Delivering a Client Centric

Culture in Professional

ServicesJohn Clay

Principal Head of Marketing and CommunicationsArup Australia

Areas to cover©

2015 QUALTRICS LLC.

Professional Services organisations. What makes them different?

Client centricity within professional services. What does it mean and why it is important?

Elements to drive client centric culture

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ARUP – who we are...Engineering Design firmSixty years of operation90 offices worldwide13,000 staff, £1bn turnover

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What’s different about professional services organisations?

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Accountancy ServicesArchitectsEngineering ServicesIT ConsultantsLegalManagement Consultants

Win the business and deliver the project

Client centricity. What is it? Why is it important?

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Stronger relationships is good for business

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Intention to reuse Propensity to recommend Perception of feesLegal ServicesLess mature relationship 6.76 7.26 6.79More mature relationship 7.98 8.26 6.84

Difference 1.22 1 0.05Difference % 18% 14% 0.7%

Accounting ServicesLess mature relationship 6.16 6.16 6.79More mature relationship 7.54 7.54 6.63

Difference 1.33 1.38 -0.16Difference % 22% 22% -2.4%

Engineering ServicesLess mature relationship 6.2 6.6 6.38More mature relationship 7.15 7.46 6.49

Difference 0.95 0.86 0.12Difference % 15% 13% 1.9%

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“Client Centricity” to grow your business

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Products/Services

DiversificationThe firm grows by diversifying into new businesses and new products

Mar

kets Ex

istin

g

Existing

New

New

Market penetrationGrowth through existing products to existing clients-Volume-Price-Cross selling-Repeat business

Product developmentThe firm develops new offerings for existing clients

Market development The firm seeks growth by targeting existing products to new clients

4 key elements to drive client centricity

1. Understanding the client and it’s industry

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What drives client’s consideration and final decisions?

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2. Client handling skills

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3. Effective CRM systems

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4. Client communications

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Implementation

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Thank youQ&A