Elements and Performance Criteria
- Plan to meet client requirements
- Access, interpret and apply customer relationship documentation and ensure the work activity is compliant
- Research, understand and assess the needs of clients and include them in the planning process
- Make provision in plans to negotiate quality, time and cost specifications with clients
- Maintain effective communication links and consultative processes with clients
- Identify opportunities for product and service enhancement
- Identify existing/potential customer base as a guide to demand
- Identify service opportunities and promote them to potential clients
- Determine client requirements and preferences in relation to services to be supplied as a basis for the marketing strategy
- Implement systems to receive, respond to and address client reactions
- Implement marketing strategies aimed at improving the business’ competitive position
- Explore opportunities to improve client satisfaction
- Deliver products and services to client satisfaction within quality, time, cost and resource parameters
- Maintain quality of products and services by establishing client feedback mechanisms
- Discuss problems and implement resolution process
- Investigate client complaints promptly and use to improve service
- Monitor marketing performance
- Monitor performance achievements against the marketing plan
- Investigate causes of any serious performance deviations and take corrective action
- Monitor and optimise production operations
- Use resources effectively and efficiently to provide a quality service
- Plan and introduce strategies which support the establishment of long term relationships
- Adjust product and service delivery promptly and decisively to satisfy client and organisational requirements
- Manage written records, reports and recommendations