Client journey mapping Archives

Book review (Research): The client feedback playbook – How professional services firms can thrive using client insight by Graham Archbold
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Book review (Research): The client feedback playbook – How professional services firms can thrive using client insight by Graham Archbold

Accountants, Kim's Blog, Lawyers, Management Skills, Marketing, Relationship Management, Statistics and trends

Book review (Research): The client feedback playbook – How professional services firms can thrive using client insight by Graham Archbold

Client listening, research and insight are the lifeblood of professional services marketing. Because marketing is about anticipating and meeting client needs profitably. And client research is required for just about everything including: needs analysis, strategic planning, marketing planning, branding, key account management (KAM), targeting, service delivery, client experience management, pitching Read More

Kim Tasso2026-01-07T10:08:43+00:00January 7, 2026|Accountants, Kim's Blog, Lawyers, Management Skills, Marketing, Relationship Management, Statistics and trends|

Pick up the phone – Telephone trade offs
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Pick up the phone – Telephone trade offs

Kim's Blog, Relationship Management, Selling

Pick up the phone – Telephone trade offs

At the recent MBL workshop on “Pick up the phone – client service and sale opportunities for professionals” we looked at the role of telephone calls in sales and service, managing inbound calls and making outbound calls. One theme that arose was the delicate balance to be achieved during a Read More

Kim Tasso2025-10-23T18:31:31+01:00October 23, 2025|Kim's Blog, Relationship Management, Selling|

Cross-selling and referrer management – Past, present and future
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Cross-selling and referrer management – Past, present and future

Accountants, Kim's Blog, Lawyers, Marketing, Relationship Management, Selling, Strategy

Cross-selling and referrer management – Past, present and future

Having worked in professional services marketing (at legal, accountancy, property and consultancy firms) for almost three decades I have spent a lot of time working on cross-selling and referrer (referral) management initiatives. This includes internal referrals (cross-selling) and external referrals (both from existing clients and third party intermediaries). A recent Read More

Kim Tasso2025-09-15T11:33:19+01:00September 13, 2025|Accountants, Kim's Blog, Lawyers, Marketing, Relationship Management, Selling, Strategy|

CIM’s hype-free guide to AI agents for marketers
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CIM’s hype-free guide to AI agents for marketers

Kim's Blog, Marketing, Statistics and trends

CIM’s hype-free guide to AI agents for marketers

In August, I attended a CIM webinar Events | CIM on hype-free guide to AI agents for marketers. The presenter was Kerry Harrison. It was a fascinating talk providing a glimpse of the future covering creativity, productivity and automation for marketing. It was possibly the first time I fully grasped Read More

Kim Tasso2025-09-08T16:34:55+01:00September 7, 2025|Kim's Blog, Marketing, Statistics and trends|

Aims of Marketing and BD (MBD) Assistants: Knowledge, specialisation, decision-making processes and relationships
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Aims of Marketing and BD (MBD) Assistants: Knowledge, specialisation, decision-making processes and relationships

Kim's Blog, Marketing

Aims of Marketing and BD (MBD) Assistants: Knowledge, specialisation, decision-making processes and relationships

At the PM Forum - PM Forum “Professional and Practical Skills for Marketing and Business Development (MBD) Assistants” training workshop last week we welcomed delegates from legal and accountancy firms in London, the Midlands and the North of England. Over half had formally studied MBD. 21% felt that they would Read More

Kim Tasso2025-04-17T15:34:32+01:00April 17, 2025|Kim's Blog, Marketing|