#client intelligence

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From InsidePractice: Ahead of November’s Law Firm Client Intelligence conference (Chicago Nov 5) – Join us for a dynamic virtual discussion on The State of Client Intelligence in today’s legal profession. Register here: https://www.insidepractice.com/the-state-of-client-intelligence-in-todays-legal-profession Join Pamela Cone, and guest speakers Roy Sexton, Chief Marketing Officer at Vedder…

Baby’s first keynote (sort of … at least one focused on such a substantive topic and not requiring costume changes, sequins, or showtunes). Thank you, Pamela Cone, ISSP-SA, Daniel Smallwood, Tim Hart, and Inside Practice. I hope you don’t live in regret of this decision. I truly am honored and looking forward to this dynamic program. November 5 in Chicago – see you there:…

Do you know what your customer or client is saying about you? When is the last time you “Googled” your organization? Why are these actions important?

Instead of jumping on the defensive about what your customers or clients are saying about you, take that information and convert it into intelligence for your business. Feedback can help you hone in on your organization’s flaws. You then have the opportunity to create a framework for feedback to stay ahead of your competitors. 

Here are a few ways you can exploit your weaknesses and make them strengths:

Creating a process within your organization to receive customer feedback

Use social media in your data collection process

After data validation, convert customer feedback into your organizations process 

Build best practices and lessons learned into your process to assess improvements

As part of your process make sure to notify your customer of your improvements through a feedback loop

Train your employees to look for client opportunities and feedback

Client intelligence is a term that’s too often bandied about....”Do we have enough intel?” “Let’s do a data call” or even “let’s mindmap”. Too often, we hide behind the term client intelligence as a means of avoiding direct (and potentially rejecting) interactions and conversations with our targets and clients. Intelligence is out there and it is useful…but it is also a bit creepy. I admire a vendor that takes the time find out the basics of my company and presents a reasonable and solid proposition. I don’t do business with the vendor that not only knows my business, but also knows that I garden, my birthday is in August, and that I don’t like oysters. There is no single bit of data or “client intelligence” that you’re ever going to receive that will suddenly unlock a client and have them fall into your books. Taking the time to speak with your clients in a focused manner in order to build (or even expand upon) a relationship will provide you with intelligence and understanding uniquely shaped to your relationship.