Effective client listening as a lever for growth: PM Forum session
On 17 September Graham Archbold joined PM Forum to discuss how professional services firms can use client listening as a lever for growth. The starting point was simple: feedback can do more than identify service problems.
Interviews can reveal how clients choose advisers, which business pressures are shaping demand and where they see value. The answers can help a firm protect relationships, decide which services to develop and spot opportunities that would otherwise stay hidden.
That requires a programme rather than a run of disconnected exercises. Decide which clients to hear from and why, make room for open discussion alongside consistent measures, and put findings into the hands of people who can act. Benchmarking and sharing insight across the firm make individual comments more useful for management decisions.
Senior support matters, but it grows when the findings answer questions leaders already care about. Bring client evidence into decisions about service, relationships and markets, then follow through with actions and a response to clients.
Watch the short public summary above. PM Forum members can access the full event here
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