3. 60% should be
generating 25%
more revenue
from strategic
accounts
6-7x more
costly to acquire
a new customer
Top 20 clients
make up 80% of
total revenue
Market Trends
4. 5 Key Principles for Expanding Existing
Accounts
Know Your
Clients
Better Prepare
For Accounts
Avoid Being
Blindsided
Map
Relationships
Build Internal
Advocates
#2: Find a more specific statistic for recruitment
Role dependent, type, etc.
Client holds more power
If can’t find better more specific stat, explanation will work
Client efficiency – who are your top clients (great margin, don’t require effort or resources to serve, high win rate/success rate)
80/20 rule
Care for your clients:
Engagement card- not random names focus on engagement
Blueprint: Who you do not know- filter
Phone integration: within email/ tracking automatic
Engagement Card
Leverage your relationship for growth
Pulse at at contact level
VMS?
Stare & Compare?
What are you good at? Data entry,
NPS:
Reatvice Vs. Proactive
Pulse digest--
A key part to knowing your clients and being able to expand those relationships is working with the right clients. While it is may not always be as simple as the 3 categories here it is important to understand good clients form bad- and how you differentiate. Most businesses will have a way to measure this- it likely involved standard measures like average margin, volume of business but what about effort required to serve & win rate. If you do rank/ rate clients is this in Bullhorn & how do you use it. Additionally what data can bullhorn put in front of your consultants to help them understand which of the character on the screen they are dealing with?
Benchmark and win rates
Win ratios Amazon Vs. All companies
Email & Phone activity- how hard are we working for success?
A Rated clients Vs. B’s & C’s
So you know who you want to work with. What do they care about & how do you keep aligned with your clients goals?
Dave
Content is King-
Steven Demo News Feed
Finally it is rare that any 1 person can be solely responsible for client success. In most cases client satisfaction is the result of a team effort.
email notify, fast note slide out.
Demo Steven fast note- Dave talk.
We talked about aligning with client strategy- but that information is available in the market- if you can find it maybe your competitors can find it. So what make you unique? What makes a client choose to work with you?
What makes any agency unique is the data they have & how they use that data. We understand this and that’s why we want you to have instant real time data available at your finger tips. A client calls and their normal contact is not there to help- what happens? Because Bullhorn is automatically capturing your data you can make the experience seamless for your client. You can see recent conversations and pick up where your colleague left off.
Understanding what is happening in real time.
Show Email conversation drill down into card subjects.
This data can also be leverage for more formal preparation- like client reviews.
Show a client dashboard with win rate planner and opportunities
Speed to prepare
How to get up to speed with the data available
Tie this back to avoid being blindsided
In recruitment time is not often on your side. Speed, combined with quality, can often control success.
What happens when you don’t have a relationship?
VMS access?
Speed to prepare
How to get up to speed with the data available
Tie this back to avoid being blindsided
The situations where something goes wrong are often the biggest opportunities. The way that you react to these situations can make or break relationships. Lets be honest no business relationship can be perfect everytime. Things will go wrong or not to plan how are you set up to deal with these.
One way that we see clients using Bullhorn to turn these negative situations into positives is by breaking down silos within their own businesses. Collaborating and working together to resolve situations. I want to know what is going on with my key clients. Now traditionally this would be conversation with consultants or anecdotal information. With Bullhorn I can see real information as it happens.
Management level: know whats going on in your biggest accounts (pulse)
User level: trying to get more jobs, but another issue is preventing this from happening
Email tracking, flagged dashboard- top accounts,
phone integration.
Management level: know whats going on in your biggest accounts (pulse)
User level: trying to get more jobs, but another issue is preventing this from happening
Proactive intelligence
Pulse digest- art story
Understand engagement
Know who you are engaged with
Know who you are not engaged with
Identify relationship gaps
Know where gaps exist in the relationship – by department, by level
Plug those gaps by identifying and connecting with key stakeholders
Know what you don’t know
4.5 people per sale.
Pulse Cards
Understand engagement
Know who you are engaged with
Know who you are not engaged with
Identify relationship gaps
Know where gaps exist in the relationship – by department, by level
Plug those gaps by identifying and connecting with key stakeholders
Know what you don’t know
Steven
Blueprint
Warm referral or phone call/email
Identify your most engaged and happy contacts
Build personal relationships
Get on a personal level with your best contacts
Ask them about their family, life goals, etc.
Provide a great experience
Offer additional services if possible
Make each interaction extremely high quality
Provide value to your contacts
Work with advocates to share successes internally
Ask to create internal collateral in the form of video testimonials, case studies, quotes, etc.
Even if they don’t want you to share it externally, it is still a piece that can be used internally and can help build rapport for future business opportunities
Reward those internal advocates with an appreciation program
NPS
Warm referral or phone call/email
Identify your most engaged and happy contacts
Build personal relationships
Get on a personal level with your best contacts
Ask them about their family, life goals, etc.
Provide a great experience
Offer additional services if possible
Make each interaction extremely high quality
Provide value to your contacts
Work with advocates to share successes internally
Ask to create internal collateral in the form of video testimonials, case studies, quotes, etc.
Even if they don’t want you to share it externally, it is still a piece that can be used internally and can help build rapport for future business opportunities
Reward those internal advocates with an appreciation program
Care for your clients:
Engagement card- not random names focus on engagement
Blueprint: Who you do not know- filter
Phone integration: within email/ tracking automatic
Engagement Card
Leverage your relationship for growth
Pulse at at contact level
VMS?
Stare & Compare?
What are you good at? Data entry,
NPS:
Reatvice Vs. Proactive
Pulse digest--
