Our winning formula for working with & retaining large clients

Ilona
Posted by
Managing Director

Last year, I had the honour of presenting at the biggest WordPress conference in Europe: WordCamp Europe 2015.

My talk was entitled: ‘Our winning formula for working with and retaining large clients‘.

At Moove, we’re constantly striving to enhance the way we work with our clients – improving processes, service levels and quality in everything we do.

In my talk, I walked the audience through a workflow that’s suited to corporate clients and large organisations.

I emphasised the difference between small and large clients, and gave a few insights into our own experience of working with large clients over the years. Here’s a summary of the points that I shared during my talk and you can view the video at the end of this post.

#1Put together a very experienced team

  • Your team is the single most important success factor. And that applies for both the pitching stage as well as for the project delivery.
  • Large clients have very experienced people working for them. They understand digital, they understand websites, they understand development too.
  • To be able to win their business, you need very senior and experienced people in your team.

#2Thorough discovery and planning phase

  • A solid discovery and planning stage is the most important part of the project.
  • If you don’t plan and do not understand the success criteria for the project, or what the target audience wants, you will fail.
  • Large clients understand this and are willing to dedicate the time and money needed to get this right.

#3Invest in the best customer support

  • Large clients are used to dealing with suppliers who know how to provide 1st class customer service.
  • If you are a small agency and you were used to informal dealings with your equally small clients, now is the time to revise your internal processes and upgrade them.
  • Large clients expect immediate response and resolution to their problems.
  • Sounds basic but it seems that’s what most small agencies struggle with and 1st class customer support is one of those absolutely essential basics.

#4Have an opinion

  • Large clients pay you for all the years of experience that you bring on board. They like to be advised on what is possible and how to push boundaries.
  • Experienced clients also know what is realistic to be delivered in what timeframes and they are doubtful of agencies who over-promise at the risk of missing deadlines and important launches.

#5Nurture long-term relationships

  • The best part in working with large clients is the long-term on-going collaboration.
  • After you spend 6 to 12 months of full-time work delivering a project for a client, you inevitably become an extended part of their internal team. And this is great – for you and for the client too.
  • It’s much more enjoyable to work with long-term clients, to be a part of their on-going growth and success. So make sure you nurture your relationships with your current clients.

Good luck!

Here is the video of my talk:


Here are the slides:

 

Ilona
posted by
Ilona Filipi
Managing Director

Ilona combines creative flair and super organisational skills to support clients in her role as Senior Project Manager. She brings over 10 years experience in the digital media field having delivered web solutions on projects for brands such as the BBC, O2 and Which? to name but a few.

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