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Corporate Solutions Asia Pacific

Client First – Account Management Guide

Version 2.0 February 2013


Client First – Account Management User Guide

Contents Introduction

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Section 1 – Account Process and Roles 1.1 How is an Account Set Up in Client First

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1.2 How CRMs and Account Team are Using Client First

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Section 2 – Viewing Account Information 2.1 How to Locate an Account

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2.1.1 Log In to Client First

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2.1.2 Locate the Company

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2.2 Account Information

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Section 3 – Editing Account Information 3.1 Generic Company Information

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3.2 Account Team

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3.2.1 View and Edit Existing Account Team

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3.2.2 Adding New Account Team Member

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3.2.3 Deactivate Account Team Member

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3.3 Contacts & Marketing Subscription

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3.3.1 Options Available for Creating/Editing Client Contacts

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3.3.2 Viewing and Editing Client Contacts

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3.3.3 New Client Contact Creation

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3.3.4 Add Primary JLL Contact/JLL Contacts

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3.3.5 Change of Primary JLL Contact

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3.3.6 Removal of Primary JLL Contact/JLL Contact

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3.3.7 Subscribe to/Unsubscribe from Marketing Lists

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3.3.8 Block Client Contact from All Marketing Materials

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3.3.9 Client Contacts in Transition (Move to/from AP CS Transition Placeholder)

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3.4 Portfolio Statistics

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3.4.1 View and Edit Existing Portfolio Statistic Record

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3.4.2 Create Portfolio Statistic Record

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3.4.3 Delete Portfolio Statistic Record

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3.5 Client Satisfaction

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3.5.1 View and Edit Existing Client Satisfaction Survey Record

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3.5.2 Create Client Satisfaction Survey Record

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3.5.3 Delete Client Satisfaction Survey Record

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3.6 Contract Renewal

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3.6.1 Locate the Renewal/Updating the Renewal

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3.6.2 Closing the Renewal (Win/Loss)

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Section 4 – Reports 4.1 AP CS Account Contracts and Opportunities

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4.2 My Contacts Subscription Report

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4.3 My Contacts Campaign History Report

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Section 5 – Account Plan 5.1 Account Review Process

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5.2 Security

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5.3 Account Plan Structure

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5.4 Creating Account Plan

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5.4.1 Locate the Company

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5.4.2 Options for Creating an Account Plan and Entering Information

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5.4.3 Add New Key Deliverables

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5.4.4 Edit Key Deliverables

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5.4.5 Delete Key Deliverables

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5.4.6 New Market Share

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5.4.7 Edit Market Share

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5.4.8 Delete Market Share

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5.4.9 New Entertainment Activity

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5.4.10 Edit Entertainment Activity

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5.4.11 Delete Entertainment Activity

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5.4.12 Uploading/Deleting Images

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5.5 Generating Account Plan

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5.5.1 Generating Account Plan

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5.6 Checking Account Plan

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5.6.1 Checking Contracts Information

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5.6.2 Checking Account Team

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5.6.3 Checking Client Contacts/Strength of Relationship/Quality Reference

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5.6.4 Client Contacts Did Not Appear in Account Plan

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Frequently Asked Question FAQ

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Introduction Welcome to CLIENT FIRST – Account Management Guide Users will know how to manage Account information and create an Account Plan in Client First by referring to this step-by-step guide. Launched in Asia Pacific in October 2010, Client First has since been utilized by Corporate Solutions to manage client information. The system allows users to share information on our Accounts. Client First facilitates Account Plan creation and also serves as a central library for past Account Plans. Overarching objectives of Client First are: ■

To deliver quality data

To support business activities

To deliver relevant communications to clients

Designed to manage information on our clients and prospects, Client First gives you the following benefits: ■

Central repository of information

Enhance client knowledge

Ability to upsell and cross-sell

Minimize duplication of communication to client

About This User Guide The guide has been developed to provide users a step-by-step guide on how account information such as Account Team, contracts and surveys may be managed to ensure that such information is kept up to date. This information will contribute to the Account Plan that may be created in Client First.

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Section 1 – Account Process and Roles We call a client an ‘Account’ when we have an annuity contractual relationship at a regional level. An Account may be categorized into three major tiers as follow: Tier

Description

Tier 1/Tier 1d*

Core to business; mature relationship (contractual or very tight); minimum annual revenue of Circa USD 750,000.

Tier 2/Tier 2d*

Core to business; contractual or close relationship; possibly a single X focus but with opportunity for more development (geographical or X‘s); revenue of up to USD 750,000 pa or a minimum target of USD 750,000 over three (3) years.

Tier 3/ Tier 3d*

US/EMEA accounts; light touch/support only; possible SPOC as support; potentially eligible for ‘Fee Share’ and AP retains option to ‘No Go’ per assignment.

*When a tier is denoted by a ‘d’, this indicates that there is still a potential for further business development i.e., provision of more services or expanding coverage of the provided services. A CRM is appointed to manage the Account, build and strengthen relationship, grow the business and also to serve as the single point of contact.

1.1 How is an Account Set Up in Client First ■

The CS Sales/Account Analyst track new wins from the Corporate Solutions Win Loss.

A new win needs to be captured in Client First by changing the Asia Pacific relationship from Prospect to Client and applying the appropriate Tier (Tier 1, Tier 2, Tier 3, Tier 1d, Tier 2d, or Tier 3d). The CRM Board will decide on the tier of an Account.

Contract details such as geography, scope of services, contract start and end dates need to be entered.

Once a CRM is appointed, the name should be added under JLL contacts of the Account record by the CS Sales/Account Analyst.

CRM should then maintain his Account Team members in Client First.

Client First Program Manager should grant access to view revenue rights and Account Plan based on Account Team updates by CS Sales/Account Analyst and CRM.

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CS Sales/Account Analyst

CRM/EA

Client First Program Manager

Start

Track CS Win Loss for new wins

View Account Information

Set up Account tiering and create contract details in Client First

Add members of Account Team

Add members to the security team who have access to view revenue numbers and Account Plans

End

Upon CRM appointment, update the information in Client First (in JLL Contacts)

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1.2 How CRMs and Account Team are Using Client First Functions

Responsible

Description

Manage Account Team information

CRM

Update Account Team members as appropriate

Maintain client contacts marketing subscription

& CRM and Account Team

Update client marketing lists

contacts

and

View a consolidated report of all CRM and Account Team contracts, renewals, wins and losses

Report used as a reference to view contract details, renewals and past wins and losses

Track off market renewal

CRM

Provide monthly renewal status

Maintain portfolio statistics

CRM and Account Team

Enter portfolio statistics record and update biannually

Maintain survey scores

CRM and Account Team

Enter surveys applicable

Prepare/edit Account Plan

CRM

Create/edit Account Plan i.e., Account Overview, Vision, SWOT, Market Share and Key Deliverables

updates

record

on

when

The above table lists the various ways a CRM and Account Team may use Client First to manage their Account information.

