Client and market knowledge can be gained in many traditional, and non-traditional ways. CRM software, traditional market research methods, social media, account management activities as well as other methods all have value.
I think that creating a more joined up approach to client knowledge (both in how it is gathered by the firm and used by staff) could potentially hugely increase the value and ROI that firms gain. So I’ve set up a new LinkedIn Group to allow debate and cross-fertilisation of ideas and experiences, not limited to any one viewpoint or technique. I hope this will help members improve both the efficiency and value of the insight they generate. You can take a look at the early activity of the group at client knowledge in professional services