Practical Assignment

Write a one-page document outlining how you would set and manage expectations with a
new client. Include a section on how to handle any potential discrepancies between client
expectations and deliverables.
Marketing Client
Client Expectations Management Plan: In marketing, managing client
expectations is key to success. It is important that both the client and our team are
on the same page regarding objectives, deliverables, and performance.
 Initial Client Meeting and Onboarding: Understanding the client’s goals and
targeted audience is important in creating a campaign that delivers results.
During the onboarding process, our main focus points are Clarifying Goals,
Defining Scope, Discussing Communication Channels, Setting Timelines, and
Agreeing on Reporting.
- Clarifying Goals: Focusing on generating leads or increasing sales by a
targeted percentage.
- Defining Scope: Ask the client which social media ads he/she wants to run,
Such as Google, Meta, Snapchat, etc.
- Discussing Communication Channels: Asking the client which communication
method they want such as WhatsApp, Email, Google Meet, etc.
- Setting Timelines: Present a realistic timeline that reflects each phase,
including key milestones like the launch date and performance reviews.

 Documentation and Contracts: After the initial meeting, all agreed-upon

details will be formalized in a contract and project plan by Project Scope and
Roles and Responsibilities
- Project Scope: Will be documenting all the strategies and KPIs to avoid any
future confusion.
- Roles and Responsibilities: Making sure what task has been given to the team
getting it done within the given timeframe and making sure that the client is
providing every detail timely.

 Communication and Progress Monitoring: Regular communication is key to

maintaining alignment with the client. This should be done through Bi-weekly
Updates, Regular Check-ins, and Adjusting the Expectations.
- Bi-weekly Updates: Send a report highlighting the campaign’s results and
insights. If KPIs are not up to expectations we will suggest adjustments and
explain further steps.
- Regular Check-ins: Scheduling meetings will allow us to discuss the
performance and ensure that we’re meeting the client’s expectations.
- Expectation Adjustments: If we observe that there is a change in the market or
trends that require a shift in strategy, we will discuss these with the client and
recalibrate expectations.
 Final Review and Feedback: At the end of the project or significant
milestones, we will conduct a formal review with the client which will include
Present Deliverables, Client Feedback, and post-project evaluation.
- Present Deliverables: At the end of the campaign we will present a summary of
results.
- Client Feedback: We always seek feedback on performance and overall process
to ensure client satisfaction.
- Post-Project Evaluation: We will evaluate and refine our approach for future
projects and ensure continuous improvement.

Website Client
Client Expectations Management Plan: In website development, managing
client expectations involves clear communication about design, functionality, user
experience, and timelines. No matter what services we’re providing, we need to
align scope, deliverables, and technical limitations. This way we will set and
manage expectations with website clients.
 Initial Client Meeting and Onboarding: For website development, we
have to understand the client’s vision for the site design, functionality, and
purpose is important. During onboarding our main focus will be Clarifying
Goals, Define Scope, Discussing Communication Channels, Set Timelines, and
Testing and Review.
- Clarifying Goals: We will discuss what the client wants on the website and
what do they want to achieve from their website.
- Define Scope: Ask the client what they want such as design templates,
development for specific pages, integrations, and SEO optimization. This will
make things easy for both the client and waves. For example, if the client
wants us to build a website from scratch, we will ask for the number of pages,
features for the website, and if the client wants content creation.
- Discussing Communication Channels: Discussing on frequent updates and
preferred methods of communication for feedback during the design and
development so that the client and team is on the same page.
- Setting Timelines: A website project has different phases. We will provide a
timeline to the client to maintain transparency. It's important to set realistic
expectations for each phase.

 Documentation and Contract: After the initial meeting, everything that

was discussed in detail will be formalized in a contract and project plan by
Project Scope and Roles and Responsibilities.
-Project Scope: This will help us outline the full structure of the website,
functionality, integrations, and designs.
-Roles and Responsibilities: Making sure what task is given to the team and
there’s no delay in the project. On other hand making sure all the details are
provided by the client.
  Communication and Progress Monitoring: Communication is key
throughout the project. We will be providing regular updates to the client,
through Bi-Weekly Updates, Regular Check-ins, and Revising Expectations
-Bi-weekly Updates: We will be updating the client showing what has been
done through screenshots or links. This will help the client to track the
progress in real-time.
-Regular Check-ins: We will be scheduling a meeting to discuss feedback and
ensure that all the things are according to the client’s expectations.
-Revising Expectations: If there are any challenges or unforeseen
circumstances, we will immediately update the client adjusting timelines and
keeping the client in loop throughout.

