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How To Balance Satisfied Clients With Profitability
by Tony Vidler        What impact on practice profitability does this have: “Despite ongoing efforts to improve service, positive customer experience levels decreased significantly across the world” This was from a report released a little while ago on the performance of the insurance sector globally, and it highlights a real dilemma for practitioners. Can we […]
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Who are your most valuable clients?
by Tony Vidler        It may seem an obvious question however understanding who the most valuable clients are to a firm is not always as simple as it seems.  There is often an innate understanding of who they are however it is often not underpinned by any analysis or hard data. Even when it is […]
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Not all clients are equal…well, not equal value anyway
by Tony Vidler        Let’s talk about one of those elephant in the room things: not all clients are equal for a professional service firm. As human beings they might all be equal, but as clients they are not. Each client relationship has a commercial value….and a commercial cost.  Each therefore has varying profitability, and […]
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