---
title: "Client Services: How We Run Your Account | Gudu"
description: One point of contact, a set reporting rhythm and documentation you own. How Gudu runs client accounts, and why 98% of them stay.
canonical: https://gudu.com.au/services/client-services/
---

# 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.

**Proof**

- 98% client retention
- [Southern Phone](https://gudu.com.au/southernphone/) — partner since 2021, investment up 68% year-on-year
- [NOVUS Glass](https://gudu.com.au/novus-glass/) — partner since 2024, including their Vancouver, Canada work

## Why Gudu

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

- [Project Management](https://gudu.com.au/services/client-services/project-management/) — One contact, a set cadence and full visibility of what's being worked on and when. No account-manager telephone game.
- [Content Management](https://gudu.com.au/services/client-services/content-management/) — The work after launch: updates, publishing and CMS housekeeping so your site doesn't quietly go stale.
- [Documentation](https://gudu.com.au/services/client-services/documentation/) — Brand guidelines, handover documents and plain-English runbooks. Everything we build, written down and yours.
- [Process Improvement](https://gudu.com.au/services/client-services/process-improvement/) — We untangle the workflows around the work: approvals, publishing, reporting and campaign handoffs.

## Selected work: 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](https://gudu.com.au/southernphone/)

## Related services

- [Advertising](https://gudu.com.au/services/advertising/) — media strategy, planning and the paid accounts this discipline keeps on track
- [Web Development](https://gudu.com.au/services/technology/web-development/) — web builds we hand over documented, then keep updated
- [Analytics](https://gudu.com.au/services/technology/analytics/) — analytics and conversion tracking behind every report we send
- [Project Management](https://gudu.com.au/services/client-services/project-management/) — how we run your projects week to week
- [Documentation](https://gudu.com.au/services/client-services/documentation/) — the documentation you keep if we ever part ways

[Let's talk](https://gudu.com.au/contact/)