Managing strategic customers

Managing strategic customer relationships is a multifaceted endeavour with puzzling results for many companies. Whilst they implement Strategic Account Management (SAM) programmes to achieve larger share of wallet (i.e. customer spend) and increased revenues and profits, these programmes often result in lower prices and higher costs to serve for the providers. Most companies however, need […]

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Mindfully managing routines

Modern life offers an extraordinary variety of working opportunities – perhaps more than at any time in history. But given their perceived need for control and desire that their people remain accountable, many workplaces oblige their employees to implement sometimes rigid working routines. This isn’t a problem until employees are faced by something out of […]

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The development of legal and client supplier relationships

The market in legal services, as in many areas of professional service delivery, has developed rapidly over the last two decades to become a significant business, carried out on a global scale. However the supply side of this service – the fee earning law firms – represent one of the few unconsolidated global markets, with […]

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