Book review – Advanced Marketing Management: Principles, skills and tools by Nikolaos Dimitriadis, Neda Jovanovic Dimitriadis and Jillian Ney

Posted on: May 29, 2019 Book review – Advanced Marketing Management: Principles, skills and tools by Nikolaos Dimitriadis, Neda Jovanovic Dimitriadis and Jillian Ney

I read and review a lot of books but this was one – Advanced Marketing Management: Principles, skills and tools by Nikolaos Dimitriadis, Neda Jovanovic Dimitriadis and Jillian Ney – is one of the best I have come across for a while. I have sung its praises to many people already. It offers insight and […]

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Client Feedback – From the horse’s mouth: The Crown Estate, Surrey County Cricket Club and JUUL Laboratories (2018)

Posted on: November 8, 2018

At the 2018 Professional Marketing Conference (see http://kimtasso.com/professional-marketing-forum-conference-report-2018-the-bare-necessities/), there was the usual client panel where clients of legal, accountancy and property professional services firms gave their views on marketing and client service. Continuing the series of Client Feedback – From the horse’s mouth: The Crown Estate, Surrey County Cricket Club and JUUL Laboratories provide their […]

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Client Experience Management (CEM) – Research into the client journey at law firms

Posted on: July 20, 2018 Client Experience Management (CEM) – Research into the client journey at law firms

Whilst presenting a paper on strategic marketing at a recent professional services marketing conference in Sussex http://kimtasso.com/strategy-silos-is-marketing-guilty-too-align-integrate-focus-educate-and-champion/, one of my fellow presenters was Jonathan Winchester, chief executive of insight6 Limited https://insight6.com/ (which some of you may know as Shoppers Anonymous). He gave a fascinating talk about Client Experience Management (CEM which some refer to as […]

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System review: Performance management in the professions – Performance Leader system

Posted on: May 8, 2018 Performance management in the professions - Performance Leader system

I caught up with Paul Lemon, previously of the Professional Marketing Forum and now Managing Director of Performance Leader, on one of his many trips to the UK since relocating to Perth, Western Australia (which he tells me is just a 17hr non-stop flight from London!). Paul spends around 30% of his time in the […]

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Legal market research – Perceptions and needs of consumers and small businesses

Posted on: April 24, 2016

I regularly facilitate a public training session for CLT on “Client care, service excellence and retention” http://www.clt.co.uk/course/Client-Care-Service-Excellence-and-Retention/. During the workshop we spend time considering various legal market research reports. I have blogged a lot about commercial client research and the needs of general counsel in the past (see the related links below). This blog supplements […]

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