Account management on its own is definitely NOT client care. It’s a part of it, but not the most important part. Great client care needs other ingredients. If you want to max out your client revenues and keep your competition at bay, you need an Apex Client Care system. It’s where the BIG MONEY is and why some companies keep growing whilst others falter. Let’s look at all four parts of such a client care system. ACCOUNT MANAGEMENT Getting vacancies, placing candidates and an escalation point for problems. DELIVERY How good you are at finding and vetting great candidates and placing them in an efficient and convenient way is a big part of client care. ‘Average’ is not good enough anymore. QUALITY Finding out what your clients really think about your people and the service they provide and then having a system to process the results. Called Voice of the Customer (VOTC) – so important we have a whole show on it next time. RELATIONSHIP MANAGEMENT Building personal relationships with your key client stakeholders. Moving them from the ‘client zone’ to the ‘friend zone’. Absolutely crucial.