Kim TassoKey Account Management (KAM) – Top 10 tips for designing and implementing a KAM programme
Posted on: August 25, 2018
Delegates (representing experts and beginners from law firms, accountancy practices, technology consultants and actuaries) at a recent training session by http://www.pmforum.co.uk/training.aspx on Key Account Management (KAM) selected the following top 10 tips for designing and implementing a KAM programme in a professional services firm. Designing the Key Account Management (KAM) programme 1. Adopt a long […]
Client satisfaction benchmarks – How do you measure up?
Posted on: May 31, 2018At recent referrer management and client relationship management training sessions http://www.mblseminars.com/Outline/Developing-More-Work-from-Referrers-_-Intermediaries/5770/ , we have talked about NPS (Net Promoter Score) which measures the propensity or likelihood of recommendation and how it is rapidly becoming the standard measurement of client satisfaction in professional service firms. Several people have asked about client satisfaction benchmarks – How do […]
System review – Intapp integrates technology and information across the client life cycle
Posted on: May 30, 2018
As part of my ongoing review of technology systems supporting professional service firms (PSFs), I went along recently to speak to Mark Bilson of Intapp. Intapp is an interesting cloud-based platform as Intapp integrates technology and information across the client life cycle at a firm – once understood the potential impact of the platform is […]
System review: Performance management in the professions – Performance Leader system
Posted on: May 8, 2018
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 […]
Non-Executive Directors: Benefits for professional service firms
Posted on: April 27, 2018
It has been my great pleasure to have been a Non-Executive Director (NED) for various professional service firms for many years. I currently hold two such positions for property professional practices (see http://kimtasso1.wpengine.com/consultancy/non-executive-director/). I thought I would share my experiences of the role and talk briefly about Non-Executive Directors: Benefits to professional service firms. The […]