Sales Client Management Program Policy
Sales Client Management Program Policy
I. Introduction
A. Background
[Your Company Name]'s primary asset is its clients, and as such, managing client relationships effectively is crucial to our ongoing success. This policy aims to set the standard procedures and guidelines for managing clients across all departments of [Your Company Name].
B. Purpose
The purpose of this policy is to ensure that all employees understand and follow the same protocols and guidelines to manage clients professionally, efficiently, and in compliance with the law.
C. Objectives
-
To establish uniform standards for managing client relationships.
-
To improve the quality of client interactions.
-
To resolve conflicts in a timely and professional manner.
II. Scope
This policy applies to all [Your Company Name] employees who interact with clients at any capacity, either directly or indirectly.
III. Policy Statement
All employees of [Your Company Name] must adhere to the standards and guidelines presented in this policy document while engaging with clients. Failure to comply may result in disciplinary actions.
IV. Responsibilities
A. Management
Management is responsible for ensuring the effective implementation of this policy by:
-
Allocating sufficient resources.
-
Monitoring compliance.
-
Addressing violations.
B. Employees
Employees are expected to:
-
Familiarize themselves with this policy.
-
Attend mandatory training sessions.
-
Report any conflicts or issues to management.
V. Client Segmentation
Clients are to be segmented into the following categories based on annual revenue and engagement level:
|
Client Type |
Annual Revenue |
Engagement Level |
|---|---|---|
|
Platinum |
> $1,000,000 |
High |
|
Gold |
$500,000 - $1,000,000 |
Medium |
|
Silver |
$100,000 - $499,999 |
Low |
|
Bronze |
< $100,000 |
Very Low |
A. Segmentation Purpose
Segmentation is crucial for providing tailored services and assigning appropriate account managers.
VI. Communication Standards
A. Email Response Time
|
Client Type |
Max Response Time |
|---|---|
|
Platinum |
2 Hours |
|
Gold |
4 Hours |
|
Silver |
8 Hours |
|
Bronze |
24 Hours |
B. Follow-Up
A follow-up should be conducted within 48 hours after an initial client meeting.
VII. Conflict Resolution
A. Initial Assessment
Any conflict should be initially assessed within 24 hours of being reported.
B. Conflict Resolution Team
A dedicated Conflict Resolution Team is in place to handle higher-level conflicts that could not be solved by the account manager.
VIII. Data and Reporting
Data regarding client interactions, sales, and feedback shall be documented and reported on a monthly basis. Quarterly reports will include charts to analyze trends.
IX. Quality Control and Feedback
A. Quality Assurance Checks
Random checks will be conducted by the Quality Control Department.
B. Feedback Mechanism
Clients are encouraged to provide feedback via [Your Company Website]'s feedback form.
X. Compliance and Enforcement
Failure to adhere to this policy may result in disciplinary action, up to and including termination.
For further queries regarding this policy, please contact:
[Your Name]
[Your Company Email]
[Your Company Address]
[Your Company Number]
For compliance requirements, refer to [Your Company Website].
For additional updates, please follow [Your Company Social Media].
