As I’ve been exploring the role of AI in client management, I decided to put ChatGPT to the test. With Google Maps being such a widely used tool powered by AI – machine learning, computer vision, and natural language processing – I asked how businesses could apply similar ideas to managing clients.

ChatGPT’s suggestions were broad and interesting, touching on real-time data, predictive insights, and personalisation, but some ideas felt suited to organisations with IT teams and big budgets. So, I asked: What would be practical and achievable for small to medium-sized businesses (SMEs) with limited budgets?

The results helped me separate big-picture possibilities from actionable steps SMEs can implement today. This blog is a result of that exploration: lessons from Google Maps and how SMEs can apply them using accessible AI tools like ChatGPT.

Key Lessons from Google Maps for Client Management

  1. Real-Time Data for Better Decisions
  • Google Maps example: Dynamically updates routes based on live traffic.
  • For client management: Track client interactions and flag risks, like a drop in engagement or negative feedback.
  • SME Tip: Use ChatGPT to summarise client emails or meeting notes and surface key risks or opportunities.
  1. Personalisation at Scale
  • Google Maps example: Suggests coffee shops based on your preferences.
  • For client management: Analyse client history to offer tailored solutions or upsell opportunities.
  • SME Tip: Use generative AI to draft personalised emails or proposals aligned with client needs.
  1. Simplifying Complex Processes
  • Google Maps example: Makes navigating cities effortless with step-by-step directions.
  • For client management: Streamline onboarding, reporting, or renewals to enhance the client experience.
  • SME Tip: Automate onboarding guides, FAQs, or meeting summaries using ChatGPT and tools like Otter.ai, which transcribes meetings and generates action-oriented notes. This reduces the time spent on documentation and ensures nothing falls through the cracks.
  1. Predictive Insights for Proactive Support
  • Google Maps example: Predicts traffic conditions and suggests alternate routes.
  • For client management: Spot patterns like reduced engagement or seasonal needs to act before problems arise.
  • SME Tip: Use AI tools to identify trends in client behaviour and schedule proactive check-ins.
  • Bonus Idea: AI Agents for Repetitive Tasks
    Many generative AI platforms, allow you to set up agents that can perform recurring tasks. For example:

      • Drafting weekly email check-ins for key clients.
      • Sending reminders to your team about client follow-ups or report deadlines.
      • Collating data from multiple sources (eg CRM or spreadsheets) into a summary format for client reviews.

    Tools like Zapier or Make can help you connect ChatGPT with your existing systems to create simple, automated workflows – without needing coding expertise.

Making These Lessons Practical for SMEs

Even without a large IT budget, SMEs can leverage accessible AI tools to:

  • Analyse client data: Summarise emails, meetings, or CRM exports to highlight trends and opportunities.
  • Automate communication: Create templates for follow-ups, reports, or onboarding.
  • Build a knowledge base: Draft FAQs or guides to reduce repetitive client queries.
  • Identify risks early: Set up workflows with tools like Zapier to automate alerts based on client activity.

These steps make advanced AI concepts achievable, even for lean teams.

AI May Already Be in Your CRM – Are You Using It?

Many businesses already have access to AI-driven features in their CRM systems, whether in their existing setup or an upgraded version. These built-in AI tools can enhance client management by automating routine tasks, surfacing insights, and predicting client needs – without requiring separate AI tools.

  • Real-time insights: Some CRMs, like HubSpot and Salesforce, use AI to flag at-risk clients based on declining engagement or sentiment in emails.
  • Automated personalisation: AI in CRMs can suggest follow-ups, create personalised email sequences, and even prioritise leads based on predicted likelihood to convert.
  • Process automation: Many CRMs can automatically generate reports, schedule follow-ups, or suggest next steps based on past client interactions.

💡 SME Tip: If you’re already using a CRM, check whether AI-powered features are included (or available in an upgraded version). You may already have AI-driven insights at your fingertips – it’s just about enabling them.

Balancing AI with the Human Touch

While AI can automate and enhance, building trust and rapport remains firmly in the human domain. AI might flag a client as “at risk,” but it’s your personal call or meeting that strengthens the relationship. Use AI to do the heavy lifting on data and insights, freeing you to focus on connecting with clients.

Looking Ahead

This exploration has shown me how AI tools like ChatGPT can help not only businesses but also my own thinking as I refine these ideas. I’ll continue delving into this with my clients and in future blogs.

If this resonates with you, I’d love to hear your thoughts – what excites you about AI in client management? What challenges do you see?

Also, if you’re interested in exploring this further, I’ll be speaking at the Human+AI Summit in February. Learn more about the event here.

If you’re ready to explore how to transform your client management strategy, contact Sharon for a complimentary 30-minute discovery call.

Photo: Rubaitul Azad on Unsplash