Supplemental Material

Client Touchpoint Exercise

Goal: To determine the current and future responsibilities for key client interactions.

The In-Office Meeting Who When Comments
Greet when they arrive                     
Take order for drinks                     
Take coats                     
                           
                           
                           
                           
Outside-the-Office Meeting
Scheduling a meeting                     
Information requests—need information from client                     
Holding client accountable for their tasks                     
Updating client on tasks completed for them                     
                           
                           
Consistent Communication
Market commentaries                     
Company newsletters                     
Holiday cards                     
                           
                           
                           
Social Meetings
Scheduling a social event                     
Attending the social event                     
                           
                           
                           
                           

Client Touchpoint Exercise

To determine the current and future responsibilities for key client interactions.

The In-Office Meeting Who When Comments
                           
                           
                           
              ...

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