Earlier this month Jo Aitken, Acritas Director, joined a number of high profile clients, purchasing professionals and top marketers to speak at the 15th Annual PSMG conference.
The conference entitled “It’s all about the Client” combined creative relevant thinking with practical, achievable solutions to the complex issues faced by marketers in a new landscape.
Jo delivered one of the afternoon workshops alongside Matthew Fuller, Global Head of Business Development, Herbert Smith LLP. Jo and Matthew considered the key issues impacting the effective management of complex global clients using Acritas’ extensive sharplegal research as a platform for discussion.
The workshop began with a discussion around ‘what are the market trends?’ Jo shared highlights from General Counsel and senior legal buyers interviewed by Acritas this year, through sharplegal, to start the ball rolling. Matthew led the discussion and attendees added their views on market trends across all professional services.
Conversation progressed to establish some of the key issues being faced by global clients including emerging market focus; compliance and regulation changes; risk; and complex communications challenges.
Understanding what global clients are looking for is vital information that enables professional services firms to deliver an excellent service and achieve sustainable growth.
So what are global clients looking for? Discussions in the workshop looked at everything from seamless service to consistent and good communications, from footprint to quality control and project management skills, as well as the unavoidable issue of offering of a 24/7 service – to ensure access across time zones.
It was agreed that a couple of years ago what was seen as value added services are now expected by client; making it difficult for smaller firms to compete for the top global clients and instructions less profitable for all, as firms compete to include even more in their offering. The group also discussed their experiences of effective team management and the benefits of taking the time to understand the client’s business.