clientmanagement

Client management is the practice of managing interactions with current and prospective clients to maximize value for both the client and the organization. It covers activities across sales, onboarding, service delivery, support, contract management, and renewal processes, with the aim of building durable relationships and predictable outcomes.

Central to client management are relationship management and communication. Many organizations use customer relationship management (CRM) systems to track contact history, preferences, activities, and account status, enabling coordinated actions across sales, success, and service teams. The client lifecycle typically spans lead, prospect, onboarding, active engagement, renewal, and expansion.

Key processes include onboarding programs that set expectations, regular check-ins or business reviews, needs assessment and value realization tracking, issue resolution, and clear escalation paths. Service level agreements, milestone-based delivery, and transparent billing contribute to trust and accountability.

Performance is measured with metrics such as customer satisfaction scores, Net Promoter Score, churn and renewal rates, time to first response, resolution times, and revenue expansion per account. Effective client management aims to improve retention, increase lifetime value, and create advocates who drive referrals.

Typical roles involved include account managers, customer success managers, project managers, and support agents. Challenges include maintaining data quality across channels, aligning cross-functional teams, privacy and compliance, and scaling processes as an organization grows. Technology, training, and governance are commonly used to address these issues.