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Section 2 – Viewing Account Information This section provides the steps required in locating a specific Account and also a brief description of the information you may expect to see in Client First.

2.1 How to Locate an Account You may locate an Account by accessing either AP CS Accounts view or AP CS Clients view. The difference between the two views: View

Description

AP CS Accounts

Companies with annuity contracts covering Asia Pacific. All Tier 1 to Tier 3 Accounts are listed.

AP CS Clients

Includes all Accounts (Tier 1 to Tier 3) and all other Prospects that the regional and in-country Business Development teams are pursuing.

To get started, navigate to the ‘Companies’ section in your Workplace module. 2.1.1

Log In to Client First

1. URL https://jll2011.clientfirst.joneslanglasalle.com 2. Username : ap\username e.g. ap\anne.heah 3. Password : Your Jones Lang LaSalle network password

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2.1.2

Locate the Company

In Client First: 1. Click on ‘Companies’ in the Workplace module. 2. Select ‘AP CS Accounts’ or ‘AP CS Clients’ for view. The former view provides a list of clients with whom we have an annuity contract and the latter view will, in addition to the Accounts, include Prospects we are pursuing. 3. Select the appropriate alphabets (located at bottom of the screen) to easily get to the company. For example, when looking for Microsoft, click on the alphabet ‘M’. 4. Double-click on the selected company.

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3 *Please note that only regional Accounts will be tagged as a Tier 1, 2 or 3. Companies with only an in-country contract may not be considered as an Account at the Corporate Solutions level, thus it will be categorized as a Prospect in Client First.

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2.2 Account Information Within the company record for an Account, you will be able to view the following information: ■

Company Generic Information (Information module) Generic information such as main website address, headquarters address, industry, etc. is shown.

Client Contacts (Contacts module) This lists all client contacts which have been entered into the system. You will be able to see information such as email, job title, department, etc.

Account Team (JLL Contacts module) This shows the Jones Lang LaSalle employees who are working on the Account with the business lines and roles indicated.

Client Satisfaction Scores (Client Satisfaction module) Provides a high-level overview on how satisfied clients are with our performance on specific projects; overall satisfaction via annual surveys.

Portfolio Statistics (Portfolio Statistics module) This should capture the client organization’s full portfolio, both leased and owned.

Opportunities (Opportunities module) Allows you to see existing opportunities being pursued and also past opportunities we have won and lost.

Contracts and Renewals (Reports function, AP CS Account Contracts and Opportunities) CRMs should use this to review the contract information and also track the renewal updates.

Account Plan (Account Plan module accessible only by CRM and Account Team) Tier 1 and Tier 2 CRMs may use this module to create and edit the Account Plan.

The next section provides a step-by-step guide on where to view the information listed above as well as how to do editing.

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Section 3 – View and Edit Account Information Information about an Account may be viewed by all users except the Account Plan module which require additional access rights. Only the CRM and the Account Team should need to access the Account Plan module. This section of the guide lists the details that may be viewed by most users. Steps are also provided to show how the information may be edited.

3.1 Generic Company Information When a company record is selected, users will first see the ‘Information’ module. This module holds generic information such as main phone number, headquarters address and description of the company, etc. Users need not edit this information. However, in the event of major changes such as new headquarters address, mergers, etc., users may inform the Client First Program Manager who will then update the information.

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3.2 Account Team Within a company record, CRM and Account Team information may be viewed by clicking on ‘JLL Contacts’ module in the company record. Users will see the name of the CRM as well as the Account Team in Asia Pacific. For some Accounts, users may even see Account Team members from AM and EMEA. CRM is responsible for updating the Account Team members in Client First. This information will be reflected in the Account Plan should one be created.

3.2.1

View and Edit Existing Account Team

Refer to sections 2.1.1 and 2.1.2 to log in to Client First and locate the company. 1. After selecting the company from the ‘AP CS Accounts’ or ‘AP CS Clients’ view and opening the record, click on ‘JLL Contacts’ module. The list of JLL contacts who worked on the Account is shown. Tip: For easy reference, you may click on the ‘Region’ heading to have the names sorted by region. The region, business lines and roles of the JLL Contact will be clearly indicated. 2. To edit an existing Account Team member, select the name and double-click. The record opens in a new window and information may be amended where appropriate. 3. Details such as Region, Country, Business Line and Role may be amended. 4. Click ‘Save & Close’ to save the changes.

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3.2.2

Adding New Account Team Member

Within the JLL Contacts module of a company record (refer to section 3.2.1), 1. Click ‘Add New JLL Contact’ to create a new Account Team member. A new window appears.

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2. Select the region and country the Account Team member is based in.

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3. For Name, click on the lookup to find the person or enter the last name of the Account Team member. Select the appropriate name from the search result. Tip: It is easier to search by last name. 4. Select the Business Line as appropriate. 5. Select Role. Choose CRM, Account Lead or Relationship Executive. 6. Click ‘Save & Close’ OR ‘Save & New’ to add more new Account Team members.

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3.2.3

Deactivate Account Team Member

When an Account Team member leaves the Account or Jones Lang LaSalle, the member has to be deactivated from the ‘JLL Contacts’ module. Within the ‘JLL Contacts’ module of a company record (refer to section 3.2.1), you should see the list of existing Account Team members. To remove a member: 1. Select the appropriate name. 2. Click on ‘Deactivate’. 3. Click ‘OK’ to confirm the deactivation.

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The page will refresh and the deactivated record will be removed from the list.

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3.3 Contacts and Marketing Subscription The ‘Contacts’ module of a company record allows users to see a list of existing client contacts. These client contacts may have been entered by users from Asia Pacific, Americas and EMEA. Client contacts tagged with the region inclusive of AP and associated to the Account Team members will be reflected in the Account Plan should one be created. The following details of the client contacts are shown when you access the ‘Contacts’ module of a company record: ■

Full Name

Email

Job Title

Contactable By

Address

Postal Code

Business Phone

Created By

To view what a client contact is subscribed to, you will need to select the client contact’s record and look under the ‘Marketing Lists’ module.

3.3.1

Options Available for Creating/Editing Client Contacts

Before adding a new client contact, please ensure that the client contact is not yet in Client First. There are two options available when creating a new client contact or editing client contact: Option 1: Do it yourself and you must ensure that steps in sections 3.3.3 – New Client Contact Creation, 3.3.4 – Add Primary JLL Contact and 3.3.7 – Subscription to Marketing Lists, are completed. Option 2: Complete a Client Contact Form with all the information required and send to the Database Administrator (madhur.madan@ap.jll.com) for data entry. Tip: Refer to Client Contact Management Guide, sections 1.4.1 and 2.4 for more information on the Client Contact Form as well as the checking and approving process. Client Contact Form may be downloaded from the Client First Connect site.

