Develop Your Key Client Relationships

Building a successful business in professional services is, essentially, about building relationships. Historically, while it has been perfectly possible to grow a business through individual or ad hoc efforts, the changing nature of the market – new entrants, greater competition, more demanding clients – means that professional firms need to become much more systematic and disciplined in the way the develop client relationships.

Having the right framework in place is critical; however, as many firms have found out, implementing a CRM programme is not in itself sufficient.  It’s also critical to have the right culture and behaviours in place: whether it’s ensuring that clients are truly a central part of everything the business is doing, or making sure that your people are engaging in the right sorts of conversations with clients, there is plenty of opportunity for individuals and firms to differentiate themselves.