They’re Partners, Not Clients
Over the past several years, Imagination has come to understand the importance of customer relationships to insuring business success. During the early years of our custom publishing business, we successfully grew the company by focusing intensely on driving new business opportunities. While the strategy worked, we too often found ourselves needing to replace lost clients. In the newspaper business, we called it churn. Often times it was because the client’s budget was cut, or a personnel change at the client or they decided to try something new. Like the time a client decided to eliminate their very successful custom magazine in order to pay for sponsoring seat cushions at the Super Bowl. They did it one year and the custom magazine was gone, the Super Bowl sponsorship was gone, the great ROI was gone and soon after the CMO was gone too.
Occasionally, our intense focus on developing new clients caused us to underestimate the opportunities that we had with existing clients. Eventually, we realized that our best opportunities for growth came from clients where we had moved beyond a client/vendor arrangement to a valued partner relationship.
For years, we had used terms like customers and clients to describe our relationships but the reality was that they weren’t really relationships because they were based on “I need something and you can sell it to me” rather than a much more intertwined partnership. And it’s true partnerships with partners who understand, value and are willing to invest in custom content and publishing services that are they key to long-term success for both parties.
Like every company, we began 2009 unsure of the effects that the global recession would have on our business. We’ve seen some losses but we have more than made up for them with new business opportunities from existing partners and new clients who were seeking the full range of strategic custom content strategies that we provide. We take pride in the fact that many of our largest partner relationship have been in place for more than five years and that our business with them has consistently grown. In the end, isn’t that what a successful relationship is all about? The opportunity for both parties to grow by understanding each other’s needs and expectations while working together in a spirit of mutual respect and trust.
Business relationships don’t happen on day one. It takes time to develop and nurture a partnership so that both sides benefit from the relationship over the long run. We’re proud of our partnerships with some of the world’s leading companies and trade associations.
