Consulting - Clients and CRM
Client feedback - This project for a regional accountancy firm followed the pattern of a number of projects in which we have researched client satisfaction for a range of clients. In this case we interviewed 20 clients in depth, feeding back the results, insights, and recommendations. The marketing partner aimed to increase the focus on client service and learn from the examples of the best relationships. This was successfully achieved via individual and team feedback, and workshops designed and run for the partners’ annual conference.
Readiness for CRM - The success rate of new CRM systems introductions is low. A growing regional firm asked us to conduct a pre-project appraisal to help shape their decisions regarding implementation. Following a series of interviews and innovative workshops around the firm we made our recommendations. The stakeholders (Managing Partner, BD Director and IT Director) were impressed and felt that our approach helped to save money, create a realistic timeline for the project, prevent delays, and increase buy-in.
Key client programme - We redeveloped and launched the key client programme for a top firm of property consultants. This involved prior review and planning, analysis of the client base and historic performance, simplifying and defining key actions and responsibilities, relaunching the programme at the partners’ conference, orchestrating subsequent client team meetings, and motivating lead partners. The subsequent growth rate of key clients exceeded the average growth in the firm’s top 100 clients.
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