Client Services

Who answers your email, and what you own when the work ships. We treat the running of your account as a discipline in its own right, and it’s why 98% of our clients stay.

  • 98%

    client retention.

  • 2021

    Southern Phone — partner since 2021, investment up 68% year-on-year.

  • 2024

    NOVUS Glass — partner since 2024, including their Vancouver, Canada work.

Most agencies book account management to overhead. We run it as a service line with its own team and its own pages, because it decides whether the other three disciplines land. Client services at Gudu covers four things: how your projects are run, how your website and content stay current after launch, how the work gets documented, and how the processes around it improve.

One point of contact who works on your account, not a handover chain. A reporting rhythm agreed at kick-off and kept. Documentation written as we go, in plain English, owned by you, because nothing about your own website or campaigns should be a mystery your agency holds. Clients say this back to us: Southern Phone’s Jacqueline Jansse credits “excellent communication skills and on time execution”, and a NOVUS Glass franchisee describes the team as professional, courteous and knowledgeable about the work.

The honest measure of a retainer is whether clients stay, and 98% of ours do. Southern Phone has been with us since 2021 and has lifted its investment 68% year-on-year. NOVUS Glass joined in 2024; the engagement now takes in their Vancouver, Canada work.

Four capabilities

Select a row · go deeper

One contact, a set cadence and full visibility of what’s being worked on and when. No account-manager telephone game.

  • Named contact
  • Weekly status
  • Live project board
  • Scoped briefs
  • Change control
Go deeper — Project Management

The work after launch: updates, publishing and CMS housekeeping so your site doesn’t quietly go stale.

  • Page updates
  • Content publishing
  • CMS housekeeping
  • Metadata upkeep
  • Monthly change log
Go deeper — Content Management

Brand guidelines, handover documents and plain-English runbooks. Everything we build, written down and yours.

  • Brand guidelines
  • CMS how-to guides
  • Runbooks
  • Access register
  • Handover documents
Go deeper — Documentation

We untangle the workflows around the work: approvals, publishing, reporting and campaign handoffs.

  • Workflow mapping
  • Approval paths
  • Reporting automation
  • Naming conventions
  • Run-in support
Go deeper — Process Improvement

Selected work

Southern Phone

Southern Phone and Gudu company logos
  • Client services
  • Advertising
  • Strategy

Southern Phone

Southern Phone arrived in 2021 with mismanaged paid media: broken attribution, inconsistent creative from a patchwork of suppliers, and campaigns set up then left to spiral. The fix was as much client services as advertising.

We rebuilt the strategy, then ran the account the way this page describes, with daily attention and reporting without spin. Account CPA fell $22, and Southern Phone backed the results by reinvesting 68% more in spend year-on-year. They’re still a client today.

Read the Southern Phone case study

Also on the client list: NOVUS Glass — a partner since 2024.