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3.3.2

Viewing and Editing Client Contacts

Refer to sections 2.1.1 and 2.1.2 to log in to Client First and locate the company Within the company record: 1. Click on ‘Contacts’ module on the left navigation panel. 2. The list of existing client contacts is shown. To edit a certain client contact, select and doubleclick. The record opens in a new window. Edit details e.g., email, phone numbers, job title, department and address, etc., as appropriate. To edit JLL Contact/Primary JLL Contact or marketing subscription, please refer to sections 3.3.4 and 3.3.7 respectively. 3. To create a new client contact yourself, click on ‘Add New Contact’. A new window appears. Follow the steps in section 3.3.3 below to complete the client contact creation.

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3.3.3

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New Client Contact Creation

In the ‘Contacts’ module, after clicking on ‘Add New Contact’ (refer to section 3.3.2), a new window opens. Mandatory fields for a New Client Contact are: 1. Contactable By 2. Region 3. First and Last Name 4. Business Phone Number 5. Email Address 6. Job Title and Department

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7. Address (include zip code and country) 8. Click ‘Save’. 9. Proceed to the next section (3.3.4) and follow the steps of adding Primary JLL Contact/JLL Contacts to be associated with the client contact.

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3.3.4

Add Primary JLL Contact/JLL Contacts

1. You should see the client contact name as the header. This indicates that this is the client contact record. Tip: Refer to section 3.3.2 on how to select a client contact record. 2. Click on ‘JLL Contacts’ on the left navigation panel. The list of existing JLL Contacts associated to the client contact is shown (if any). 3. To add a new JLL Contact to be associated to the client contact, click on ‘Add New JLL Contact’. A new window opens. 4. Select Region and Country of JLL Contact. 5. The default name shown will be the creator’s name. Overwrite this field with last name of JLL Contact and hit ‘Enter’ key or click on magnifying glass icon to do a lookup. Tip: It is easier to search by last name.

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6. Select the correct JLL Contact from the list of returned results. Click ‘OK’.

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Note: When a JLL Contact cannot be found within the Search function, please email Client First Program Manager and provide the full name. Program Manager will then create the user account. 7. Select Role as appropriate (usually Account Lead, CRM, Pursuit Lead or Relationship Executive). 8. If the JLL Contact is to be the primary owner of the client contact record and owns the relationship with the client contact (i.e., Primary JLL contact), check the ‘Primary Contact’ box. For an ordinary JLL Contact, there is no need to check ‘Primary Contact’ box. 9. Select Relationship Score to reflect the strength of relationship. 10. Click ‘Save’. 11. Click on ‘Reference Information’. 12. Select Reference Availability and the appropriate score (if applicable). 13. Click ‘Save & Close’. This will close the JLL Contact record and bring you back to client contact record. 14. Refer to section 3.3.7 below to continue the next step of managing subscription list.

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Note: There is no limit to the number of JLL Contacts that can be associated to the client contact. However, there can only be one Primary Contact for a client contact.

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3.3.5

Change of Primary JLL Contact

1. You should see the client contact name as the header. This indicates that this is the client contact record. Tip: Refer to section 3.3.2 on how to select a Client Contact record. 2. Click on ‘JLL Contacts’ on the left navigation panel. The list of existing JLL Contacts associated to the client contact is shown (if any). 3. Should there be a change of Primary JLL Contact, you will need to locate the original Primary JLL Contact. Tip: Look for name mark as ‘Yes’ under the Primary Contact header. 4. Select the record and double-click. A new window opens. 5. Uncheck the box marked as ‘Primary Contact’. 6. Click ‘Save & Close’.

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7. Back at the ‘JLL Contacts’ list, if the new Primary JLL Contact has an existing record, please select and double-click. However, if new Primary JLL Contact is not yet created, please ensure that the record is created (see section 3.3.4).

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8. In the JLL Contact record, check the ‘Primary Contact’ box. 9. Ensure that the Relationship Score is populated. Click ‘Save’. 10. Reference Information score - select ‘Yes’ for Reference Availability and proceed to select Reference Quality score 11. Click ‘Save & Close’.

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This effectively changes the Primary JLL Contact for a client contact.

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3.3.6

Removal of Primary JLL Contact/JLL Contact

Should a JLL contact leave Jones Lang LaSalle; you should ensure that he or she is no longer associated to any client contacts. 1. You should see the client contact name as the header. This indicates that this is the client contact record. Refer to section 3.3.2 on how to select a client contact record. 2. Click on ‘JLL Contacts’ on the left navigation panel. The list of existing JLL Contacts associated to the client contact is shown (if any). 3. To remove a certain JLL Contact, select the record. 4. Click on ‘Deactivate’. 5. Click ‘OK’ to confirm the deactivation.

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3.3.7

Subscribe to/Unsubscribe From Marketing Lists

For more information on Marketing Lists, you may wish to refer to section 1.3.2 of the Client Contact Management Guide. This section in this guide simply shows you on how to add/remove marketing lists for your client contacts. 1. You should see the client contact name as the header. This indicates that this is the client contact record. Refer to section 3.3.2 on how to select a client contact record. Subscibe to Marketing List 2. To subscribe to Marketing List within the client contact record, click on ‘Marketing Lists’ located on the left navigation panel. The current list of marketing materials may show up if client contact has been earlier subscribed to the materials. If this is a new client contact record, you will need to add new marketing lists.

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3. To add recurrent and/or ad-hoc marketing list, click on ‘Add to Marketing List’. 4. In search field, type in ‘*ap cs’. Tip: This looks for Asia Pacific Marketing Lists. 5. List of available marketing lists will be shown. Select appropriate lists and click ‘Add’. Note: i) Recurrent Marketing list has the naming convention ‘AP CS (XX) – XXX’ e.g., AP CS (N&P) – Industry News and Firm Announcement ii) Ad-hoc Marketing list has the naming convention ‘AP CS – XXX’ e.g., AP CS – CoreNet Dinner 2012

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6. Click ‘OK’.

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6 7. Click ‘Save’ to continue editing OR ‘Save & Close’.

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Note: SSS Marketing may at times add client contacts to new marketing list based on certain criteria. Client contacts indicated as ‘Contactable by Anyone’ will be included in such exercise. You will still be able to remove/add client contacts to such marketing lists.

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Unsubscribe From Selected Marketing Lists 1. In the Marketing Lists module, select the Marketing list(s) to be removed, click on ‘Remove’ (Multi select of marketing lists is possible). 2. Click ‘Save & Close’.

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Note: Users may also make changes to the Marketing List directly without going through the Database Administrator, especially when time is of the essence.

