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Research. Reveal. Redevelop

Why overall client service consistency matters so much

May 2nd, 2016 |

The way clients experience overall client service is a function of a professional firm's culture. This post explains why overall client service consistency matters to the sustainability and profitability of firms. (more…)

Posted in Beaton Benchmarks, Highlight, Professional Services | No Comments »

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Ways to deliver fair value

April 22nd, 2016 |

This post explores ways to deliver fair value to both their clients and professional services firms. It shows why one of the key elements of beatonbenchmarks research is an analysis of what clients consider to be fair value for professional services in any given market. (more…)

Posted in Beaton Benchmarks, Highlight, Professional Services | No Comments »

The NPS is no panacea for understanding client loyalty, but…

April 22nd, 2016 |

In thinking about NPS, I usually focus on two things:

  1. Its distinctive formula of: NPS = Promoters – Detractors, and
  2. The originators' claim that the Recommend question is the key, indeed only, question needed to assess client loyalty and satisfaction.

These raise three questions for me. (more…)

Posted in Analytics, Beaton Benchmarks, Highlight, Professional Services | No Comments »

Maximising your bid:win ratio

April 21st, 2016 |

Increasingly firms are using their bid:win ratio to gauge return on investment, that is to maximise the value of their bid:win ratio. (more…)

Posted in Beaton Benchmarks, Highlight, Professional Services | No Comments »

Focusing your prospecting and pitching on what matters most to clients

April 19th, 2016 |

To win work, you have to convert clients from consideration to purchase, in other words you have to focus your prospecting and pitching on what matters most to clients. This requires effective business development, with prospecting and pitching that is more persuasive than your competitors who are also being considered. (more…)

Posted in Beaton Benchmarks, Highlight, Professional Services | No Comments »

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