The 2011 “Managing Client Relationships – the truth in professional services” study has just been completed.
It includes feedback from 277 participants on the activities they undertake, the level of benefits gained, their expectations for investment in CRM and use of systems, together with feedback about vendors and systems and the ways to extend the value and contribution that can be made by advisors.
Today, 98% of firms gain some benefit from managing client relationships, but (for example) only 26% have achieved major improvements in the ability to cross-sell.
Some of the other top line findings are:
* 93% of firms will invest cash in CRM systems and activities this year
* 52% of firms believe they will upgrade their CRM systems in the next three years
* 36% say they are likely to move to a different system/vendor
* 37% of participants would speak highly of their current provider while almost as many (29%) would be critical
A free copy of the executive report is available at:
so just copy and paste the URL to access it.