Are you looking after your clients?
Client research is an essential tool of client service and
relationship management, and is a leading indicator of
performance. It provides insight into the effectiveness of a
firm’s operations, the strength of its market position,
emerging issues and opportunities, and problem areas
warranting attention.
Surprisingly, in the professions, client research is
generally used infrequently—it is common for even the
largest firms to have never conducted independent research
on their own client base and target markets. This is a
serious omission.
The market place has changed from a
client-focused to a client-driven environment and clients’
views are extremely important. Therefore, we urge firms to
develop a formal, structured process for capturing the
client’s perspective more broadly. This will help ensure
that a firm will continue to meet the needs and expectations
of its clients better than competitors.
The Professional Business Group can help you develop and
implement a state-of-the-art Client Service and Relationship
Management programme.
Our services in this area
include:
- Client interviews
- Client team and key account programs
- Client, target and marketplace studies
- Marketing resource effectiveness
- Image penetration studies
- Client preference assessments
- Industry trends analyses
- Client satisfaction studies
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