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Client Management Guide for Digital Agencies

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Growth is a good thing, but as your agency grows, the need for effective client management tools grows too. Having access to a system that allows you to quickly collaborate with clients makes projects much easier to manage and gives clients a sense of inclusion in the overall process.  

In this guide, we’ll comb through some of the most popular client management software tools and how they can improve customer loyalty, streamline productivity, and strengthen internal communications.  

Best Examples of Digital Agency Client Management  

Every business has a client management system of some kind. Even back-and-forth emailing is a very basic form of client management. But there are much better ways to communicate with clients, many of which can benefit your agency employees and the clients too. 

Client management software is designed to act as a collaborative system which facilitates a variety of useful tools and services, such as:  

  • File dropping and sharing 
  • Communication between multiple parties  
  • Task tracking  
  • Integration with other tools (such as invoicing or time-tracking applications) 

Through a client management system, your agency can bring clients along to work on their projects, allowing for more input, clearer communication, and often more efficiently executed projects.  

So what are all the different forms of client management?  

Let’s look at some examples.  

#1. CRM Software  

CRM stands for Customer Relationship Software. It refers to a process, strategy, or technology program that facilitates communication and interaction between an agency and its respective clients.  

There are many CRM software programs available today that help businesses tackle client management with more speed and productivity. Some of the most popular ones include HubSpot, Capsule, and Pipedrive. Each of these platforms places a major focus on efficient collaboration and client satisfaction.  

Benefits of Using CRM Software  

Because CRM software is specifically designed for optimising collaboration and communication between agencies and clients, they tend to be more effective than other client management options. They are also typically more integrative, making them good options for large teams. Other benefits include: 

  • Improved client segmentation 
  • Detailed analytics  
  • Streamlined internal communications  

CRM software creates a centralised environment for both clients and agency employees to interconnect and clearly communicate their way through each project process from start to finish.  

#2. Project Management Software  

Project management software may not be focused on the client’s participation in a project, but it does help agencies take a more organised and systematic approach to bringing a client’s vision to life – and that certainly helps promote healthy client management.  

This kind of software shares many of the same qualities and tools as CRM software, but with a stronger focus on employee productivity., Asana, and Kissflow are a few popular examples. 

Benefits of Using Project Management Software 

Businesses don’t just become efficient independently – they require systemic support. The technology we have today enables us to communicate and collaborate in revolutionary ways and project management software helps facilitate that. Some practical benefits include: 

  • Drastically improved team collaboration 
  • More balanced resource management  
  • Faster execution of tasks  
  • Improved client satisfaction 

Project management software is much like CRM software, except its main goal is to streamline internal collaboration rather than give clients insight into the productivity process. But this, in turn, does create a more conducive environment for project optimisation that leaves clients feeling happy and prioritised.  

#3. Online Collaboration Tools  

An online collaboration tool is like a simplified version of a project management tool. You can’t have productivity or collaboration without communication, which is why these tools focus on facilitating easy, accessible digital communication between employees.  

Some of the most popular examples of online collaboration tools include Slack, FlowDock, and WebEx. With these tools, back-and-forth communication reaches its peak of performance.  

Benefits of using Online Collaboration Tools  

Clear communication is a must-have for all professional teams. Not only does it mean that clients receive more attention and therefore may report higher satisfaction rates, but it also means that agency teams can experience the highest level of collaboration and teamwork that is reasonably possible.  

  • Save time through better communication 
  • Clearer, more exact project execution 
  • Higher team morale  

These tools can include video conferencing, chat messaging, and a variety of other secure channels. When everyone is on the same page, there’s a much lower risk of confusion or miscommunication. Online collaboration tools make it easy to navigate the ups and downs of a client’s project.  

#4. Customer Service Software  

As its name suggests, customer service software makes the customer’s experience its priority. This client management tool includes any kind of program designed to help agencies assist, advise, or support the people that hire their services.  

Some customer service software tools that are popular amongst digital agencies include Zendesk, SalesForce, and Freshdesk. All of these tools focus on providing agencies like yours with simple, straightforward tools for soothing client’s anxieties and giving them the support they need.  

Benefits of Using Customer Service Software  

The benefits of using customer service software all revolve around the happiness and satisfaction of the client. Every client deserves to feel like a priority and using this software can help achieve that.  

  • Increased sales and conversions  
  • Higher customer retention  
  • Provides 24/7 support for clients  

Some of the tools that customer service software may feature include mobile messaging, phone support, video chat, email support, or even live chats – all of which can be managed from one centralised system. This benefits both the agency and its customers.  

Deliver the Best Client Management Experience  

Client management can take a number of different forms. From easy-access online tools to established CRM software programs, there’s a client management tool for every kind of digital marketing agency.  

But the type of client management tool your agency uses doesn’t matter as much as having one in the first place. Digital marketing agencies often work with a constant rotary of clients, all of whom have their own unique needs and expectations.  

Using a CRM, project management, or customer service software program enables busy agencies to meet their client’s needs in a methodical and efficient way. In turn, this can drive conversions, increase revenue, promote customer loyalty, and improve internal collaboration. 

  • 👩‍💼 Understand your clients’ goals and expectations before taking on their project.
  • 🤝 Establish clear communication channels with your clients to foster trust and transparency.
  • 🔍 Regularly evaluate your clients’ needs to identify opportunities for upselling and cross-selling.
  • 💡 Educate your clients on the value of your services and the benefits they can expect from working with you.
  • 👨‍💼 Assign a dedicated account manager to each client to ensure personalised attention and efficient service delivery.
  • 🚫 Set clear boundaries with clients regarding scope creep and project changes to avoid misunderstandings and delays.
  • 💬 Encourage feedback from your clients to continuously improve your services and enhance their satisfaction.
  • 💰 Adopt transparent pricing and billing practices to build trust and avoid disputes.
  • 📈 Track and report on project progress and performance to keep your clients informed and engaged.
  • 👥 Foster strong relationships with your clients to create long-term partnerships and maximise their lifetime value.