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.
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Is client experience really a new differentiator?
In April 2019 Lexis Nexis published a report entitled ‘Client Experience - the new differentiator for law firms’. It opened with the following: The marketplace for top 50 law firms in the United Kingdom continues to be challenging. What is it about the legal sector...
ARTICLE 2: Understanding what everyone thinks
In the last article we looked at the structure of your marketing - think of it like the frame and foundations of your house. It’s the area that firms and chambers most often fall down on. To be honest there is a culture of looking after clients (admittedly with...
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...