Client management | Client Services
Services:
- Client survey
- CRM program
- Service quality program
- Practice Development program
- Practice Mentor
Elements
| 1. Client feedback | Independent client attitude survey | |
| 2. Client services | Client database analysis Development of client services grid Client needs analysis Client pricing structures Service analysis and documentation |
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| 3. Client management | Practice expansion program General strategic options Managing Client Expectations New client procedures Client contact and review process Client allocation and internal management CAM training and support Effective delegation |
Selection of Projects completed
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Independent survey of 200 clients of the firm, incorporating assessment of communication, services, team and internal systems. Detailed responses received from 40% of clients surveyed. Formal presentation with written report to senior staff of the firm, with strategic recommendations provided.
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Complete audit of service quality within the practice. Identification of internal strengths and weaknesses in relation to the engagement process, ongoing communication with clients, measurement / feedback, referral management, performance development and review, quality of telephone, email and face to face communications, office and team presentation, website and materials. Development and implementation of formal service quality program.
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Development and implementation of formal training program for new and current client managers. This included review of internal workflow procedures, training in team management and coaching skills, time management and productivity, ongoing measurement and support.
