Thriving did a small research project last year looking at some non-client firms and exploring areas of best, good, and less good practice. You can see the results in more detail in the Articles section. What is hampering firms gain the benefits of client insight in many cases, is the time spent “manually” gathering, collating and analysing insight. The focus is on cranking the handle rather than exploiting the result.
The “admin heavy” nature of this is sometimes because of an understandable desire by partners to maintain control. An hour spent by staff manually finessing processes cannot be spent in consulting with decision makers about the actions the firm should take.
There is a massive opportunity in many firms to improve this – we have a free benchmarking tool for any one who’d like to review how they compare to good practice – contact Robin if you’d like to access this.