At the recent Professional Marketing Forum conference (I wrote a review for the magazine which was published on 1st November) http://www.pmforum.co.uk/magazine/ futurologist Chris Yapp gave his view on the future of professional firms. He referred to the recent research by Deloitte/Oxford University which focused on the impact of artificial intelligence Read More
I wrote the lead article on “Marketing to the elderly” in Private Client Adviser magazine back in September 2008 http://www.privateclientadviser.co.uk/feature/financial-planning/cover-story-marketing-legal-services-grey-market and have worked with the private client teams of many law firms since then. So it was nice to be invited to address accountants on the subject at the “Elderly Read More
Profitability through dinosaurs? Often during my training sessions on client service, client management, relationship management or key account management (KAM) with lawyers, accountants and surveyors I’ll spend some time drawing dinosaurs. And last week I was finally persuaded to share my ideas on a blog. Onwards plods the Diplodocus You Read More
You would expect a book coming from the folk at Cambridge Marketing College to be good. And it is. Unusually, it’s not a text book – there’s little theory within it. But it’s a fabulous collection of case studies, best practice and insight from a glittering array of the great Read More
Last week I facilitated a CLT seminar on “Client care, client service and client retention” http://www.clt.co.uk/course/Client-Care-Service-Excellence-and-Retention/ Whilst we covered a lot of material relating to understanding commercial and consumer client needs, engaging everyone in responding appropriately at all touch points and best practice in day-to-day service delivery, client care and relationship Read More
