Client Relationship Management Flashcards

Which item belongs in a post-event recap report for an experiential client?

Answer: KPI results against objectives, attendee insights, lessons learned, and recommendations

A strong recap ties results back to the objectives agreed at kickoff and suggests next steps.

A client wants a guaranteed number of attendee impressions that the agency cannot control. What is the best response?

Answer: Explain the variables involved, and commit to realistic estimates and the actions the agency controls

Under-promising and committing only to what you control protects credibility.

What does a 'single point of contact' on the agency side mainly do for the client?

Answer: Gives clear, consistent communication and accountability

One main contact cuts down on confusion and gives the client a clear owner to go to.

Which approach best builds a strategic, long-term partnership instead of a transactional vendor relationship?

Answer: Regular business reviews that bring new ideas tied to the client's brand goals

Proactive strategic reviews show an understanding of the client's business beyond single events.

A client sends an angry email late at night about a design change. What is the best way to respond?

Answer: Acknowledge the email quickly, then follow up with a considered answer or a call

A quick acknowledgment followed by a calm, considered answer shows respect and avoids making things worse.

Why should an agency document client approvals of creative assets in writing?

Answer: It creates a clear record that prevents disputes over what was approved

Written approvals give a record that protects both sides if questions come up later.

What is the main benefit of mapping a client's internal stakeholders early in an engagement?

Answer: To understand who influences decisions, what each person cares about, and what approvals are needed

Stakeholder mapping shows decision paths and priorities so the agency can communicate the right way with each person.