(Example workshops available on request)

Client Account Management Programmes are designed and developed to reflect the Client’s business, range of clients and product suite.

First Creation Consulting Ltd has extensive experience of working with Financial Institutions to define, develop and implement Client Account Management Programmes for both the front and middle office.

Main Reasons Why Client Account Management Programmes Fail!

Whilst simplistic in their concept Client Account Management Programmes very often fail to deliver the intended benefits. Some of the main causes for this ar:

Knowing what is required of them

A lack of understanding by the Client Managers of what the role means in practice and what activities they should perform on a day to day basis prevents them from making the transition from their old role to the new role.

In a lot of cases the perception of what the Senior Management think and what the Client Managers think of how the role should work does not coincide.

Ownership

In a lot of instances the role is defined by Senior Management and with the Client Mangers then being expected to carry out the role without any say in the matter. This often leads the Client Managers not taking ownership for the role and carrying on doing their old job.

Motivation & Commitment

The role of the Client Manager requires a lot of self drive and commitment. The Client Manager will face a lot of challenges and hurdles which require resolving in order to make the role successful. In the main this takes time which requires the Client Manager to be very self driven and committed to making the role work. A lot of appointed Client Managers find these challenges too much and give up early on in the process, in particular the internal political issues can be very difficult to deal with and overcome.

Remuneration

It can be very difficult to accurately assess the value the Client Manager adds to the business therefore making remuneration difficult.

If the Client Mangers do not feel confident that they will be rewarded for their Client Manger role they will gravitate back to doing their old job where they feel more confident about how they will be measured and rewarded.

Therefore it is vitally important to the success of any Client Account Management Programme that management define the performance measurement and remuneration of the role up front and clearly communicate to all concerned in order to give the Client Managers the confidence and support required to whole heartedly throw themselves into the role.

First Creation Consulting works with its client to help overcome these difficulties and implement a successful Client Account Management Programme that delivers the planned benefits.