From “I know my clients” to “We know our clients”

Forward-looking firms are transitioning to a model where fee-earners and Marketing/BD teams can confidently say “WE know OUR clients”. This means decision-makers across the firm have a shared view of what the client base is experiencing now and needing next.

Saying “I know MY clients” is no longer enough to protect and grow revenues.

Forward-looking firms are transitioning to a model where fee-earners and Marketing/BD teams can confidently say “WE know OUR clients”. This means decision-makers across the firm have a shared view of what the client base is experiencing now and needing next.

The last year has shown that client needs, expectations and priorities can change quickly. Digital transformation and remote working have changed how services are delivered. They’ve also reset client expectations.

Not all clients, and not all the time.

But keeping your finger on the pulse means having everyone on the same page.

It means being able to quickly discover new client needs and how the firm is meeting new expectations.

This agility can’t come from client feedback that’s stuck in separate spreadsheets or only known by one client team.

This agility comes from having continuous feedback intelligence.

As Shep Hyken puts it:

“Your customers no longer compare you to your competitor. They compare you to the best service they ever had… from anyone.”