Client Management Services

MINERVA Consulting focuses on aligning an organization’s business processes with client service, particularly during periods of change. These issues may manifest themselves in a variety of ways, often across functional groups. Given the broad range of our business experience, we are uniquely qualified to assist in identifying and resolving these issues.

Restructuring projects or acquisitions often are opportune times to examine the client service experience and determine whether it is consistent with an organization’s strategic goals.

MINERVA Consulting can review the existing resources, processes and culture to evaluate the degree of alignment between these key business drivers and recommend practical solutions.

Examples of services and the issues they address:

• Client Management Strategy Development
  • What should the Client Service Strategy be?
  • Can it be delivered?
    
    
• Client Management Strategy Implementation Support
  • Are the people and systems organized to support the strategy?
  • Are the right people in place?
  • Are the right systems in place?
    
    
• Client Service Management Audits
  • Is the Client Service function perceived as effective? Internally? Externally?
  • Does it have the right people? The right tools?
    
    
• Client Satisfaction Surveys
  • Is the organization delivering on the brand promise?
  • What are the strengths and weaknesses of the current environment?
  • Do Clients perceive the same issues as management?
    
    
• Client Service Process Reviews
  • How is the client Service function supported in the organization?
  • What role does Client Service play in Product Development? Operations? Technology?