A client relationship management strategy is not complete without a client feedback programme in place, which incorporates your firm’s vision and objectives.

Having been in the client feedback business for over 25 years, we have seen the concept evolve and adapt to the current needs of the professional services industry.

Forward thinking firms recognise the power of effective client feedback, and incorporate it into their key account management strategy. To stay ahead of the competition you have to understand how to work most effectively with your clients.

Client Feedback

Gaining feedback at any stage of a decision or business development is essential, as it is the only direct way to ensure you have incorporated the vision of your clients, and are making decisions based on what will ultimately generate more revenue.

There are a number of different interview methods and approaches, from an in depth face to face, to a generic post matter web survey, all with their individual merits.

Account Planning

Once feedback has been gathered, the findings can be incorporate into the usual account planning process.

Key Account Management

To work on a client account strategy you must first know what it is your client wants, and how they perceive their relationship with the firm. Effective account management cannot be one sided, so incorporate their feedback to make an informed decision.

Service Team Delivery

Regardless of the interview method you have chosen to take, it is important to have a follow up plan in place once the information is gathered.

Through experience and knowledge we have adapted CustomServe, our client feedback technology that allows you to input client data, and receive aggregate reporting features. The benefit of having a software platform behind your chosen approach, is you can be assured you are getting the most out of the data gathered, and are able to analyse and present your findings in the most effective way.