Client Relationship Management 2: Delivering the Client Relationship Management Approach 

Tutor: Andrew Hedley  CPD Hours: 37 hours  Duration: 2-3 months

Course Cost: £995

The second in a series of two that will enable participants to create, launch and manage a client relationship management programme within their firm.

Systems and processes are necessary to underpin any client relationship management programme. However, to ensure good uptake with busy lawyers these processes must walk the thin line between “as much as necessary” and “as little as possible”.

From a cultural perspective, the creation of rewards, recognition and sanction will also play a key part in the client relationship approach.

With a focus on developing a strategy and detailed implementation that is appropriate to the firm, this course focuses on those elements crucial for success. As well as shaping the client relationship strategy, the participant will also consider what is needed for the launch and maintenance of the programme as well as agreeing suitable ways of measuring progress from both an internal and external perspective.

This course will help you to resolve these typical business problems:

• Designing a programme launch which engages busy lawyers.
• Developing systems which are simple but effective for ongoing programme management.
• Aligning client relationship driven values and behaviours with the firms recognition and reward system.
• Put in place milestones to measure progress and success.

This course will give you the knowledge and skills that you need to launch and implement a client relationship management programme building on the design elements addressed in Part One of the course.

By the end of this course you will be able to:

• Plan the implementation of a client relationship management programme.
• Consider the systems which are necessary and which can realistically be incorporated into the daily routine of busy lawyers.
• Ensure that your firm’s reward and recognition system is aligned with the client relationship management approach.
• Set and communicate clear milestones by which progress can be measured.

Download an application form here