Key Account Management KAM – Managing key client meetings

Posted on: July 24, 2017 Managing key client meetings

At a recent training workshop on helping fee-earners with Key Account Management KAM – the delegates requested that I write about how to manage key client meetings. Further details of this course can be found here http://www.pmforum.co.uk/training.aspx What often happens My observation is that at the start of a Key Account Management or Key Client […]

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Why Client Experience Management CEM is all the rage…

Posted on: July 13, 2017

Client Experience Management CEM is all the rage. It was the theme of last year’s Professional Marketing Forum conference, there have been fantastic PM Forum events by Paul English of Grant Thornton and other notable experts and I recently led PM Forum’s first training workshop on the topic. But it’s not new. Decades ago there […]

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Client Experience Management CEM – Two research reports

Posted on: April 25, 2017

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. The unbalanced scorecard – How firms profit by recalibrating service performance and value for […]

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Legal marketing case studies – Digital marketing at The Law Society Law Management Conference 2017

Posted on: April 25, 2017 Private client lawyers

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) summarises the information relating to legal marketing case studies. The Law Society At the start of the conference Robert Bourns, President of The Law Society, mentioned that The Law Society’s campaign […]

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Client Experience Management CEM – Lessons from John Lewis and other consumer services (Law Society Law Management Conference 2017)

Posted on: April 25, 2017 Private client lawyers

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 head of customer services at […]

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