The Importance of Client Focus for Resonata Consulting.

We were recently speaking with a potential client, discussing our client focused values and how our client focus strategy came about and we were thinking it would be a valuable experience to share it with you.

Prior to starting up Resonata Consulting, both directors worked at high profile publishers such as United Business Media, Reed Elsevier and the Financial Times Group. These are well established companies with great reputations in their respective fields and with a sizeable support team in place to meet customer demands. However, over time we have witnessed a shift from client focus to product focus embodied by the principle of meeting “customer demands” rather than “customer needs”.

For example, a longstanding client from one of the companies comes to mind. As the company offered a relatively unique service, the client remained loyal for many years until at one point he lost patience with the ongoing internal changes and his failure in finding the right answers to his queries. He got caught in the corporate cycle, where he was represented by several Account Managers in a very short period of time; none of them seemed particularly determined to focus on his client needs.

Speaking with him at length, I learned more about his organization, how and when the product was used and what he really wanted to achieve with the product promising to deliver on his needs. Having said that, I then had to go on a personal quest to find the answers and I had to make my case with several departments across different offices, using different systems before being able to come back to the client and offer any assistance.

As the example highlights, sometimes even a respected company with a superior product simply gets lost in a maze of departments and processes, and the external services – the real service to the client suffers as a consequence.

Resonata Consulting was set up with the principle of being client focused because our experience within large corporates molded us to stand out from the rest, and build Resonata Consulting around the experiences our clients want to have. We adjust to the needs of our clients rather than assume our products will do the work for us. Being a nimble organization with no layers to speak of is a great starting point. At the same time we can turn to external knowledge and expertise which helps our company remain at the forefront of data acquisition consultancy (or list brokering).

Clear communication should be a key value in any professional environment, and understanding client needs will help your organization during these stringent times. Dedicated processes remain essential to guarantee continuity; for example, Resonata Consulting will not commence a project until a briefing document has been completed, discussed and agreed upon. The more questions we ask the better the brief will be, and this will enable us to be even more client focused and give us the tools to deliver above an beyond expectations.

There are many established organizations out there that talk the talk, but do they walk the walk? Resonata Consulting delivers unbiased, timely and quality delivery of hard to find data/lists but we first and foremost dedicate our efforts to understanding the client needs.

Please feel free to get in touch with either Matthew Baker matthew.baker@resonata.co.uk or Ivo Vermeulen – ivo.vermeulen@resonata.co.uk should you have any comments or you would like to speak to us concerning acquiring data on your behalf.