 Final Review and Feedback: Once the website is completed, we will show
the final product to the client for review. This includes Present Deliverables,
Client Feedback, and Post-Project Evaluation.
- Present Deliverables: Once the website is ready we will present the final
product to the client making sure everything is according to their
requirements.
-Client Feedback: After showing the final product we will seek the client’s
input to ensure satisfaction and understand the areas where we need to work
on.
-Post-Project Evaluation: After the website is live, we will review and ensure
all features are functioning.

Despite our best efforts, discrepancies between client expectations and deliverables may
arise. Our process for handling this should be as follows:
 Immediate Acknowledgement: As soon as a potential issue is identified, we will
acknowledge it and open a transparent dialogue with the client to understand
their perspective.
 Identify the Cause: We will determine if the discrepancy is due to a
misunderstanding, a change in client needs, or a limitation in what can be
delivered within the agreed-upon scope and timeframe.
 Resolution Plan: If within scope we will take actions to bring the deliverable in
line with the client’s expectations at no additional cost. If out of scope we will
outline what additional work or resources are needed and present the client with
options, including any necessary timeline or budget adjustments.
 Regular Updates during Resolution: The client will receive frequent updates until
the issue is resolved to their satisfaction.

Add notes of 3 meetings you took.

 Meeting Notes(EQRAZ):

- Need 100/200 applications. There are 450,000 households out of which our
target should be 100/200 applications but qualified. Key point figure out how to
reach them.
- We can now target everywhere except Saskatchewan.
- EQRAZ wants to know what Waves did back in 2023 so EQRAZ can decide
further.
- EQRAZ wants us to target one competitor i.e Manzil. Track them what Manzil is
doing and show that EQRAZ is better than Manzil. Figure out what sort of
creatives Manzil is doing.
- EQRAZ requested Waves to share content document Waves made. Document to
be shared with Zuhair Bhai and Muqeet on email.
- EQRAZ wants Waves to make the creatives and launch them ASAP. Wants to go
to the same agreement signed that includes creatives. Contract is to be
reviewed by tomorrow and presented to EQRAZ.
- The email hasn't been sent out yet, follow up with Vikram and get it done.
- EQRAZ is expected to spend CAD 8000/10,000 on ad spent in the next 6 months
if everything goes according to plan.

 Meeting Notes for Qterra:

- Put the stock image on the main page the same guy. Tho Aarij suggested that
we use something that will represent Qterra. Use a guy that is in office or some
person that will represent Qterra
- The current font image on the website is too tall. Should update the font with
something simple but unique, something that stands out. Example: Apple, IBM
- Wants to monitor the Property Management campaign right now and will update
on it after 2 weeks.
- There's a list of 200 Landlord contacts that are from another company. Will
provide us for meta market place.
- Remind Eddy at 4 pm so he can share the details that are required

 Meeting Notes for Oscar Stone:

- Action Items from Waves: Waves will send a detailed report outlining the
location targeting and interests we have been focusing on. This will include
performance metrics and budget details to provide your team with a
comprehensive overview.
- Platform Focus Shift: Meta (Facebook/Instagram): Going forward, Meta will
concentrate more on e-commerce purchases. For the next 30 days, our focus
will be solely on generating purchases. While leads may still come in, the budget
for lead generation will be reduced to 20% of the current spend.
- Google: Google will now be primarily used for awareness campaigns. All
awareness campaigns on Meta will be closed immediately once Team Oscar
clears the payment.
- Budget Allocation: The budget is ideally set at $2,500, with the possibility of
increasing up to $5,000 based on performance.
- Google Campaigns: The focus has shifted from a store-by-store approach to a
brand-by-brand strategy. The main two brands are PayMeNow and OS NYC Main.
- Budget Distribution: The Google budget will be divided equally between
PayMeNow and OS NYC Main, allocating $2,500 to each.
- Concerns Raised by Team Oscar: You expressed concerns about the "Gift Card
per 3 Miles" promotion for the Tremont store. You will follow up via email to
have this promotion removed
- Google Maps Appearance: You mentioned that your business is currently
appearing only on Google Maps through Google My Business (GMB). Affan
suggested setting up business profiles on other platforms to gain additional
traction.
- If we've missed any points or if you have additional concerns, please let us
know.

