Account management is both an art and a science, but the end goal is clear – to fully meet our clients’ expectations, 100%.
Head, CRM & Corporate Business Development
In Symphony, we don’t take our clients for granted once they’ve signed the contract. We consider each of our client relationships to be a long-term partnership, which we value and seek to deepen over time. This makes sound commercial sense, since by establishing client trust, we can expect to expand our service provision in the future – mutually profitable for both parties.
At Symphony, our rigorous approach to Account Management includes:
- Quarterly Business Reviews (QBRs), held with every client every three months, encompassing a detailed review of our performance and indentifying improvement opportunities.
- An on-going process of continuous improvement at every level, including process improvement and staff training.
- Clearly defined relationship governance structure, with an effective escalation path if/when required.