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 […]

Read More

Marketing is dead, long live selling?

Posted on: August 10, 2009

Last week, I had a good chat with a guy who was one of the first people to be appointed as a “salesperson” at a professional service firm several years ago – as part of my research for an article on business development careers in the professions. I explained that I see the business development […]

Read More

Original branding by Matt Playford · A site by Fresh01