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3.3.8

Block Client Contact from All Marketing Materials

In the event you receive request from client contact to stop sending them all materials, please follow the steps: 1. User should see the client contact name as the header. This indicates that this is the client contact record. Refer to section 3.3.2 on how to select a client contact record. 2. In the client contact record, click on Communications section under Information module. 3. For bulk email, select ‘Do not allow’. 4. Click on ‘Save’ or ‘Save & Close’.

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This ensures that the client contact will not receive any publication/announcement/email invites via Client First going forward. To allow client contact to receive publications again, follow steps 1 and 2 above, click on ‘Allow’ for Bulk Email in the Communication tabs and save the new setting. Note: Please ensure that your client contact is willing to receive publication once again before you select ‘Allow’ bulk email.

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3.3.9

Client Contact in Transition (Move to/from Transition Placeholder)

In the event when you are aware that your client contact will be leaving the existing organization but do not know the new organization that he is heading to, it is still possible to continue maintaining the client contact record in Client First. There is a placeholder in Client First for maintaining records of client contacts in this situation. Please edit the email address to capture the personal email address to ensure that client contact continues to receive the marketing materials. 1. You should see the client contact name as the header. This indicates that this is the client contact record. Refer to section 3.3.2 on how to select a client contact record. 2. Go to the ‘Email’ field and change the email address to the client contact’s personal email/interim email. This will ensure that the client contact continues to receive marketing materials. 3. Click ‘Save’. 4. In the ‘Parent Company’ field, click on the magnifying glass icon. A lookup window will appear.

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5. In the search field, type in ‘*Transition Placeholder’ and hit ‘Enter’ key on the keyboard. A list of results will appear. 6. Please select ‘Transition Placeholder (for AP Client Contacts in Transition)’. 7. Click ‘OK’. The Parent Company will now be changed.

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7 8. Back at the client contact record, you should see ‘Transition Placeholder’ reflected in the Parent Company field. 9. Click ‘Save & Close’.

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If you need to amend the Marketing List subscription, please refer to section 3.3.7.

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Moving Client Contact from Transition Placeholder to New Company Once your client contact informs you of the new company that he will be heading to, and the official appointment date, you should move the client contact record from the Transition Placeholder to the new company record. 1. Locate the ‘Transition Placeholder (for AP Client Contacts in Transition)’ record by going to ‘Companies’ and selecting the ‘AP CS Clients’ view. 2. Click on ‘T’ located at the bottom of the screen. 3. Select ‘Transition Placeholder (for AP Client Contacts in Transition)’ and double-click. The record will open in a new window.

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2 4. Click on ‘Contacts’ within the company record (on the left navigation panel). 5. Locate the client contact and double-click on the record. The record will open in a new window.

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6. Change the email to the official work email address and other information such as phone number, job title, department and address. 7. Click ‘Save’. 8. In the Parent Company field, click on the magnifying glass icon. A lookup window will appear.

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9. In the search field, enter the new company name (e.g., if client contact is going to Microsoft, enter ‘*Microsoft’). A list of results will appear. 10. Select the company record which is listed as a Prospect or Client under the column ‘AP Corp Client/Prospect’ (you may see this by scrolling to the right). 11. Upon selection of the company, click ‘OK’.

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11 12. You should now see the new company name in the Parent Company field. 13. Click ‘Save & Close’.

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3.4 Portfolio Statistics CRMs and Account Team may maintain portfolio statistics of the Account by using the Portfolio Statistics module. Such information should be updated at least twice a year. Information may be maintained at the region or country-level. This information is reflected in the Account Plan should one be created.

3.4.1

View and Edit Existing Portfolio Statistics Record

Refer to sections 2.1.1 and 2.1.2 to log in to Client First and locate the company. Within the company record: 1. Click on ‘Portfolio Statistics’ on the left navigation panel. The list of existing Portfolio Statistics records will appear (if any). 2. Double-click on an existing record to edit. The particular record opens in a new window. 3. Within the Portfolio Statistic record, the following may be amended: Region, Country: Geographical information of client’s portfolio. Unit of Measure: Select Square Feet. Source of Data: Where information comes from. Size Details: Enter relevant leased or owned size. 4. Click ‘Save & Close’ to save the changes OR ‘Save & New’ to create another new record. See next section (3.4.2) on how to create a new record.

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3.4.2

Creating Portfolio Statistics Record

Refer to sections 2.1.1 and 2.1.2 to log in to Client First and locate the company. Within the company record: 1. Click on ‘Portfolio Statistics’ on the left navigation panel. The list of existing portfolio statistics records will appear (if any). 2. Click ‘Add New Portfolio Statistics’ to create a new record. A new window opens. 3. Within the Portfolio Statistics record, populate the following fields: Region, Country: Geographical information of client’s portfolio. You may enter at a regional or country level. Unit of Measure: Select Square Feet. Source of Data: Indicate source of where information comes from. Size Details: Enter relevant leased or owned size. 4. Click ‘Save & Close’ OR ‘Save & New’ to create another new record.

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3.4.3

Delete Portfolio Statistics Record

Refer to sections 2.1.1 and 2.1.2 to log in to Client First and locate the company. Within the company record: 1. Click on ‘Portfolio Statistics’ on the left navigation panel. The list of existing Portfolio Statistics records will appear (if any). 2. Select the portfolio statistics record to remove. 3. Click on ‘Deactivate’. 4. Click ‘OK’ to confirm the deactivation. The record will be removed.

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The page refreshes and the deactivated record will be removed from the view.

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3.5 Client Satisfaction Client Satisfaction module is used to maintain records of surveys that have been conducted with our Accounts and Prospects. The information should be updated at least twice a year. In the event that there is numerous business line surveys conducted in the same year, it is acceptable to create one record with the average score indicated.

3.5.1

View and Edit Existing Client Satisfaction Survey Record

Refer to sections 2.1.1 and 2.1.2 to log in to Client First and locate the company. Within the company record: 1. Click on ‘Client Satisfaction’ on the left navigation panel. The list of existing client satisfaction records is shown. 2. To edit an existing survey record, select the row and double-click. The record opens in a new window. 3. The following information may be edited: - Survey Name/Project - JLL Surveyor - Client Surveyed - Region and Survey Year - Score - Surveyed Date - Comments 4. Click ‘Save & Close’ to save the changes.

See section 3.5.2 to create a new survey record.

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Create Client Satisfaction Survey Record

Within the company record: 1. In the Client Satisfaction module, click on ‘Add New Client Satisfaction’ to create a new survey record. A new window opens.

