Why Should You C.A.R.E?

An AI-native approach to Client Relationship Management

Imagine a world where client relationship management is no longer constrained by human time and capacity, a daily grind of manual processes, and reduced to guessing what to work on next!

Instead, imagine a world where your admin tasks are automated and you’re provided with insights on how to predictably grow each client and provide them with exponential value every day!

Welcome to C.A.R.E. – Kaizan’s proprietary AI system.

By harnessing the collective intelligence of every client interaction in your business, combined with research agents providing a live view of what’s happening in the clients’ world, C.A.R.E provides a unified approach for augmented Client Relationship Managers to deliver exponential value to clients.

Manual client management is dead!

Traditional relationship management is fundamentally changing in the era of AI. Doing ‘client work’ won’t be responding to simple requests on emails, back and forth meeting scheduling, answering Slack messages, and updating the CRM. Where account development plans are one off exercises at the start of the year. And account health based on gut feelings, sporadic check-ins, and reactive problem-solving.

Today, your AI Assistant and swarm of Agents are taking care of admin and outlining opportunities to make your clients more successful. So you’re focussed on proactive value creation. The future is:

1. Precise understanding of client needs

2. Predictive insights that anticipate challenges

3. Insights and recommendations that scale your creativity and service levels

4. A system that levels-up every client interaction

Enter C.A.R.E. – An AI system for Augmented Client Management

Kaizan’s proprietary C.A.R.E. system is a modern approach to client management, delivery and expansion. It redefines and improves how we manage client relationships in the era of AI.

• Client Knowledge: Beyond surface level details

• Activity With Stakeholders: Precise engagement at scale

• Relationship Intelligence: Quantifying connection quality

• Expansion Strategy: Proactive client development

Within each area are core inputs that can be measured and optimised that lead to increased productivity, client engagement and revenue – the outputs you and your clients care about!

The C.A.R.E. System: Manage the Inputs > Control the Outputs

C.A.R.E

Client Knowledge: A 360 view of their world!

Client understanding is no longer about surface level interactions and reactive management. It’s about creating a real-time 360-degree view of your client’s ecosystem, utilising research agents and assistants to provide input on everything affecting your clients world, and how you can proactively help them.

Key Metrics:

1. Client Goals – Quantitative tracking and understanding of the client’s and stakeholder’s goals, and their satisfaction levels with our understanding.

2. Market Understanding – Comprehensive monitoring of the client’s sector and competitors.

3. Performance Delivery – Systematic sentiment tracking of performance, deliverables and service targets being achieved.

4. Action Item Delivery – Tracking completion rates and the quality of action items. Sentiment analysis of action item execution. Are we behind where we need to be?!

5. Expectation Management – Continuous calibration and management of client expectations. Coaching how to effectively manage expectations so we don’t over-promise and under-deliver.

INSIGHT – Kaizan clients report a 12%+ increase in avg. CSAT/NPS scores when your knowledge of the client’s business and sector is clearly understood.

C.A.R.E.

Activity With Stakeholders: Benchmarks!

Activity tracking transforms from manual logging and stakeholder mapping to automated engagement optimisation and recommendations.

Key Metrics:

1. Response Time – Average response time to client communications. Benchmarked for different clients, stakeholders and markets.

2. Stakeholder Coverage – Mapped stakeholders vs. target coverage. Depth and breadth of organisational relationship so you’re a strategic partner compared to the competition.

3. Decision Maker Interactions – Frequency, recency and quality of interactions with key decision-makers. Fundamental to account happiness and growth.

4. Time Investment – Time spent per client in communication. Are you utilising your time effectively? Are you being pulled in the wrong direction?

5. Communication Frequency – Time since last meaningful communication. What’s the proactive vs. reactive communication ratio?

INSIGHT – Kaizan clients that benchmark highest on decision-maker interactions and communication frequency see a faster adoption of additional products & services.

C.A.R.E.

Relationship, Sentiment & Interaction Quality

Relationship management evolves from subjective rapport building to measurable, coachable actionable insights.

Key Metrics:

1. Sentiment Score – AI-powered sentiment analysis across all interactions. Emotional intelligence in client management and what drives low sentiment with stakeholders

2. Risk Detection – Proactive identification of potential relationship risks. Early warning signals to remove surprises, and personalised recommendations to manage risk/improve relationships.

3. Active Listening – Quantitative assessment of listening quality, depth of questions asked and the responses received.

4. Stakeholder Compatibility – DISC profile analysis; is your team’s behavioural and communication style optimal for that of the client stakeholders?

5. Advocacy Potential – What is the stakeholder’s propensity to recommend you. Are they empowered and armed to sing your praises internally?

INSIGHT – Kaizan clients that empower a champion effectively to communicate the value their business is providing within the client, see a higher sentiment score across all stakeholders.

C.A.R.E.

Expansion Strategy: Proactive Client Growth!

Expansion can be managed. Control the inputs to maximise the outputs. Predictable Client Growth!

Key Metrics:

1. Market Signals – AI research agents working 24/7 highlighting news you need to know about, expansion opportunities and the client’s growth potential.

2. Product & Service Qualification – Systematic mapping of upsell and cross-sell opportunities. Alignment of client needs with your service portfolio and are you asking the right qualifying questions at the optimal time?

3. Organisational Coverage – Is the depth of penetration within client’s organisation good enough to expand the client, or are you relying on a single point of contact? Automated mapping of potential additional stakeholders in new units/markets required to secure expansion.

4. Objection Handling – Qualitative and quantitative tracking of objections heard and how you handled them. Continuous suggestions coaches your teams to handle the objections they might face!

5. Proactive Insights – Generation and proactive sharing of value-added insights. Demonstrating your thought leadership and that you go above and beyond!

INSIGHT – Qualifying questions being asked in conjunction with pro-active insight shared once a month is the greatest indicator of probability the client will expand revenue with you the next qtr!

The C.A.R.E. Transformation

Kaizan’s C.A.R.E. system is grounded in research and proven to increase the productivity of teams, engagement levels with stakeholders, and average revenue per client. It’s a paradigm shift in client relationship management. By integrating AI Assistants and Agents in your CS team, you can transform client management from a manual reactive function, to a proactive, value-generating revenue engine.

Embrace AI and the C.A.R.E System in your client relationship management and watch your business grow.