Client Relationship Management
'Ann's experience as an in-house lawyer made the seminar highly relevant to me and it was an extremely worthwhile morning'
'Very thought provoking, and as always an interesting and valuable session' Beachcroft
Excellent Client Relationship Management 'makes a difference' whether you are a private firm or an in-house department. Take CRM systems as example. Many firms ensure that their people go through the latest programmes but find that in practice the focus is on the mechanisms and process with little invested in generating cultural shifts to deliver real value from working in a different way. In order to achieve the benefits from the investment made in the CRM it is essential to help partners/legal managers and staff to adapt, to alter their behaviours which underpin brilliant client service.
Ann has set up a number of client relationship programmes within commerce and industry over the last 25 years, and her last client satisfaction survey stated that her internal clients were 100% happy with the content and 94.7% happy with speed of service.
So what do you require to stay ahead of your competition?
- A Review of your own programme and a gap analysis, and recommendations for increasing its strategic and practical effectiveness with insider tips.
- Our own highly successful course - How do lawyers add value? is divided into 3 sections:
a) How to define value.
b) How to measure it.
c) How to leverage value out of legal costs
These sessions can be presented in 3 separate breakfast/lunch seminars or as a day course. This course also includes information on trends, case studies, interactive sessions with personal and team action plans and works very well with participants from both private practice and in-house.
- High Performance Relationship Management Programme is a high powered customised intensive training aimed at private practice to ensure you and your teams stay ahead of the competition utilising the business tools and methodology used successfully in a number of business sectors.
- Coaching or mentoring for individuals and teams, to embed the competency behaviours for effective CRM.
- Do you need a 'client' facilitator to assist in reviewing your business/legal client strategy? For example:-
- How is your firm going to cope with the professional changes hurtling towards you?
- Are you maximizing legal service management benefits for your client and/or in-house departments?
- How much money did your firm lose during the last financial year through discounting bills?
- As an in-house department - do you know what your client's think about your 'value for money' or indeed if they are satisfied with the quality of your team's work.
- CRM for support staff – Creating a professional image over the telephone. This course is aimed to ensure that all your client facing people project the right image AND communicate effectively to retain your current clients and attract new business.
- How to handle difficult people – this can either be ½ or full day training providing practical strategies and tactics for dealing with those challenging behaviours including how to control and direct those difficult conversations.