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SMU-X Survival Toolkit: Client Management

This guide provides useful information and links to resources on SMU-X.

At A Glance

Client Management

Managing your client in a SMU-X project can be considered an art. Get it right, and you will enjoy a productive, proactive and positive outcome; get it wrong and it will drain your time, creativity and resources. The following resources provides some insights on how to effectively manage clients for a better experience. 


Gain valuable insight into the brave new world of customer engagement as Alan Trefler, author of the popular new book, Build for Change: Revolutionizing Customer Engagement through Continuous Digital Innovation, shares about his take on today's customer, and explain what organizations can do to survive this current time of great "customer stress."  In this short video from customer service expert Mark Sanborn, discover the 7 B's of effective relationship building. Want better relationships? Watch this video.


Gareth Bull discussed how to manage your clients, expectations, communication, and the problems that you may face, Then, finally delivering the results.  
  • Six Client Management Skills That Your Team Can Benefit
    Learn how w
    hen it comes to clients, it doesn't matter if you have the most agreeable or the most difficult person in the world, your team should make them happy. In order to do so, they'll want to have these client management skills, which can be applied to many customer interactions.

This section lists some recommended readings.

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