blog\/openness-is-key-consulting\/\" \/>\n<meta property=\"og:site_name\" content=\"Bullhorn EU\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/Bullhorn\/\" \/>\n<meta property=\"article:published_time\" content=\"2016-04-22T13:49:18+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2019-03-01T21:27:40+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.bullhorn.com\/eu\/wp-content\/uploads\/sites\/21\/2016\/04\/shutterstock_353514305-e1461332939779.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"600\" \/>\n\t<meta property=\"og:image:height\" content=\"401\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"David Stott\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"David Stott\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.bullhorn.com\/eu\/blog\/openness-is-key-consulting\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.bullhorn.com\/eu\/blog\/openness-is-key-consulting\/\"},\"author\":{\"name\":\"David Stott\",\"@id\":\"https:\/\/www.bullhorn.com\/eu\/#\/schema\/person\/36ef2e97c5f6c44e8e15d7d23d3c7274\"},\"headline\":\"Openness Is Key in Consulting &#8211; But It&#8217;s Not for Everyone\",\"datePublished\":\"2016-04-22T13:49:18+00:00\",\"dateModified\":\"2019-03-01T21:27:40+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.bullhorn.com\/eu\/blog\/openness-is-key-consulting\/\"},\"wordCount\":622,\"publisher\":{\"@id\":\"https:\/\/www.bullhorn.com\/eu\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.bullhorn.com\/eu\/blog\/openness-is-key-consulting\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.bullhorn.com\/eu\/wp-content\/uploads\/sites\/21\/2016\/04\/shutterstock_353514305-e1461332939779.jpg\",\"keywords\":[\"bullhorn\",\"Bullhorn CRM\",\"business\",\"client relationship management\",\"Consulting\",\"content\",\"CRM\",\"CRM software\",\"customer experience\",\"employee\",\"flexible\",\"openness\",\"search engine optimisation\"],\"articleSection\":[\"Industry Trends &amp; Insights\",\"Tips, Tricks, and How-Tos\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.bullhorn.com\/eu\/blog\/openness-is-key-consulting\/\",\"url\":\"https:\/\/www.bullhorn.com\/eu\/blog\/openness-is-key-consulting\/\",\"name\":\"Openness Is Key in Consulting - But It's Not for Everyone - Bullhorn EU\",\"isPartOf\":{\"@id\":\"https:\/\/www.bullhorn.com\/eu\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.bullhorn.com\/eu\/blog\/openness-is-key-consulting\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.bullhorn.com\/eu\/blog\/openness-is-key-consulting\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.bullhorn.com\/eu\/wp-content\/uploads\/sites\/21\/2016\/04\/shutterstock_353514305-e1461332939779.jpg\",\"datePublished\":\"2016-04-22T13:49:18+00:00\",\"dateModified\":\"2019-03-01T21:27:40+00:00\",\"description\":\"Adopting openness within your organisation is key for successful relationship management. 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