Topic: How to Manage Client Expectation
Speaker: Mr. Tang Zhenkai, Managing Director of CMT practice, Accenture China
Time: 19:00 - 21:00, Tuesday, Apr. 28th，2015
Venue: Room 601, Starr Building, School of Management
Biography of the Speaker:
Mr. Tang Zhenkai is the managing director of CMT practice, Accenture China. He is managing the team to provide the management and IT consulting service to the multiple national Telecom operators and High-tech clients in Great China. Mr. Tang has over 15 years in the IT consulting industry, his focus is the various business transformation, Shared IT service centre and business operation outsourcing for telecom and MNC high-tech clients. In addition, Mr. Tang has the rich experience in the process optimization, IT governance and MVNO areas.
Summary of the Lecture:
Managing expectations is the single most important aspect to maintain a healthy & rewarding relationship with the clients. Through the guest speaker’s past career in the consulting firm, he learned a lot about managing the expectations of some pretty important people. Needless to say, that only had to happen once before he learned a valuable lesson in managing expectations.
Reputation is everything in the consulting industry. Consistently having positive relationships with clients leads to a calmer work day and a higher level of productivity.
Here are 5 aspects to manage client’s expectation:
1. Be Honest From The Get-Go.
2. Under-Promise Promise, Over-Deliver.
3. Anticipate the Client’s Needs Before They Know Their Own Need.
4. Constant Communication.
5. Reports.
