We understand that organisations often face challenges when key
members of their teams are absent due to various reasons, such as
parental leave, extended vacations, or unexpected circumstances.
Some organisations may also not be quite ready to employ
full-time dedicated Business Development/CRM resource.
ClientFace can help you to cover temporary positions, whether
this is for a short period of up to 3 months or for 6-12 months and
beyond. Some examples of the type of cover we offer as an
extension of your team include:
Listening to your clients goes beyond simply hearing their words. It involves
understanding their perspective, empathising with their situation, and
acknowledging their emotions. By actively listening, you can gain valuable
insights into their expectations, identify potential issues, and uncover
opportunities to provide tailored legal solutions. Client Listening underpins
all successful client relationship management programmes and approaches.
Client needs are constantly changing and expectations of service providers is
higher; embedding a client feedback ethos and approach is essential to
growing market share and developing deeper, long-term relationships with
clients. There is no ‘one size fits all’ approach to managing client
relationships; it’s about really getting underneath the skin of the client-
knowing the client’s business; its unique commercial drivers, its issues and
challenges and anticipating the client’s evolving needs. This can only be
achieved if you know how to listen effectively to your clients and how to use
client insights to drive forward internal behaviours.
Whether you have an established client feedback programme that needs
re-energising or you are starting from scratch and need to launch a
programme, we can help you.
With client relationships often spanning across offices,
geographies, sectors and services, the need to establish a
consistent client relationship approach across your organisation is
vital to successfully managing your client relationships.
Embedding a robust infrastructure and focusing resources to help
develop and deepen relationships is key to growing more work.
We help clients to develop a CRM framework; we help with
strategy, planning and implementation, segmenting your client
base, processes and templates in online toolkits, metrics and
measuring success. We also conduct audits to benchmark your
Client Relationship Management programme in the market.
We work in partnership with the Account Managers Academy to
deliver bespoke training programmes and coaching. These include:
We help clients pitch to win more profitable work. Getting onto
client panels can be a long-term game. We have many years’
experience helping client teams get through the selection process
and win more work once appointed on to a panel. Onboarding the
client in the first 100 days is critical to embedding the relationship
from day 1 – we can help you deliver this and seek feedback on
the pitching process to help you improve your next pitch.
We can provide coaching and training at all stages of the process
and share skills with supporting Business Development teams if
they are new to the process.
As budgets tighten, clients are increasingly looking for more value
from their suppliers, over and above the provision of core services.
Value added services has become a hygiene factor to most client
relationships as organisations strive to differentiate from their
competitors.
Delivery of value added services does not have to mean a huge
investment – these often already exist within your own business,
within HR, IT or within training departments. We believe there are
opportunities to share some of the expertise you hold in
operational functions to become truly client-facing and to partner
with the client to help strengthen and deepen the relationship
with your clients in new, innovative ways.
We work closely with clients to develop a CRM framework which
underpins and helps to deliver their overall client strategy.
We develop practical tools and templates within online toolkits to
help achieve a consistent approach to how you manage your client
relationships. These are specifically tailored to your culture and
the ethos of the firm and to the nature of your client base.
As consultants specialising in client listening, we are often
commissioned to conduct strategic client feedback projects. We
help clients by conducting client relationship reviews using open
questions, probing and clarification techniques.
We don’t just provide you with the client feedback but make
practical recommendations on how to use this as part of client
planning to develop the relationship further and ultimately to win
more work.