Yash was a client relationship manager responsible for handling new leads and customer engagement. He was a favorite because of his excellent communication skills and ability to build trust with his clients.

Thanks to Yash and his dedication, his organization was able to maintain client relationships for a lot longer than they anticipated.

Successful client relationship management helps organizations build lasting customer connections. Not only does this help managers establish their credibility but also make a name in the industry. If you’re a client relationship manager, you must refine some skills particular to your role. From effective communication to empathy, you can work on particular areas to improve your client relationship management skills.

  1. What Is Client Relationship Management?

  2. What Are Client Relationship Management Skills?

What Is Client Relationship Management?

The meaning of client relationship management is simple: it’s how organizations and people interact with their customers to build long-lasting and profitable relationships. This can include personally contacting customers and clients to build rapport or establishing a social media platform to engage with them.

Client relationship management is built on effective communication. If you can interact with clients in a way that’s compelling and persuasive, you can pique their interest in your organization, its products and services.

Here are some features of managers who have had success with building client relationships:

  • Client relationship managers invest their time in building and maintaining affiliations with customers

  • They are good at communicating clearly and compellingly to ensure they understand client needs

  • They listen well, which helps identify the client problems they can solve with their services and products

  • They’re part of an organization’s sales team to generate leads and build a network of meaningful connections

Client relationships are critical to a business’s success as it helps them carve a niche in the market. Your customers are what make you stand out from the competition. For instance, there’s a clear distinction between customers who are loyal to Pepsi and those who prefer Coca-Cola. A loyal customer base is a powerhouse for a business to sustain in a competitive market.

What Are Client Relationship Management Skills?

To be a good client relationship manager, you have to be well-versed with client needs. You need to pay attention to what clients want. This means asking the right questions and, most of all, listening.

Here are some client relationship manager skills that you can develop to be better at what you do:

  1. Listen And Listen Well

The most important thing in any relationship, especially client relationships, is to listen well. Active listening is an art where you not only patiently listen to what someone has to say but also make a conscious effort to understand them. This will encourage clients to trust you and open up to you about what they need and how you can help them.

  1. Ask Relevant Questions

While you’re listening to your clients, you have to wait your turn to speak and ask questions. Asking the right questions will lead you to the answer, that is what you can do for your clients. Your questions can help bridge the gap between you and the customer.

  1. Be Empathetic And Kind

As you’re trying to understand someone, it’s critical that you be empathetic. Empathy is the ability to understand what someone’s feeling or going through from their perspective. An empathetic client relationship manager has the strength to really gauge what their customer wants. You have to be kind and patient with your customers in any situation that can be solved, within reason.

  1. Be Persuasive

The purpose of building a relationship with your client is to persuade them to enter into an agreement—whether to buy your product or employ your services. If you can speak persuasively and they trust you as a result, you’ll be successful in your goal.

  1. Maintain A Dialogue

To build trust with your clients, you have to maintain a dialogue where there’s an exchange of ideas. You can’t be the only one talking, or even listening. You have to give them a chance to contribute equally. A dialogue can result in healthy relationships that last a long time. Each party can communicate their expectations with equal confidence.

Client relationship manager skills can be developed over time with experience and practice. At the heart of it, however, is the ability to build and establish trust.

Harappa’s Establishing Trust course will teach you how to enrich your relationships. You’ll learn how to be empathetic and honor your commitments. Prioritize your clients and establish reliability for a mutually beneficial relationship. Frameworks such as the Trust Equation and Trust Toolkit are designed to help you assess someone’s trustworthiness. The Dominant Factor will help you see what factors of trust your clients rely on. With a complete set of skills, you can form meaningful, impactful and lasting relationships with clients and customers.


Explore topics such as Corporate Social ResponsibilityStakeholder ManagementStakeholder Analysis & Types of Stakeholders from Harappa Diaries and learn to navigate professional relationships better.

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