A Copernican revolution. With the Polish astronomer, everything changed: no longer the Earth at the centre of the solar system, but the Sun with the planets orbiting round it. CBRE has done the same thing on a much smaller scale: first comes the client with its needs, then the product and not vice versa. Following the traditional approach, companies tried to improve quality focusing only on their own production processes with results that were not always satisfactory from the point of view of efficiency. But with the “Client Care” approach the relationship with the client comes first and is innovated and renewed: then – later – the product, management of the business units, the service offered, the geographical location of the offices and the degree of satisfaction of its managers.
"IN THE “CLIENT CARE” APPROACH, ADOPTED BY CBRE IN RECENT MONTHS, THE RELATIONSHIP WITH THE CLIENT COMES FIRST, AND IS INNOVATED AND RENEWED; THEN – LATER – THE PRODUCT."
This change, adopted in recent months by CBRE, thus introduces a strong distinguishing element which is an improvement compared to the past: a change of philosophy, put into practice by a new business unit that puts the client at the centre of every initiative, thus shifting attention away from the corporate structure.
Join forces in order to win
A multi-disciplinary team. That is the secret for implementing so-called “Client Centricity”, which means putting the needs of the client at the centre of the corporate solar system. A carefully designed dedicated team makes it possible to establish effective collaboration, leveraging our points of strength and joint strategies to face up to the challenges of the market with an approach that is as face-to-face as possible. This approach, which is an essential element of CBRE’s new market repositioning strategy, enables us to move in perfect harmony with our clients.
"CBRE PUTS AT THE CLIENT’S DISPOSAL A CAREFULLY PLANNED TEAM THAT MAKES IT POSSIBLE TO ESTABLISH AN EFFECTIVE COLLABORATION, LEVERAGING OUR POINTS OF STRENGTH AND SHARED STRATEGIES TO FACE UP TO THE CHALLENGES OF THE MARKET."
In the United States and in Britain “Client Centricity” has already had results. For example, it has fostered the development and strengthening of relationships in the long term, enabling us to give a better service, one much more in line with market needs. Italy too has obviously become a strategic and integral part of this global model, which has the aim of continually improving the long-term relationship with clients.
The client? A member of the team
The key to success is working as a team. Not just alongside clients, but trying to integrate with them. This means having an in-depth understanding of their needs, supporting them in the various situations and, above all, developing strategic solutions to meet the new challenges of the market. Using this new approach, we can offer our interlocutors an innovative and alternative channel of communication, which can bring new ideas and guarantee synergies. In this perspective, dedicated multi-disciplinary working groups are set up: thanks to the different competences present in the company, we can accompany clients in their every-day business challenges, making our competences available to them.
Monitor in order to improve
Always improving. This is why we at CBRE not only offer consulting services that meet clients’ requirements, but also aim to “cultivate” and regularly measure and test clients’ trust in us, in the certainty that trust is an essential factor for developing a mutually profitable relationship in the longer term.
"CBRE OFFERS NOT ONLY CONSULTING SERVICES THAT MEET CLIENTS’ REQUIREMENTS, BUT AIMS TO “CULTIVATE” AND REGULARLY MEASURE AND TEST CLIENTS’ TRUST."
The action process is cyclical and is based on a careful monitoring of the client: we try to understand their current situation and their specific needs. In this way we can anticipate their needs and identify new areas for development. The objective? To achieve excellence together, which becomes the main objective with the client at the centre of the whole process.