Client Experience Management (CEM) – Nine takeaways (Perspective, Emotions, Tension, Journeys, Involvement, Tangible, Systems, Technology, Process)

Posted on: June 19, 2019 Client Experience Management (CEM) – Nine takeaways (Perspective, Emotions, Tension, Journeys, Involvement, Tangible, Systems, Technology, Process)

In April, the delegates at the Client Experience Management (CEM) workshop at Professional Marketing Forum https://www.pmforum.co.uk/training.aspx  identified the following nine takeaways: 1. Adopt the client’s perspective Whilst it is easy to see the business benefits of a Client Experience Management programme in terms of consistency of quality and care, it is critical to adopt the […]

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Key Account Management KAM in a nutshell

Posted on: December 19, 2017 Key Account Management KAM

I was delighted to address the Professional Marketing Forum Scotland members last week in Edinburgh. The topic they choose was Key Account Management KAM in a nutshell – so I presented information on “text book” theories as well as lots of stories from my experiences on the “front line” of KAM strategy and development in […]

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Book review: Rainmakers and Trailblazers – A practical step-by-step guide to effective business development for lawyers showing how their support teams can help

Posted on: December 18, 2013

At the end of November 2013, I submitted the 65,000 word manuscript to Legal Monitor for my fourth book. Whilst there are a number of existing books on business development for lawyers this one is different for a number of reasons: For all shapes and sizes of lawyers – whether you are in a large […]

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Professional services client feedback – Thomson Reuters and Menzies Aviation

Posted on: October 6, 2013

One of the most valuable sessions at the annual Professional Marketing Conference  is where a panel of clients are asked questions about how professional advisers can improve their services and market more effectively to them. Client feedback is always useful. This year’s line-up – moderated by Elliott Moss, Director of Business Development at Mishcon de […]

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Book review: The seven keys to managing strategic accounts – Sallie Sherman, Joseph Sperry and Samuel Reece

Posted on: June 28, 2013

A while back I blogged about some of the best books on account management http://kimtasso.com/getting-to-grips-with-key-account-management-kam but I omitted to mention this book (Seven keys to managing strategic accounts) which was published in 2003. It’s important because it is a joint effort with Miller Heiman – the creators of strategic selling® – and is based on interviews […]

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