Account / Relationship Management

Service Delivery Focus

We maintain a model for managing our client accounts that supports our service delivery teams. A nominated account leader and account team remain responsible for the relationship between the client organisation and Business Catalyst, which is built on mutual respect, trust and understanding of the client’s business, culture and challenges.

Members of the account team work together and maintain dialogue with client management and staff at all levels to keep them abreast of good practices and management trends observed by the Firm, and to help develop solutions for issues facing them.

These activities are supplementary to the work of our service delivery teams, whose members are focussed on projects and committed to completing project deliverables. While members of account teams may well be part of a project team, we do not allow business development activities to conflict with service delivery.

Account Management Contributing to long-term Client Retention

Any new initiative within a client account is coordinated entirely by the Account Team Leader so we do not create confusion in the client as to the responsibilities of the Business Catalyst consultants. We ensure that the client always understands on what basis they are dealing with every consultant.

This account management process contributes to our very high rate of client retention, which has been a key part of the Firm’s strategy for ongoing growth and development since day one of operations.

Client Satisfaction Monitoring

We also have a very strong process for continuously seeking, monitoring and assessing client feedback during assignments and this enables us to take appropriate timely action to ensure that 100% client satisfaction is achieved.

The ethos of 100% client satisfaction has been embedded into the culture of the Firm through the account management process, which is supported by assignment peer review and regular face-to-face feedback sessions with the client throughout each assignment.

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