The Mindsets

Client Centricity

Client Centricity

For us: Clients are central to everything we do. "Of course they are" is the obvious response. "Ah – but whose client?" we reply. That's the key. Yes, we go to almost any lengths to find out everything we can about your business. Your requirements. Your industry. But most importantly of all, we then look at your customers and do it all over again. Only then can the ideas we develop relate to the context of both the world you work in and the companies you deal with – and produce outstanding results. That's why we don't just learn to think like our clients. We learn to think like our clients' clients too.

For you: "Am I doing the right things for my customers?" "What makes my client lose sleep at night?" "How can my client do things better?" Client centricity is a basic element in the sales repertoire, but how many salespeople can truly say they strive to understand the customer's industry and their strategy to win in that industry? This is where engaging with the analyst community becomes a prerequisite, especially for large deals, leveraging their in-depth knowledge of specific sectors to the advantage of the customer. This is where you truly start to look for the right solutions for your clients, rather than the other way around.

For example: As a consequence of a surprise announcement from Sainsbury's (one of the UK's major retailers), to review what was a long standing contract with PRGX (a specialist audit provider), Consalia was engaged by PRGX to interview 15 different decision influencers at Sainsbury's. The interviewees were asked how they wanted to be sold to. All quite normal so far - until we add that the findings were also shared with our client's competitors!

Some might call it an altruistic measure at best. Most would probably say naïve. Yet this transparent, client centric initiative helped to rebuild understanding and trust between the two companies, as a result of which PRGX retained their client relationship that still exists to this day 5 years later.