Client journey

How to engage fee-earners in the M&BD planning process?

At the recent PM Forum workshop on “Marketing and Business Development Planning in a Nutshell” the key issue to emerge from delegates was “How to engage fee-earners in the M&BD planning process?”. Delegates were from law and accounting firms with a variety of reasons for attending: a new role or Read More

2023-08-01T08:54:34+01:00August 1, 2023|Kim's Blog, Marketing, Strategy|

Managing client complaints – Process, anger and apologies

Many firms – particularly since the rapid digital transformation resulting from the Covid crisis – are focussing on improving the User Experience (Ux) and Client Experience Management (CEM). But there are always occasions when things don’t go to plan, errors are made, expectations are not met or there are delays Read More

Client Experience Management (CEM) – Research into the client journey at law firms

Whilst presenting a paper on strategic marketing at a recent professional services marketing conference in Sussex http://kimtasso.com/strategy-silos-is-marketing-guilty-too-align-integrate-focus-educate-and-champion/, one of my fellow presenters was Jonathan Winchester, chief executive of insight6 Limited https://insight6.com/ (which some of you may know as Shoppers Anonymous). He gave a fascinating talk about Client Experience Management (CEM Read More

2018-07-20T11:51:42+01:00July 20, 2018|Kim's Blog, Lawyers, Marketing, Relationship Management|
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