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2. In the new survey record, enter the following: a) Survey Name/Project: Information to identify the survey. b) JLL Surveyor: Refers to who conducted the survey. Click on the lookup to find the JLL employee. Tip: It is easier to search by last name. c) Surveyed Client/Prospect: Name of client contact who took the survey. Click on the lookup to find the client contact from this company. If more than one client is surveyed, enter the additional names in comments. d) Survey Region: Region the survey is for, typically AP. e) Survey Year: Year the survey is conducted. f) Survey Category and Survey Type: Select Survey Category = Corporate Solutions and then select from one of these survey types (Annual Client Relationship, Markets Assignment, PDS and IFM Contract). g) Client Survey Score and Total Possible Score: Score achieved and maximum possible score. h) Client Survey Date: Date client was surveyed. i) Comments: Additional survey comments. j) Action Plan/Next Steps: Any follow up required. 3. Click ‘Save & Close’ to save the record OR ‘Save & New’ to create another record.

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3.5.3

Delete Client Satisfaction Survey record

Within the company record: 1. Click on ‘Client Satisfaction’ on the left navigation panel. The list of existing client satisfaction records is shown. 2. Select the record to be removed. 3. Click on ‘Deactivate’. 4. Click ‘OK’ to confirm the deactivation.

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3.6 Contract Renewal CRMs are responsible to update status of contract renewals. Monthly reminders are sent to CRMs with contracts expiring 18 months out. Statuses of contract renewals are reflected in the Account Plan should one be created.

3.6.1

Locate the Renewal/Updating the Renewal

Refer to sections 2.1.1 and 2.1.2 to log in to Client First and locate the company. 1. In the company record, click on ‘Run Report’ (across the top horizontal menu) icon and select ‘AP CS Companies Contracts and Opportunities’ from the drop-down. A new window appears.

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2. The Master Service Agreement and Renewal tables are shown in the report. Click on the renewal opportunity under ‘Renewal Pursuit’ column to open up the renewal record. A new window appears.

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3. The following fields may be updated: a) New Business Type – Select Off Market or Competitive Rebid. *If it is a competitive rebid, you need not update the rest of the fields. Click ‘Save & Close’. Client First Program Manager will liaise with Sales Analyst on the status of the competitive renewal going forward. b) Progress – Select On track, Issues Exist or Major Roadblock. c) Portfolio Statistics d) Estimated Annual Revenue e) Probability Off Market Renewal – Enter percentage of probability. f)

Description – Text box to enter comments. Users are encouraged to keep historical comments and not overwrite it.

g) Click ‘Save’ to save the changes. Scroll down to the business line section. h) Edit estimated annual revenue field and/or size. 4. ‘Save & Close’ the renewal record. Your updates are now captured.

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3.6.2

Closing the Renewal (Win or Loss)

When a renewal is secured, it is considered as a Win. If the renewal is not successfully renewed, it is then considered as a Loss. In both Win and Loss cases, it is important to indicate the following: 1. Contract Start and Contract End Date 2. Contract Type Refer to section 3.6.1 to locate the Renewal. Upon renewal contract signing or the loss of the renewal, you need to locate the renewal and update the following: 1. Go to ‘Contract & Legal Info’ section. 2. Enter Contract Start and Contract Expiration Date. 3. Select Contract Type i.e., Exclusive or Preferred. 4. Click ‘Save’. 5. Click on ‘Close Opportunity’. A new window appears.

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6. Select ‘Win’ for a secured renewal or ‘Loss’ for an unsuccessful renewal.

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7. Select Status Reason: For a Win: Won For a Loss: The common lost reasons are Pricing, Kept In-House and Project Cancelled. 8. Check ‘Close Date’. The default will be the day that the renewal is closed. It is possible to back date the close date. 9. Enter Win Loss comments. 10. Click ‘OK’. The opportunity is now closed. Client First Program Manager will be able to track this update and will create the new contract record for a successful renewal based on the information that a CRM has entered.

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Section 4 - Reports Various reports may be generated to help CRMs and Account Team review information about the Accounts. These reports are: 1) ‘AP CS Account Contracts and Opportunities’ - to review contract information, update renewal status and view past wins and losses. 2) ‘AP CS Marketing – My Contacts Subscription Report’ - review what your client contacts have been subscribed to (those client contacts whom you are associated to, as a Primary JLL Contact and JLL Contact). 3) ‘AP CS Marketing – My Contacts Campaign History Report’ - review the type of marketing materials sent to your client contacts and if they have been opening these emails (client contacts whom you are associated to, as a Primary JLL Contact or JLL Contact). 4.1

The AP CS Account Contracts and Opportunities Report

Refer to sections 2.1.1 and 2.1.2 to log in to Client First and locate the company. 1. In the company record, click on Run Report (across the top horizontal menu) and select ‘AP CS Companies Contracts and Opportunities’ from the dropdown. A new window appears.

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2. The Master Service Agreement and Renewal tables are shown in the report.

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3. If you noticed any outdated information regarding Contract scope, start and expiry date, please contact Client First Program Manager and provide the right information to be updated. 4. If you need to update the Contract Renewal, please refer to section 3.6 on the fields to

update.

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My Contacts Subscription Report

This report shows the list of Marketing Lists that client contacts are subscribed to. 1. Once you log into Client First, click on ‘Reports’ module on the left navigation panel. Refer to section 2.1.1 on how to log in. 2. For view, select ‘AP CS Reports’. 3. Proceed to select and double-click on ‘AP CS Marketing – My Contacts Subscription Report’. The report viewer appears in a new window.

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4. Select the appropriate JLL user. Tip: Names are arranged by last name. 5. For Relationship, select ‘ALL’. 6. Click ‘View Report’.

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7. Client Contacts associated with the JLL Contact selected will appear. You may see their subscription list by scrolling to the right under ‘Subscribed Publication’ column. You may export this report into excel.

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Note: The Client First Team is currently looking at creating a report that generates the subscription results by company i.e., All Asia Pacific Client Contacts from Microsoft and their subscribed publication may be view in a single report. This work is currently in progress.

4.3

My Contacts Campaign History Report

This report shows the status of the email that was sent to client contact based on their subscription list i.e., open the email, did not open, hard bounce, etc.

Refer to section 2.1.1 to log in to Client First. 1. Once you log into Client First, click on ‘Reports’ module on the left navigation panel. 2. For view, select ‘AP CS Reports’. 3. Proceed to select and double-click on ‘AP CS Marketing – My Contacts Campaign History Report’. The report viewer appears in a new window.

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4. Select the appropriate JLL user. Tip: Names are arranged by last name. 5. For Status, select ‘ALL’. 6. Relationship, select ‘ALL’. 7. Sort by, select either by ‘Campaign’ or ‘Account’ (i.e., company). 8. Click ‘View Report’.

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9. Client Contacts associated with the JLL Contact selected will appear. You may see their responses under ‘Email Status’ and ‘Reason’ columns. You may export this report into excel. This will give you an idea if your client contacts are opening the email or reading the publication you are sending them.

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Note: The Client First Team is currently looking at creating a report that generates the campaign response by selecting a company i.e., All Asia Pacific Client Contacts from Microsoft and their responses may be view in a single report. This work is currently in progress.

