Clients across the country are telling us what they think.

In 2016 we introduced a new initiative as part of our focus on client service – client roundtables.

The program is currently on offer for Australia’s key clients, with the option to also undertake the same process for Operating Centre key clients.

Clients join the Client Engagement Team for an hour and we explore their service delivery preferences, the issues strategically important to their business and how we are engaging with them. The client leaves, and we then spend several hours distilling their insights across nine dimensions in our brick wall.

* View a PDF of the brick wall here

The idea of the process is to ‘build a wall’ based on bricks that form strong relationships. If the foundations are strong it should be more difficult for competitors to dislodge you from your trusted advisor position.

The bricks are built from our client commitment elements.

Our Client Engagement Teams and Relationship Managers have been enlightened in every workshop, and have evolved their relationship approach and delivery mechanisms following the workshops.

Here’s what the Relationship Managers had to say:

Steve Fox, Relationship Manager - Water Corporation "We’ve been their key provider for more than 20 years, but we focused on where they are going, not where we have been."

Paul Buch, Relationship Manager - Horizon Power "We’ve come up with some great new ways to show Horizon that we can be more agile and innovative."

Adam Wilmot, Relationship Manager - Main Roads Western Australia "This has become a real two-way dialogue. Main Roads wants our feedback on their performance too."

Nearly every client who has attended the workshops across the company has been overwhelmed that we are truly investing in a relationship with them. They see our approach as a major differentiator.

To experience a client roundtable, join a Client Engagement Team or chat to your local CRM PG representative.