SD-15.13 — Client Relationship Management & Servicing

Business Domain: BD-15 Distribution, Product & Client Management (Commercial) · Applies: BOTH

Purpose

Manages the ongoing relationship with the firm’s clients and investors — keeping them served, satisfied and retained. SD-15.13 owns the client relationship after onboarding: it is the relationship-management function, it handles client and investor queries and requests, it manages the client experience, and it works client retention. It exists because winning a client is not keeping one — the ongoing relationship is where assets are retained or lost. It is not the onboarding (SD-15.11) and it is not the commercial reporting to the client — that is SD-15.14, though the two work closely.

Service Operations

• Manage the client relationship — own and manage the ongoing relationship with each client and investor — the relationship plan and the contact cadence.
• Handle client queries and requests — receive and resolve client and investor queries, requests and instructions.
• Manage the client experience — manage the quality of the client experience across every touchpoint.
• Work client retention — monitor client satisfaction and at-risk relationships, and work retention.
• Manage upsell and cross-sell — identify and work the opportunities to deepen an existing client relationship.

Inputs and outputs

• Inputs: the onboarded client from SD-15.11; client queries and feedback; the client and investor reporting from SD-15.14; relationship and satisfaction data.
• Outputs: the managed client relationship and the retention and cross-sell signals — consumed by SD-15.7 (the cross-sell opportunities) and the firm’s governance.

Entities

• Consumes: E-01 Legal Entity (the client / investor), E-03 Portfolio / Mandate; the SD-15.11 onboarded client; the SD-15.14 client and investor reporting.
• Owns: the client-relationship record — a process artefact; part of the Client / Investor entity.

Standards

• No single external standard governs relationship management; the UK Consumer Duty consumer-support outcome bears on client servicing.

Open extensions

• The Client / Investor entity.
• The relationship-management and retention sub-model.
• The Service-Operation-level input/output contracts.