Key Client Programs
Working with different groups and Client Relationship Managers to help them nurture and protect their key client relationships has many inherent challenges.
Relying on busy professionals to manually enter ongoing client interactions, communication and meeting information, has traditionally meant that client care initiatives have simply not had the data or visibility required to support them. This is akin to a CFO trying to run a firm without an accurate financial system.
The visibility that Client Sense automatically provides allows for an entirely new strategic capability. With real-time communication information and 360 degree relationship mapping, Business Development teams can perform much more strategically to both increase and maintain revenue.
Business Development Initiatives
Winning work from a known contact or a dormant client is much easier and more likely than winning a new client.
Helping groups and individuals to identify opportunities, ensuring they are front and centre when a clients' need arises or identifying and acting on cross-selling opportunities can be difficult without visibility across the relevant relationships.
Using Client Sense you can instantly identify the length of time where there has been no communication with a dormant client and even visualise the correlation between an uplift in communication and fees. Client Sense provides you with real-time data and can show the individuals, groups or offices that are communicating with a given client or contact.
Hosting Events
Developing a relevant and up-to-date list of invitees for an event has traditionally been a major challenge for many Business Development and Marketing teams.
Working within the time constraints of a planned event, while sourcing an up-to-date list of contacts from business professionals, often leads to falling back on outdated spreadsheets, or simply inviting the same individuals from a prior event.
Failing to invite the most relevant attendees is not just a missed opportunity, it means that much of a firm's time and money invested in these events is simply being wasted.
With live communication data from Client Sense at your fingertips, you can maximise the firm's investment in events, reduce the time spent chasing people for lists, increase RSVP responses and reduce the number of 'no shows'.
Furthermore, with Client Sense you can confirm the subsequent engagement of attendees with the firm post-event, to better understand the effectiveness of each event.
Referrer Management
If referrer relationships are important to your firm, maintaining those relationships is an essential part of protecting the firm's revenue.
A firm's financial systems may allow for capturing and reporting on referrer fees. This will identify where a referrer relationship has potentially been lost, but this will only flag a problem after it has occurred. This style of reporting does work to measure referred fees, but does nothing to proactively maintain the referrer relationships that drive these fees.
Client Sense allows a lack of communication with referrers to be easily and actively identified. This allows your firm to proactively manage these relationships, help to protect and grow the firms revenue.
Email Marketing Lists
Staying front of mind with dormant clients, contacts and referrers can often lead to work. Being front of mind can be as simple sometimes as sending a regular email campaign with relevant content.
Email campaigns themselves are generally cost-effective, however developing and maintaining accurate and relevant lists can be very time consuming and difficult.
In just seconds, Client Sense allows you to refine and produce a full list of contacts to ensure your mailout reaches the right people.
Enhanced Prospecting
It is not what you know, but who you know. Most firms have an extensive known and trusted network of contacts, often spanning a range of physical locations and transcending industry sectors.
Client Sense automatically condenses this information and places it right at your fingertips, allowing you to leverage the firm's network through a simple and clean interface.
Knowledge is power. Simply knowing where there is a held relationship into a company or individual, allows you to leverage the relationships your people already have, to your firm's advantage.
Good relationship management is key to a firm’s success. With Client Sense we can monitor the strength of these relationships in real time, identifying growth trends and any elements of concern. This allows us to capitalise on opportunities and identify any threats quickly and easily. As well as developing our client and referrer relationships, we’ve also used Client Sense to develop out internal relationships, identifying common relationships across practice groups and create a real team approach to cross selling and relationship management. Using real time data gives us confidence we have the visibility of how these relationships are really going, and allows us to provide reports that give true insight into the strength of our relationships and opportunities available, as well as tracking the success of our targeting projects. And the best bit is, it is so easy to use!
Client Sense gives our Marketing and Business Development team visibility that was not readily available before, enabling us to support our lawyers with real-time information and in-depth insights.
The Client Sense solution has truly contributed to us being more informed and proactive around our BD and CX programs.
Client Sense has been simply amazing! Not only did it take less than a day to implement, but the benefits for our Management, Marketing and IT teams were realised in just days.
Our commercial teams receive the majority of their instructions through our referrer network. Staying in front of referrers and remaining front of mind is essential. This has highlighted for us the need to have a more structured and traceable process for managing key relationships. Client Sense has provided us with the necessary tools to manage and track those relationships.
BDO are delighted to be clients of Client Sense. As BDO is a relationship-focused business, it is amazing to see the insights we can gain from our relationships in real-time. This happens magically, without manual administration, so the insights are accurate and instant. Most impressively, Client Sense provides more than just a historical view – by connecting our Relationship Partners with our key contacts, the system offers pro-active alerts into which relationship are changing, or need to be re-ignited.
Steve Tyndall, the CEO is hands-on, actively involved in client on boarding and training and always very open to new ideas so Client Sense can keep innovating.
The firm has utilised Client Sense as an integral part of its Client Lifecycle Management platform for about 12 months. Whilst Client Sense has proved a useful business development tool, its real benefit comes in the visibility it provides across our entire client base. By providing us with a means of tracking and measuring the strength and depth of our client relationships, it allows us to be on the front foot when it comes to managing and improving client engagement – even highlighting opportunities for cross selling we may have otherwise missed.
Furthermore its ability to capture relationships not reflected in our database means our data remains current, is not reliant on manual entry and our teams can focus their time and energy on growth opportunities for the firm.
The key to growth within a professional services firm is building long term productive relationships and ensuring you have the right tools to keep you on track with staying in contact; either through a CRM, your own calendar or using a tool like Client Sense. Remembering that people will buy from the people they trust and like, these tools will assist to stay front of mind and build and grow the relationships, when used properly an integrated into your daily activity.
Client Sense provides us with the visibility to easily manage our key client and referrer relationships, through a clean and simple interface.
One of the biggest hurdles with relationship mapping is the quality and frequency of data entry, but because Client Sense is automatically generated the reporting is up to date and accurate. It also doesn’t require any additional BD or lawyer support resource-wise.
With multiple partners and practice groups, it is impossible to always know exactly who knows who. Client Sense allows us to find information quickly and easily about the strength of relationships with have with clients and contacts of our firm, and pursue opportunities accordingly.
As soon as we installed Client Sense, we were able to unlock clear and succinct insights into our key client groups. This has provided our entire firm (especially Partners) with intel that strengthens relationships, and informs our business strategy. It’s also a game-changer for business development planning.