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Section 5 – Account Plan An Account Plan is an internal client plan prepared by CRMs. This document contains information relating to the account and detail strategies for establishing or improving relationship. Tier 1 Accounts go through the formal review process and the Account Plan is presented by the CRMs to the CRM Board comprising of the Head of Corporate Accounts as well as the Business Line Account Management Leads. Such review usually takes place twice a year. CRMs for Tier 2 Accounts are encouraged to create the Account Plan and to review it with their Line Manager/Subject Matter Experts. All Account Plans are now stored in Client First, accessible only by the respective CRMs and Account Teams.

5.1 The Account Review Process A CRM will be very much involved in the Account Review Process as he will be responsible for preparing the Account Plan. Account Team members may be required to contribute to sections of the Account Plan. The diagram below shows the Account Review Process and also the roles and responsibilities of those involved. The preparation process is usually kicked off when CRMs receive an invite to attend the Account Review.

Client First Program Manager

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5.2 Security ■

All CRMs and Account Team members can view and edit the Account Plans for their specific account(s).

All Regional Team members (CS Executives and Account Review Board) can view and edit Account Plans for all AP CS Accounts.

Team security is managed by Client First Program Manager based on the Account Team information maintained in the JLL Contacts module of the company record.

5.3 Account Plan Structure Information in the Account Plan is retrieved from two levels: 1) Account Level – Account Team, Client Satisfaction, Portfolio Statistics, Contacts and Contract Details. 2) Account Plan Level – Overview, SWOT, Vision, Relationship Timeline, Market Share, Entertainment, Key Deliverables and Images (e.g., Organizational Structure).

1) Account Level Info Account Plans Contracts and Renewals* Account Team ^ Client Contacts ^ Survey Scores Portfolio Statistics

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2) Account Plan Level Info Overview Vision, Relationship Timeline SWOT Share of Wallet Entertainment Key Deliverables Images

* Pre-populated – Updated by Accounts Analyst as part of sales and renewal process. ^ Pre-populated – Updated by CRMs/Account Leads on an ad-hoc basis outside the review process.

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5.4 Creating the Account Plan An Account Plan may be created per region per year. This section will guide you on how to create an Account Plan. 5.4.1

Locate the Company

After logging in to Client First https://jll2011.clientfirst.joneslanglasalle.com: 1. In Client First Workplace module, click on ‘Companies’. 2. Select ‘AP CS Accounts’ for view. This view provides a list of clients with whom we have a mandate i.e., annuity contracts. 3. Select the appropriate alphabets (located at bottom of the screen) to easily get to the account. For example, when looking for Microsoft, click on the alphabet ‘M’. 4. Double-click on the selected account. The record opens up in a new window.

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*Please note that only regional Accounts will be tagged as a Tier 1, 2 or 3 Account. Companies with only an in-country contract may not be considered as an Account at the Corporate Solutions level and will be tagged as a Prospect in Client First.

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5.4.2

Options for Creating an Account Plan and Entering Information

There are two options available when creating an Account Plan in Client First. Option 1: Copy the current Account Plan and use it as a base for the next year (i.e., Copy 2012 Account Plan to create a 2013 Account Plan). Most information (except entertainment activities and Notes/Attachment) in 2012 Account Plan will be copied over to the 2013 Account Plan. Option 2: Create a fresh Account Plan and populate the details. Steps for Option 1: Copy Current Account Plan to Create New Account Plan Refer to section 5.4.1 on how to locate a company. Locate the Account Plan module - within the company record: 1. 2. 3. 4.

Click on ‘Account Plan’ on the left navigation panel. The list of account plans previously created will appear. Select the current year account plan. Click on ‘Copy Account Plan’.

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5. Click ‘OK’ when prompted ‘Record is copied’.

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6. You should see the new Account Plan which has been created after the page refreshes. Double-click to open and you may start editing.

Tip: Follow step number 4 onward in Option 2 to edit the Account Plan. Note: All information and images are copied over to the new Account Plan except Entertainment and attachments in the Notes/Attachment section.

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Steps for Option 2: Create a Fresh Account Plan Refer to section 5.4.1 on how to locate a company. Locate the Account Plan module - within the company record: 1. Click on ‘Account Plan’ on the left navigation panel. 2. The list of account plans previously created will appear. 3. To create a new Account Plan, click ‘Add New Account Plan’. A new window appears.

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Information Section of Account Plan The first section of the Account Plan will be about the general information such as Company Information, Vision, Relationship Timeline and SWOT. Refer to the steps below on how to complete the information section of the Account Plan. 4. Enter the Year. 5. Enter the Region (i.e., AP). 6. Click ‘Save’.

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Company Information In the ‘Overview’ section, information on the company is entered: 7. Enter Primary Business Activities/Industry. 8. Enter Estimated Market Capitalization (in numbers). 9. Enter Annual Revenue (textbox). 10. Enter Strategic Objectives. Scroll down the page to view more fields.

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11. Enter CRE Business Drivers: a) Key Objectives; and b) Key Client Pains. 12. Click ‘Save’. 13. Click on ‘Vision, Delivery and Growth’ section OR scroll down the page to the next section.

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14. Enter Vision. 15. Enter Relationship Timeline. 16. Enter SWOT. 17. Click ‘Save’. 18. Click on ‘Addition Comments’ section OR scroll down the page to the next section.

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Additional Comments 19. Enter comments for Contracts. 20. Enter comments for Potential Portfolio Changes. 21. Enter comments for Client Satisfaction. 22. Enter comments for Share of Wallet. 23. Enter comments for Entertainment. 24. Click ‘Save’.

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5.4.3

Add New Key Deliverable

There are three categories of Key Deliverable i.e., Relationship Management and Growth, Relationship Management and Opportunities/Milestone Plan. Key Deliverables should be set for at all three categories. This section will need to be updated during Mid-Year and Year-End Review. Refer to section 5.4.2 to locate the Account Plan. 1. Within the Account Plan, click on ‘Key Deliverable’. 2. Click on ‘Add New Key Deliverable’. A new window opens.

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3. Select the category i.e., Financial Management & Growth, Relationship Management or Opportunity/Milestones Plan. 4. Select the status of the Key Deliverable. 5. Enter the target in the Key Deliverable field. 6. For Mid-Year/Year-End Review, update the status of the Key Deliverable in the Comments box. 7. Click ‘Save & Close’ to save the information entered OR ‘Save & New’ if you want to continue creating a new Key Deliverable.

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5.4.4

Edit Key Deliverable

Refer to section 5.4.2 to locate the Account Plan. 1. Within the Account Plan, click on ‘Key Deliverable’. List of existing Key Deliverables is shown. 2. Select the Key Deliverable to edit. A new window opens.

