Differentiation is a question that is raised in many of my strategy and business development workshops for professional service firms. Differentiation is the process of identifying a difference between your own and competing products or services that has some value to clients. Differentiation provides sustainable competitive advantage. So this article Read More
This post contains summaries of two research reports on Client Experience Management CEM – one focusing on law firms and the legal market and the other of B2B customer experience – where the legal sector is considered - as a comparison. Client Experience Management CEM – Two research reports. The Read More
I recently attended The Law Society’s Law Management Section conference (#LMSConf2017 https://events.lawsociety.org.uk/ClientApps/Silverbear.Web.EDMS/public/default.aspx?tabId=37&id=1428&orgId=1&guid=1155d437-8a7a-467d-87cf-2c38cfd6fbe3) There were lots of excellent presentations and this blog (one of three about the event) summarises the information relating to Client Experience Management (CEM) and what we can learn for professional services marketing. Andrew McMillan (@EngagingService) was formerly Read More
My conference report for the Professional Marketing Forum’s 21st Conference “All about the journey” which focused on Client Experience Management (CEM) was published in this month’s edition of Professional Marketing magazine http://www.pmforum.co.uk/pm-magazine/pm-magazine.aspx . It’s hard trying to tease out the most important insights from what proved to be a jam-packed Read More
At last week’s “Marketing planning in a nutshell” workshop by Professional Marketing Forum http://www.pmforum.co.uk/training/ the delegates requested that I write a blog on selecting strategies. The first part of the session focused on the marketing audit – analysing internal and external sources of information in order to identify strengths, weakness, Read More
