Client Relationship Management (CRM): our role, increasing our impact and future trends

This episode of The Glue is about managing client relationships or CRM in professional services firms. James Stringer is joined by CRM experts Samantha Roberts and Ben Kent to discuss all aspects of CRM within professional services.

Topics explored include:

• Whether non-fee earners can play an important role in client relationships.
• What a successful CRM approach should look like.
• How you should choose which clients to involve in a key account programme.
• Whether any firms are managing client relationships differently.
• What will CRM in professional services look like in 10 years?

Host

James Stringer, a former BD Director and now trainer, consultant and coach on Business development, bids and offsites is joined by CRM experts Samantha Roberts and Ben Kent.

Guests

Sam Roberts is a marketing & business development professional with over 30 years’ experience, including roles at BDO, Kingston Smith, Pellings and for the last 10 years, Deloitte.

Ben Kent is a director of a research consultancy Meridian West which works with law, accounting, consultancy and property firms. For 22 years they have been helping firms run their client insight programmes and have developed a range of AI and data visualisation tools to automate the gathering of insights.