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3. Update the Status field. Do not edit the ‘Key Deliverable’ field as this should have been set and finalized earlier. 4. Enter commentary on current progress of the key deliverables in the Comments textbox. 5. Click on ‘Save & Close’.

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5.4.5

Delete Key Deliverables

Refer to section 5.4.2 to locate the Account Plan. 1. Within the Account Plan, click on ‘Key Deliverable’. 2. Select the Key Deliverable to delete. 3. Click on ‘Deactivate’. 4. Click ‘OK’ to confirm deactivation.

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The page refreshes and the deactivated Key Deliverable will be removed from the view.

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5.4.6

New Market Share

This module allows us to have a market share record for each business line as well as at the Corporate Solutions level. To create a market share record for Corporate Solutions, keep the service type field blank. Refer to section 5.4.2 to locate the Account Plan. 1. Within the Account Plan, click on ‘Market Share’. 2. Click ‘Add New Market Share’

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3. In the Group field, select Corporate Solutions. 4. Select Measure Type. 5. Indicate Service Type. Tip: If this is meant to reflect overall market share at a Corporate Solutions level, this field may be left blank. 6. Enter JLL’s percentage of market share. 7. To add a competitor market share, click on magnifying glass against competitor 1: a. Type in ‘Global CS’ as the search, select the appropriate competitor. Click ‘OK’. b. Back at the Market Share record, enter the percentage for the selected competitor. Repeat 7a and 7b for competitor 2 and 3 if required. Note: If client is doing work In-House, enter the percentage in the In-House row. 8. Click ‘Save & Close’ to save the record OR ‘Save & New’ to create a record for another business line. The record will be saved only if the percentages add up to 100%.

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5.4.7

Edit Market Share Record

Refer to section 5.4.2 to locate the Account Plan. 1. Within the Account Plan, click on ‘Market Share’. The list of existing Market Share records is shown. 2. Select the market share record to edit and double-click. A new window opens.

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3. Update the appropriate fields as required i.e., percentages, competitors (refer to section 5.4.6 step 7 and 8). 4. Click ‘Save & Close’ to save the changes.

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5.4.8

Delete Market Share Record

Refer to section 5.4.2 to locate the Account Plan. 1. Within the Account Plan, click on ‘Market Share’. The list of existing Market Share records is shown. 2. Select the market share record to delete and click on ‘Deactivate’. 3. Click ‘OK’ to confirm the deactivation.

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The page refreshes with the deactivated record removed from the view.

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5.4.9

New Entertainment Activity

CRM is able to plan out the entertainment activities for the year in the Account Plan. The key purpose of such activities is to build and strengthen relationship.

Refer to section 5.4.2 to locate the Account Plan. 1. Within the Account Plan, click on ‘Entertainment’. 2. Click on ‘Add New Entertainment’ to add new record. A new window opens.

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3. Enter estimated event date. 4. Indicate type of event. 5. Enter client names attending the event and their job titles. 6. Indicate who is attending from Jones Lang LaSalle. 7. List the reason for the event (e.g., relationship building, etc.). 8. Click ‘Save & Close’ OR ‘Save & New’ to enter new entertainment activity.

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Edit Entertainment Activity

Refer to section 5.4.2 to locate the Account Plan. 1. Within the Account Plan, click on ‘Entertainment’. The list of existing Entertainment records is shown. 2. Select entertainment record to edit and double-click. A new window opens. 3. Edit the appropriate fields (e.g., event dates, event type). 4. Click ‘Save & Close’ to save the changes.

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Delete Entertainment Activity

Refer to section 5.4.2 to locate the Account Plan. 1. Within the Account Plan, click on ‘Entertainment’. The list of existing Entertainment records is shown. 2. Select the Entertainment record to delete. 3. Click on ‘Deactivate’. 4. Click ‘OK’ to confirm the deactivation.

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The page refreshes with the deactivated record removed from the view. 5.4.12

Uploading/Deleting Images

The Account Plan allows images to be uploaded so that visuals for the Account and Jones Lang LaSalle organizational charts may be included. The other categories to choose from when uploading images are Client Overview, Market Share and Others. The images will appear in the relevant tabs when the Account Plan report is generated. Tip 1: It is recommended that the images are saved in GIF format. Tip 2: You may arrange the images in the same category in a certain order. Ensure that the title given is consistent and number them accordingly (e.g., Client Orgchart-01, Client Orgchart-02). Uploading New Images 1. Within the Account Plan, click on ‘Images’. 2. Click on ‘New’ to add new images. A new window appears. 3. Enter image name in the Title field. 4. Select the image category (except for Company Logo which is not in use). 5. Browse for the file in your laptop. 6. Click ‘OK’.

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6 Deleting Images 1. Within the Image module, select the image to be deleted. 2. Click the ‘Delete’ icon. 3. Click ‘OK’ to confirm the deletion.

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5.5 Generating the Account Plan After the account plan has been created and various sections edited, the Account Plan report may be generated. Some sections of the Account Plan will need to be checked at this stage. 5.5.1

Generating Account Plan

Refer to section 5.4.1 to locate the company. 1. At the company record, click on ‘Reports’ (icon across the top horizontal menu) and select ‘AP CS Account Plan’. The report viewer opens.

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2. Select Survey to be reflected in the Account Plan by choosing the years. You may select surveys from the last two to three years. 3. Select ‘Associated with AP CS Account Team’ for the Show Contacts field. This will ensure that AM and EMEA client contacts will not show up. 4. Select the Account Plan year. 5. Click ‘View Report’ and the page refreshes. 6. Content of the Account Plan is reflected. You may click directly on the link to access the section quickly. 7. To export the Account Plan, click on the

icon and select Excel.

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5.6 Checking the Account Plan Some sections of the Account Plan will need to be reviewed before submitting it to the CRM Board. These sections are: 1) Contract 2) Account Team 3) Contacts

5.6.1

Checking the Account Plan – Contracts

Check if the contract details are accurate. Email Client First Program Manager with the details needed to be changed. 1. Click on ‘Contracts’ on the content page of the Account Plan. Refer to section 5.5.1 to generate Account Plan.

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2. Review the contract details. Please email Client First Program Manager if any of the contract details need to be changed. 3. Ensure that the renewal updates are current. Click directly on the renewal pursuit to do updates. Refer to section 3.6.1 for the step-by-step guide on update renewal.

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5.6.2

Checking the Account Plan – Account Team

Check if the Account Team stated is the current team. Any member who has left should be deactivated from the Account. 1. Click on ‘Account Team’ on the content page of the Account Plan. Refer to section 5.5.1 on how to generate Account Plan.

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2. Review the Account Team details. 3. To edit, click on the ‘Account Name’ on the report. This will bring up the company record.

