This Meridian West webinar presents latest CLIMB survey results, discussing client listening maturity across 160+ global professional services and B2B firms. The survey benchmarks organisations across four maturity categories: basecamp, foundational, intermediate, and advanced.
Key findings reveal significant maturity progression, with average scores increasing from 32 to 42, and more firms reaching advanced status. However, despite improvements in technology and research capabilities, many organisations struggle driving meaningful impact and change from client listening activities.
Whilst senior leadership demonstrates strong engagement, notable gaps exist at wider partnership level. Research trends show increased use of online surveys, in-depth interviews, and informal feedback mechanisms across multiple touchpoints.
Critical challenges include integrating listening data into performance reviews and strategic planning, and linking insights to growth and account planning. The webinar emphasises client listening’s potential to drive cultural transformation and strategic growth, highlighting opportunities for firms to leverage feedback data more effectively.
