A tiered approach to implementing active client management
Implementing smart advice - prevalidation, guided advice and active management - can be overwhelming with a large portfolio. In this longread, we explained step by step how to approach this process. So what exactly does the process look like when we visualize it?
Start small
We already mentioned that when correcting data, you start small. Not only do you ask your customers for a small effort when submitting current data, you also start with a small group of people. The same goes for making advisory calls and implementing your active management rules. You divide your customer base into groups. Group by group, you get them to correct their data, give advice where data is needed and start managing the current situation.
Optimize by group
This gives you the opportunity to continually optimize your set of rules, your communication and the way you work. You don't get overwhelmed with work and you can follow up with your customers and keep your promises. With each group, you become more effective. Over time, the process looks like this:
- Data consolidation you do for your entire database
- Data enrichment you also do for your entire database
- Data correction you approach in small portions. Each subsequent portion you start when you have implemented the lessons from the previous round.
Entering active management is followed by another round of advice calls. You're also going to find that not all data has yet been updated in the “data correction” round. Not everyone can easily be nudged to update all the data. But that is precisely the power of active management: by giving signals, you not only fulfill your duty of care, but you also stay in contact with your client and let them know that you need the right information to be able to advise properly.
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