You Know Your Client! Does Your Client Know You?

APMP BID & PROPOSAL CON 2015 | PAGE 2 You Know Your Client! Does Your Client Know You? NEIL PHILIPSON

APMP BID & PROPOSAL CON 2015 | PAGE 3 Invincible

APMP BID & PROPOSAL CON 2015 | PAGE 4 Wouldn’t it be great …… To understand our customer's business as well as they do? To add so much value, cost wasn’t even discussed? To have greater intelligence of a customer’s future plans? To get a “heads up” on issues that impact our business? To be a consultant or supplier of choice; engaged without competition? To have customers that go the extra mile for us?

APMP BID & PROPOSAL CON 2015 | PAGE 5 So what is stopping you?  Leadership  Ownership  Vision  Never ending journey – Not a destination  Talk shop

APMP BID & PROPOSAL CON 2015 | PAGE 6 Client management health check  Clearly defined and agreed definition of a Key Client  All of the people in our organization feel they own the process of managing our Key Clients  We have met with our Key Clients and have asked them what they want from a firm such as ours  For all Key Clients we have a plan – it has specific, measurable and achievable objectives

APMP BID & PROPOSAL CON 2015 | PAGE 7 Change what we do today Key Client management must be a strategy  Invest in our top customers  Invest in emerging customers  Build profitable relationships  Target strategically

APMP BID & PROPOSAL CON 2015 | PAGE 8 Strategic Framework GatherAnalyseSummariseUse

APMP BID & PROPOSAL CON 2015 | PAGE 9 Gather  Client vision  Client purse  Client market  SWOT

APMP BID & PROPOSAL CON 2015 | PAGE 10 Analyse  Strategy  Client relationships  Our value  Our added value

APMP BID & PROPOSAL CON 2015 | PAGE 11 Summarise  What we learnt  The opportunity  Our value proposition  Plan of action

APMP BID & PROPOSAL CON 2015 | PAGE 12 Be Proactive  Take responsibility  Keep working at it  Don’t waste energy

APMP BID & PROPOSAL CON 2015 | PAGE 13 Begin with the end in mind  Define success  Do the right things  Provide leadership

APMP BID & PROPOSAL CON 2015 | PAGE 14 Put first things first “If you don’t put your big rocks in first, the fillers of life will occupy your day and there won’t be room” - Unknown  Prioritize the tasks  Strong management  Do things right

APMP BID & PROPOSAL CON 2015 | PAGE 15 Understand and then be understood  Seek to understand  Explore capability  Find solutions

APMP BID & PROPOSAL CON 2015 | PAGE 16 Make it happen  Get amongst it  Build relationships  Keep it energised

APMP BID & PROPOSAL CON 2015 | PAGE 17 Wrap up  Offers a common structure  Leaves space for flair  Runs on your energy Now you control it

APMP BID & PROPOSAL CON 2015 | PAGE 18  A client is someone who engages the services of a professional  A customer buys goods or services from a business Client vs. Customer

APMP BID & PROPOSAL CON 2015 | PAGE 19 Questions Your time to Roar!

APMP BID & PROPOSAL CON 2015 | PAGE 20 Presenter Name Title Organization Phone URL Contact Us Neil Philipson Technical Director Mott MacDonald PDNA