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Client

Relationship

Management

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Every project and business initiative has two critical dimensions: technical performance (i.e., delivering results) and interaction management (i.e., managing relationships). Your clients satisfaction with your technical performance is a result of how well you do your job. Client satisfaction with your interaction management is a result of how well you relate to the client and address their professional and personal needs.

In other words, clients notice not just what you do, they pay close attention to howyou do it. The clients perception of service quality needs to be capably managed in addition to obtaining superior technical results. Everyone in business, from the project manager to the IS analyst, is constantly interacting with clients. Clients can be paying project customers, people in other departments, other members of your project team, or your supervisor or staff. Anyone who needs something from you information, a decision, a product enhancement is your client. Your professionalism, listening skills, availability, responsiveness, reliability, etc. are all factored into a clients level of satisfaction. Over and above individual expertise, these relationship skills can turn an acceptable (or a disappointing) experience into a memorable business success story, be it increased orders, high output project teams, or enhanced staff morale.
Every interaction counts, and every interaction is remembered. Just as you respond to good or bad service as a consumer, so too does each of your clients. This one-day workshop will provide your people with the tools and techniques to turn client interactions, both external and internal, into a serious competitive advantage. Purpose: To review/apply techniques that will create a competitive advantage by ensuring that the "implicit service/relationship needs" of each client are met along with the explicit project deliverable requirements. Key Topics:

Tools and techniques for ensuring a positive client experience Things to watch out for when interacting with project clients Five major interaction-related causes of project failure, and how to avoid them

How to build a client relationship plan Duration: One to Two Days

he recruitment and selection is the major function of the human resource department and recruitment process is the first step towards creating the competitive strength and the strategic advantage for the organisations. Recruitment process involves a systematic procedure from sourcing the candidates to arranging and conducting the interviews and requires many

resources and time. A general recruitment process is as follows: Identifying the vacancy: The recruitment process begins with the human resource department receiving requisitions for recruitment from any department of the company. These contain: Posts Number Duties Qualifications required to to be be filled persons performed

of

Preparing the job description and person specification.

Locating and developing the sources of required number and type of employees (Advertising etc).

Short-listing and identifying the prospective employee with required characteristics.

Arranging the interviews with the selected candidates.

Conducting the interview and decision making

1.

Identify vacancy

2.

Prepare job description and person specification

3.

Advertising the vacancy

4.

Managing the response

5.

Short-listing

6.

Arrange interviews

7.

Conducting interview and decision making

The recruitment process is immediately followed by the selection process i.e. the final interviews and the decision making, conveying the decision and the appointment formalities.

Different Types of Recruitment Models Different companies have different hiring needs. So depending on level of engagement, exclusivity, long term prospects and other factors many different recruitment models are followed in the market.Here I will try to explain them. Different recruitment models:
Contigency Hiring Retained Search Exclusice Requirements: Recruitment Process Outsourcing(RPO) Outplacement Executive Search

Contingency Hiring: In contingency hiring whenever a company comes across any requirement it gives it to many consultants at the same time and asks all of them to send resumes.Only the consultant whose candidate is offered gets money from the company. Here recruiters don't get any assured and fixed salary. Their revenue depends entirely on whether they can make offers or not.As risk factor is high here, consultants charge more percentage for such type of recruitment. generally company pays in terms of a specific percentage of CTC of the candidate. This is the most prevalent way of recruitment. Retained Search: Here a recruitment consultant works exclusively for a specific requirement and payment is divided into two parts.He is paid a fixed amount by the company for search activity. It is called retainer fee. Other than that if he makes offer he gets more money. For recruitment of senior executives like CEO,Sales head very focused approach is required , so this method is preferred. Exclusive Requirements: Sometimes companies give some requirements exclusively to recruiters. Here recruiter assures the client to close the position within specific date. if he cant close the position by that time he needs to either close the position with lesser commission or bear some other penalty.All the conditions are clearly decided before the contract. Here percentage of commission is less than contingency hiring because there is no competition. Recruitment Process Outsourcing(RPO): RPO model is gaining lot of popularity recently. Here a company outsources whole recruitment process to another consultant. Some people from the consultant side seat in the company itself and manage the whole process by themselves. The sourcers can either sit in the client place or in their own office. Here RPO

partner is responsible for closing all the requirements. They take care of the whole recruitment process right from sourcing,scheduling, interviews, offer to joinings.The benefit for the company is that- they don't have to manage their own recruitment team which reduces costs. But on the other hand risk is high, because if consultants don't understand the company culture and hiring plans properly it can get disastrous also. So companies should be careful while choosing recruitment partners.Because we are talking about high scale and longer duration engagement here. Outplacement: Outplacement came into picture during recession period. Here If a company wants to lay off some people employees to cut costs, they can hire a consultant to place those employees in other companies. The recruitment cost is borne by the current employer.Outplacement is not very popular till now. Executive Search: Executive search teams only focus on senior level ie: CEO, CTO, Sales head and similar kind of requirements. Method of sourcing for such positions are quite different from junior level requirements. Here number of potential candidates are less and they don't prefer to show their resume on the portals. So head-hunting, searching in networking sites and personal networks help a lot. For such requirements commission is much higher. Executive search teams do retained search activity also. Other than the above models recruitment can be divided in other two types.
Permanent recruitment Contract or Temporary staffing

Permanent staffing: Here after recruitment the candidate stays in the company payroll as a permanent employee. Temporary staffing: In case of temporary staffing/ contract staffing the candidate remains in the payroll of the consultant and works with the company for a limited time period. Companies generaly prefer this model if the project is small or uncertain. Again it reduces their long term costs also. So this model is gaining good popularity now a days.