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4. Click on ‘JLL Contacts’ in the company record on the left navigation panel. Add New Account Team Member 5. To add new account team member, click on ‘Add New JLL Contact’. A new window appears. 6. Proceed with the following: - Indicate the Region and Country. - Type in last name and hit Enter. Select from the search result. Tip: It is easier to search by last name. - Indicate the Business Line and Role. 7. Click ‘Save’ &Close’ OR ‘Save & New’ (if there are more account members to be added).

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Edit Existing Account Team Member 1. To edit existing account team member, select the row and double-click to open the record. Make changes to Region, Country, Business Line or Role as required.

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Delete Account Team Member 2. To remove an account team member, select the row. 3. Click on ‘Deactivate’. 4. You will be prompted to confirm the deactivation, click ‘OK’.

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5.6.3 Checking the Account Plan – Client Contacts/Strength of Relationship/Quality Reference Review the client contacts section of the Account Plan to ensure that no client contacts have been missed out. Also, ensure that the Strength of Relationship and Quality Reference fields are populated for each JLL contact associated with the client contact. Reasons why client contacts may not appear in the Account Plan report: ■ Client Contact is not in Client First. ■ Client Contact is in Client First but: a) the JLL Region field was not indicated as AP, AP-AM, EMEA-AP or Global, and/or; b) not associated to the CRM or Account Team Members (i.e., CRM or the Account Team members are not listed as Primary JLL Contact or JLL Contact). Refer to section 5.5.1 on how to generate Account Plan. 1. Click on ‘Client Contacts’ on the content page of the Account Plan.

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2. Review the Client Contact details. For each client contact, there must be at least Primary JLL Contact, and the Strength of Relationship and Quality of Reference fields should be populated with information. 3. If Primary JLL Contact, Strength of Relationship and Quality of Reference information need to be edited, click on the client contact name. This will bring up the client contact record.

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4. Click on ‘JLL Contacts’ on the left hand navigation panel of the client contact record to view the list of JLL Contact associated to the client. 5. Select the JLL Contact record to edit and double-click. A new window appears. 6. Select Relationship Score. 7. Click ‘Save’. 8. Click on ‘Reference Information’. 9. Select ‘Yes’ or ‘No’ for Reference Available. If ‘Yes’, select the appropriate Reference Quality. 10. Click ‘Save & Close’.

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If Primary JLL Contact/JLL Contact are Missing Please refer to the steps in section 3.3.4 to ensure that the Primary JLL Contact is entered into the system.

5.6.4

Client Contact Did Not Appear in Account Plan

1. Check if client contact is in Client First by clicking on the ‘Account Name’ in the Account Plan. This brings up the company record.

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2. Click on ‘Contacts’ on the left navigation panel. You will see existing client contacts. 3. Check that Client Contact is in this list. If Yes, please see point 4. If No, please see point 5. 4. If client contact is in the list, select and double-click on the record. A new window opens. a. Check if the JLL region is populated as AP, AM-AP, AP-EMEA or Global. b. Click on ‘JLL Contacts’ on the left hand navigation to ensure that either CRM or Account Team members are associated to the Client Contacts. If not, click on ‘Add New JLL Contact’ and enter Region, Country, Name, Business Line and Role.

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Continue steps d to h. c.

Click on the particular JLL Contact to open up the record for editing of Strength of Relationship and Quality Reference.

d. Select Strength of Relationship. e. Click ‘Save’. f.

Click on ‘Reference’.

g. Select Reference Availability and the score (if applicable). h. Click ‘Save & Close’.

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4a

4b

4e 4c

4f

4d

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4h

4g

5. If client contact is not listed in the existing client contact list. Please proceed to Add New JLL Contact. Refer to sections: a. 3.3.3 – New Client Contact Creation b. 3.3.4 – Add Primary JLL Contact/JLL Contacts c.

3.3.7 – Marketing Lists Subscription

6. Refresh the Account Plan report by clicking on the refresh icon

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Users should see updated information.

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Frequently Asked Questions 1. Should I update the generic information in the Company record?

Users need not edit generic information (e.g., headquarter address). However, users are free to email the Client First Program Manager to request for the change to be reflected. 2. I see that the details of a client contact record in Client First is outdated, may I update?

Yes, you may update the details though it would be good to contact the Primary JLL Contact or Record Administrator to let them know that you will be updating the details. 3. What should I do if the client contact is going to move to a new company (within the Real Estate industry)? a. You may simply move the client contact record to the new Company without having to create a new record. However, remember to update the details such as email, job title and department when moving the record. b. Refer to section 2.3.9 of the Client Contact Management to see the steps on transferring Client Contact record. 4. What should I do when I am informed that there are two duplicate records for the same client contact? a. Make a comparison between the two records and decide which record is more complete. b. Review the Marketing List subscription in the record to be deactivated and ensure that those marketing lists are added to the record which has been selected to remain in Client First. c. Once information and marketing lists are updated in the record selected to remain in Client First, you may proceed to deactivate the other record. 5. Why is Primary JLL Contact a compulsory field? a. A client contact must have a JLL Contact who owns the relationship and update the details when necessary. b. If another user or the Client First Team has any questions regarding the client contact, there will be a ‘go-to person’. 6. Is there additional access required to create or edit a client contact?

No additional access is required to create or edit a client contact. The system captures the person who last modified the client contact record (or any other record).

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7. If I have a number of surveys conducted with the client, is it possible to create just one record and input average score?

Yes, surveys from within the same business lines may be recorded in one survey record in Client First. It will be beneficial to put in a short description (e.g., this is the average score for ten Transaction Management Surveys conducted in 2012). 8. Why can’t I access the Account Plan? Who has access? a. CRM and Account Team members should have access to the Account Plan module. b. If you are the CRM or part of the Account Team and cannot access the Account Plan, please contact the Client First Program Manager. 9. Can I copy the current year Account Plan to create the Account Plan for next year?

Yes, this is possible. Please refer to Option 1 in section 4.4.2 of this guide. 10. Why is the Account Member not appearing in the Account Plan even though the name is in the JLL Contact module? a. Please check if you have indicated the Region to be AP and the Business Line and Role have been properly populated (i.e., Role = Account Lead). b. Check the Service Type in the business line if populated properly. c. Check if you have shared the opportunity (Business Line Team, Regional Team and Solutions Development Team). 11. Reasons why client contacts may not appear in the Account Plan report:

Client Contact is not in Client First. Client Contact is in Client First but: a) the JLL Region field was not indicated as AP, AP-AM, EMEA-AP or Global, and/or; b) not associated to the CRM or Account Team Members (i.e., CRM or the Account Team members are not listed as Primary JLL Contact or JLL Contact). 12. Can I arrange the images in the Account Plan?

Yes, you may arrange the images in the same category in a certain order. Make sure you apply the standard naming convention for all images and number them at the end of the title accordingly. For example, Client Overview-01, Client Overview-02. This will ensure that the image ‘01’ appears first, followed by image ‘02’.

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