Write an observation on 3 meetings. Update meeting, On-boarding meeting, and Upsell

meeting.
 Update Meeting: At the beginning of a meeting, the Client Manager should avoid
diving directly into updates. Instead, start by engaging with the client on a
personal level by asking how they’re doing. Once a connection is established,
outline the agenda for the meeting and then proceed with the updates. The
nature of the updates will vary depending on the type of client. For website
clients, the CM should come prepared with notes detailing recent updates
made to the site, ensuring that changes align with the client’s requirements. It’s
crucial to confirm if the client is satisfied with the updates or if further
modifications are needed and document any additional feedback. For
marketing clients, provide a comprehensive overview of the performance of
their campaigns and ads, and explain how optimizations are being made in line
with current trends. Be sure to discuss lead quality, lead volume, and conversion
rates, while addressing any specific concerns or feedback.
 On-boarding Meeting: The purpose of this meeting is to formally introduce the
team that will be collaborating closely with the client. The primary focus is to
gain a deeper understanding of the client’s business and their goals. During a
recent onboarding meeting with LVRG, several key points were discussed,
including setting clear expectations and understanding the brand's identity, its
unique selling points, and its specialty within the market. Topics covered in the
meeting included: - --- Market expansion goals and target audience
demographics.
 - Client’s marketing objectives and past successful strategies.
- Geographic locations to focus on for campaigns.
- Budget allocation for ads and campaign spend.
- Content preferences that effectively represent the brand in the targeted
regions.

Additionally, guidance was provided on setting up the Google Drive folder for
shared resources, and necessary access to the client’s website or ad accounts
was requested, depending on the services provided.
 Upsell Meeting: I attended a meeting with RSVR where we successfully upsold
the CRM solution. Upselling often occurs when you actively listen to the client’s
challenges and demonstrate a sense of ownership in addressing their needs. In
RSVR’s case, they were struggling to manage and follow up with leads
efficiently, which was causing frustration due to the manual nature of the
process. By thoroughly understanding their concerns, we were able to propose
the CRM as a comprehensive solution to automate lead management and
streamline their workflow. The client found this solution to be exactly what they
needed. Additionally, RSVR expressed interest in exploring our email marketing
services and website optimization, which we will be discussing in upcoming
meetings.

Draft a transparency and accountability plan for your role as a CSM. Outline how you will
communicate openly with clients and internal teams about challenges, successes, and areas
for improvement.

Communication:
 Establish regular communication between clients and internal teams to
provide project updates, challenges, and discuss areas of improvement.
 Weekly updates with clients, highlighting the progress, performance, and
rectifying concerns that are being faced by clients. For internal teams, ensure
updates are aligned with the project’s goals and timelines.
 Use Microsoft Teams to document all communications, meeting notes, and
decision made. This ensures that everyone has access to the same
information and expectations are clear.
  The client’s chat should be responded ASAP so that they know their concerns
are being addressed properly.
Handling Challenges:
 Communicating issues as soon as they are identified, both with client and the
team. Collaborate to find solutions that align with client expectations and
goals.
 If a challenge arises that will affect the timeline, communicate this openly
with the client. Provide a clear action plan on how the issue will be resolved
and how we will prevent it from happening again.
 Actively listen to client feedback and make necessary adjustments.
Communicate with the team to ensure client suggestions are being catered
to.
Success Reporting:
 Define key performance indicators (KPIs) and measures of success at the
beginning of each project. Keep track of progress and achievements.
 Share positive outcomes and achievements with clients and the teams.
Acknowledge the contributions of both teams and highlight areas where the
project has met or exceeded expectations.
Addressing Areas for Improvement:
 Regularly evaluate your performance as a CM, including communication
effectiveness, client satisfaction, and overall project success. Identify areas
for growth and take proactive steps to enhance these skills.
 Set up a feedback loop with clients and internal teams to discuss what is
working well and what can be improved. Use this feedback to refine
processes and enhance the client experience.