Relationships are critical to the future success of a firm
There is always the risk that clients move away when conversations and the level of engagement fades or key members of your team move away.
You fail to leverage the true potential within the client asset because your team are talking to the wrong people within the client. A missed cross-sell is your competitions open door.
If this happens for clients, it happens for referrers too. Feeling under-served they too move away.
The cost mounts and will be exposed when the life-time value of a client leaves the revenue stream. Weighed against the cost of acquiring new clients the loss accumulates.
Getting on top of knowing the total spend on the services your market, the percentage of wallet share you win from a client, how much key referrers generate for you and referring elsewhere is vital. Ensuring you are managing these key relationships effectively is vital to this dynamic.
Insights
Engagement
Frequency
Succession
Client Sense
The Problem
- There isn’t a clear view of email communication between the firm and key clients. Opportunities are being missed.
- You are managing who the right people must be on both sides of the relationship.
- You can’t correlate communication with the services your clients are engaged with.
- You are not measuring the frequency of communication with our referrers and as a result opportunities are being missed.
- When a colleague leaves, you don’t have a clear picture of the communication patterns with the client and ideas about the ideal successor.
The Solution
- Client Sense provides a clear view of email traffic between ourselves and our key clients –across the firm.
- Client Sense enables the firm to understand who the right people are on both sides to open up new topics of discussion.
- Client Sense ensures your team can see which service lines are engaged with clients
- Client Sense monitors contact with your key referrers measuring the frequency of the communication from within the firm.
- When a colleague leaves, Client Sense enables you to understand communication patterns and provides insights into the best person to be the successor.
- When looking at opportunities Client Sense provides management with the insight into what the likely success will be based on the communication patterns. Little or no communication would indicate a low probability of success.
Symphony solutions to solve this
Client Sense
No data entry just connect to Outlook
Client Sense
Fast implementation, up and running within days
Client Sense
Flexible License terms.
Get in touch today
Talk to us about getting your software application platforms working together to support your firm’s organisational objectives and strategic goals…