Course Code: CX-11
Goal: Build trust and loyalty with real-time client access to project and service data via customer portals, improving communication and transparency.

Session Overview

Duration: 1 Hour
Format: Instructor-led (via Microsoft Teams or in-person)
Level: Advanced (Ideal for account managers, client relations specialists, and project managers)

Resources Provided:

• Customer Portal Setup Guide
  
• Sharing Reports & KPIs Best Practices
  
• Client Relationship Management Template
  
• Portal Customization Tips and Tricks

Learning Objectives

By the end of this session, participants will be able to:

• Enable customer portals for real-time access to project or service data.
  
• Share key reports, KPIs, and updates directly with clients through the portal.
  
• Implement best practices for building lasting client relationships through transparent communication.

Session Agenda

CX11.1 Enabling Customer Portals for Project or Service Viewing

• What is a Customer Portal?
  
• Introduction to customer portals and their role in improving client relationships.
  
• Overview of portal features, including live project or service tracking, report viewing, and real-time communication.
  
  
• Setting Up Portals:
  
• How to enable and configure customer portals for specific projects or services.
  
• Customizing portal access based on client needs and preferences (e.g., providing access to real-time system status, fault logs, or progress reports).

CX11.2 Sharing Reports, KPIs, and Updates Live

• Real-Time Sharing of Information:
  
• How to share real-time reports and KPIs directly through the customer portal.
  
• Benefits of live updates for enhancing transparency and reducing client concerns.
  
  
• Automated Reporting:
  
• How to automate the generation and sharing of key project reports and performance metrics through the portal.
• Ensuring that clients have access to critical data on demand without needing direct communication.

CX11.3 Best Practices for Building Lasting Client Relationships

• Effective Communication:
  
• How to use the customer portal to keep clients informed and engaged throughout the project or service lifecycle.
  
• Using the portal for proactive communication, such as notifying clients of updates, milestones, or potential issues.
  
  
• Client Feedback and Engagement:
  
• How to gather and act on client feedback through the portal, enhancing customer satisfaction.
• Creating a seamless communication channel for clients to raise issues or requests directly through the portal.

Hands-On Preview (Optional if time allows)

• Set up a sample customer portal and customize access for a test client.
  
• Share a report or KPI through the portal and review the client’s ability to access it in real-time.
  
• Simulate client communication through the portal, responding to queries or feedback.

Post-Session Action Items

• Enable and customize customer portals for active projects or services.
  
• Automate the sharing of key reports and KPIs to keep clients informed regularly.
  
• Review your current client communication strategies and incorporate the customer portal for enhanced transparency and engagement.

Note: When scheduling, make sure to include this session code: CX-11

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