Take your project career to new heights with AIPM membership. Join now to unlock the benefits of Australia’s leading body for project professionals.
Take the quiz
Join thousands of project professionals across Australia who have powered their career prospects with RegPM™ certification.
The demand for project management skills continues to grow across a range of industries, and professionals are building lucrative and rewarding careers.
For nearly 50 years, the AIPM has been driving project management across Australia.
09th Nov 2021
It’s not a nice feeling fronting up to a meeting with an unhappy client. But by building your client management skills and having good processes in place, you can reduce the risk of finding yourself in this situation in the first place.
Client relationship management is the strategic process of managing interactions with clients to foster positive working relationships. It touches all aspects of the relationship between a company and its customers.
The end goal of client management is to maintain excellent customer satisfaction while successfully delivering the project. By meeting (or exceeding) the needs of customers, you’ll:
Client relationship management may take the form of:
Good client management centres on solid communication, one of the critical soft skills required for project professionals. Project managers who build exceptional communication skills will be well placed to succeed in client management, leading to great future career opportunities.
For smaller projects, a project manager will most likely be responsible for managing the client relationship. For larger projects, a dedicated resource might be assigned to the job.
A client project manager is the point of contact between the project team and the client. Their role is to be the buffer, ensuring the client is happy and the project is progressing as planned. They maintain a strong link with both parties and communicate regularly to identify and address issues before they escalate.
The client project manager’s average day might include checking in with the project team to make sure the deliverables are on track, communicating progress with the client, gathering feedback in a survey form and planning a post-project debrief meeting.
Project managers need to build their behavioural skills to master the art of client management. To be a good client manager, you need strong skills in the following areas:
Despite your best-laid plans, there will always be times when issues arise. Here are some tips to get things back on track:
Having excellent client management skills will build your reputation as well as your company’s. For you, that can mean advancement opportunities and for the company, repeat business and new customers. If you’re keen to build your client management skills, take a look at the AIPM endorsed courses available, or check out our mentoring program for members to access guidance and advice from experienced industry leaders.
Take our quick self-evaluation quiz to assess your project experience and help you determine your certification level.
A contract management plan is key to successful contract management. Find out why you need one and how to create one here.
Learn about the contract management process and build your contract management skills with practical tips from a lawyer.
Find out about the range of project delivery methodologies and how you can build robust project delivery skills.