Key client management

Although it is not uncommon for professional firms to have some form of key client programme, a frequent complaint is that these programmes do not accelerate business growth as quickly as desired. Often this is because firms identify too many key clients and deliver too little value to them to change the fundamentals of the client relationship.

Strategic client planning is an important activity, but done in an unstructured way it can consume lots of time with few results to show at the end of the process. Undertaken in a structured, client-focused way it can promote greater internal collaboration and cement a long-term relationship with clients.

The most effective key client programmes capture a 360 degree view of the relationship, bringing perspectives directly from the client as well as from staff in the firm and financial data, alongside insights on relevant issues and trends for the client’s industry sector.

Meridian West can help you firm to:

  • Design or refresh a key client programme infrastructure that works for your firm and its client
  • Define the roles and responsibilities of the account manager in your firm
  • Capture independent feedback from clients and map opportunities in their sector to feed into account planning
  • Gain more value from existing account planning to increase your span of work with clients
  • Using technology to support more efficient key client management

Client testimonial:

“We engaged Meridian West for a workshop to kick-start some new thinking around the strategic focus of Knight Frank’s client management programme. Meridian West devised a format that brought our Client Relationship Partners up to speed on the latest developments in professional services and then gave them an opportunity to share their own ideas and reflect on key learnings in a series of breakout groups. Our morning together was impactful, engaging and above all – fun.”

Jeremy Metson – Head of Business Development, Knight Frank