I recently visited the North West - PM Forum at the offices of PWC in Manchester to facilitate a session on this topic. I would like to thank the Committee members - Rachel Kelly | LinkedIn, ⭐️Angela Brown | LinkedIn, Ally Lumsden | LinkedIn, Amanda Watson | LinkedIn, Linda Stoddard Read More
Early in December we enjoyed an interactive and productive day at Taylor Wessing (Thank you for hosting!) for a day workshop on “Future Marketing/BD Manager” with PM Forum. This post was prepared for the delegates as a reminder of the key themes and an additional learning resource. Future Marketing/BD Manager – Read More
At recent referrer management and client relationship management training sessions, we 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 – 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
