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The Road to Client Assessment: Travel Tips (Presentation)

The importance and process of client assessment
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This presentation discusses client assessment (CA) using travelling terminology. It identifies various stages in the trip and explains the features of each of these stages.

The presentation states that:

  • The destination/ rationale of CA is to address the following issues:
    • Market research to develop new products;
    • Client satisfaction for specific research work;
    • Understanding why clients leave a program.
  • The itinerary/client assessment objectives include:
    • Determining what the microfinance institution wants to understand about its clients;
    • The kind of CA work it wants to undertake.
  • Getting the passengers on board includes involving appropriate departments and people;
  • The travel cost includes:
    • Making sure the necessary finance is available;
    • Looking at cost as an investment;
    • Using external funds if necessary.
  • Choosing the right car for the trip includes choosing the right client assessment techniques;
  • Getting supplies/assessing human resources includes determining who will perform the functions of decision-making, supervising, etc;
  • Taking the trip/designing and implementing the research includes deciding:
    • The indicators to follow;
    • Collection and analysis of data.
  • Writing the travelogue/ reporting on the research work includes:
    • Identifying a need for information;
    • Determining the best method of communication.
  • Sending postcards includes communicating changes with clients and staff;
  • Reviewing the client assessment plan includes returning to the original plan, evaluating it and making necessary adjustments.

The presentation concludes by reiterating the importance of client assessment.