The importance of client relationships

Before my time at Fenwick Software, I worked at companies that espoused a traditional model of service. My role was mainly focused on delivering NAV to our customers, but building and maintaining the customer relationships was managed by others.

When I joined Fenwick Software, I quickly realised that its model was more effective. As a Dynamics NAV consultant, not only was I expected to ensure that the project was running as smoothly as possible, but also I was responsible for looking after all the aspects of the relationship with my client.

A Fenwick consultant who is in charge of a client takes ownership of the client relationship, which includes both commercial and social awareness of that client.

Today, with more than 100 active customers at Fenwick Software and an ever increasing customer base, it’s clear that the consultant who is in charge of a client must take ownership of the client relationship, which includes both commercial and social awareness of that client. That’s why we recently implemented a program to give more responsibility to our consultants, with the introduction of Account Managers across our client portfolio. These Account Managers are consultants who know the client’s business as well as being Dynamics NAV experts. They are the client’s first point of contact for all matters. This approach reinforces our existing client relationships; it also means that the relationship between a client and their consultant (Account Manager)  will be personal, because the consultant is the one who knows their company and what works best for them.

Our Account Managers will keep in touch with you—they will assist you, being your first point of contact, and will always be in the loop on any project that you undertake with us, in order to follow up and review the work in progress. They will ensure that any work that is performed for you complies to our quality standards. They will review your invoices and will be your contact if there are any questions.

Our consultants undertake extensive training to serve you better and will be ready to respond to your requests and provide a personalised service to your company. If we help you to succeed, then we succeed.

We are currently contacting our clients to provide information about their Account Managers.

Written By Thibault Gindre

After more than seven years of Dynamics NAV technical experience in both France and Australia, Thibault joined Fenwick Software in July 2014. Prior to joining Fenwick Software Thibault was involved in developing and implementing NAV for clients as diversified as car importers or wealth management entities. Thibault has been involved in a number of implementations at Fenwick including a large implementation of the NAV waste management add-on, enwis).


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