It can be easy to bury your head in the sand and avoid asking clients and customers how happy they are.
But this misses a huge opportunity.
We all know that developing existing relationships is significantly more profitable than bringing in new business, yet structured relationship management can be the last thing we consider in the marketing and business development plan.
At ELE Global we have significant experience in helping organisations to better understand existing clients/customers, to identify key organisations for relationship management and development, to report on accounts, and to generate meaningful feedback that can underpin strategic planning, growth and change.
Whether you need us to take the whole challenge off your desk and structure a research and survey process, implement new policies, procedures and documentation, or train your teams on best practice, we’ll help you to develop more profitable client relationships. Importantly, we’ll also help you to leverage this to better understand the types of clients and customers that you’re looking for in the future.
Client care: microsurveys v. the annual review questionnaire
If you struggle to know what works when you’re converting leads into prospects and then clients, you are not alone. If you are unsure whether you are keeping existing clients happy and providing them with the services they need, again you are not alone. Marketing...
What is the difference between a lead and a prospect?
Question: how many lawyers does it take to make a sale? Answer: none, because lawyers don’t 'make sales', they 'do business development’. So, having got the joke/observation/objection/grumble out of the way, for the purposes of this article let’s deal in plain...
The growing importance of offline networking
Science has proven that children who spend five days without a smartphone or digital screen can read human emotions better than those who stay online. This tells us the importance of face-to-face contact, but we live in a digital age where much of the work of a modern...
Embracing the SRA’s new rules on transparency
As of December 2018 the rules - for all firms, regardless of size - are changing over what charging and service information law firms regulated by the Solicitors Regulation Authority (SRA) must display on their websites. The new rules have been approved by the Legal...
The ROI of Legal Directory Submissions
Legal directory submissions are very much viewed as a “love it or hate it” part of marketing. It doesn’t matter whether you’re law firm management, marketing or an individual solicitor… they’re an ‘eyes-rolling’ time of year… and, whilst EVERYONE says they’d like to...