Delivering a Client-Centric Culture in Professional Services

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

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


What’s different about professional services organisations?


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


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


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

Delivering a Client-Centric Culture in Professional Services

Business

Transcript of Delivering a Client-Centric Culture in Professional Services