Real CRM – 20 Top Tips

Posted on: August 4, 2009

The following is an extract from an article called “From messing around with databases to real client relationship management” published in the current edition of PSMG magazine: …So. The mismatch between this unholy trinity (marketers, fee-earners and clients) is understood. But what do we do about it? 1. Change attitudes – Take time to understand […]

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Complacency in client relationships – Why don’t they learn?

Posted on: January 26, 2009

A key part of my work is interviewing the clients of my clients to find out how satisfied they are with the service provided. Generally, I am really pleased to hear that the various lawyers, accountants and surveyors are doing a really fabulous job creating good, strong relationships where they have a deep knowledge of […]

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Relationships – Better the second time around?

Posted on: December 2, 2008

It’s interesting when stuff in your personal life echoes stuff in your work life… Take romantic relationships. There is generally a view that you don’t go back to old ones – you’ve been there and done that. Most people move on and don’t look back – unless you do that reflective thing where you think […]

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The wonder of collaborative workspaces

Posted on: October 6, 2008

I have just started a new strategic review project with a medium sized partnership (around 25 partners) in an international market aligned to the legal sector. As I will be working – for the next few months – from their offices in London, from their offices around the regions and from my office at home, […]

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Permission to speak to the client, Sir

Posted on: September 18, 2008

At last week’s PM Forum Global Conference there was a panel of real live clients (one or two of them lawyers at Magic Circle firms in previous lives) who talked candidly about their experiences of professional advisers. It was a refreshing and invigorating session. Senior in-house lawyers and company directors asking for their professional advisers […]

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