"Client listening is the single most important marketing activity."
- Paul Amit, Head of Sector and Client Marketing, DLA Piper.
Forward-thinking firms know that listening effectively to their
clients is crucial for improving client service, value, retention,
and, ultimately, profitability. It can also help future-proof your
firm by embedding client relationships, and anticipating client
needs. Client Listening: Why It Pays and How to Do it, will show
you how to design and implement effective client listening
programmes and act on the intelligence gleaned to secure these
critical benefits for your firm. It highlights the important
factors that must be considered before launching a client listening
programme, and offers practical advice to ensure its success.
Topics include how to: * Identify the role of client listening
within your firm's broader CRM and BD initiatives; * Overcome
typical objections from individual lawyers to engaging in client
listening; * Determine the type of client listening activities
which best fit your firm's culture, budget, timetable, and
purposes; * Design and conduct effective client questionnaires and
interviews (how-to guide included); and * Ensure client feedback is
reported, shared, absorbed, and converted into action
appropriately. Real-life case studies from DLA Piper, Ashurst, CMS
Cameron McKenna, K&L Gates, and KPMG reveal how firms are
currently using client listening as a means to deepen client
relationships and develop more responsive, value-added services.
Useful appendices are also included to assist you with the design,
launch, and fine-tuning of your own client listening programmes.
These include: * A client listening planner; * A sample client
invitation; and * A sample discussion guide for a client service
review.
General
Is the information for this product incomplete, wrong or inappropriate?
Let us know about it.
Does this product have an incorrect or missing image?
Send us a new image.
Is this product missing categories?
Add more categories.
Review This Product
No reviews yet - be the first to create one!
Welcome to Loot.co.za!
Sign in / Register |Wishlists & Gift Vouchers |Help | Advanced search
