International Law firm CMS hosted a lunchtime seminar on Customer Relationship Management (CRM) within today’s property market, from their impressive new Cannon Street office. First to speak was Richard Boardman from CRM consultancy Mareeba. Richard highlighted the changing landscape of CRM systems and also the wave of newer, less expensive systems such as Insightly and Pipedrive.
Next to speak was Ben Hyman, Director of Client Care and Development at CBRE. He highlighted an integrated strategy for maximising the potential of existing client relationships and showed the rapid evolution in client care management over recent years, with CRM technology supporting rather than driving programmes.
Concluding was Jules Needleman, Group Partner at CMS, who stressed how important it was to tailor plans to suit individual clients and actively listen and share data across teams. He also stressed the importance for the client to set the agenda within a key account programme and to exceed their expectations.
Overall it was a interesting snapshot of CRM and how it has become increasingly important in today’s competitive market.