Once we have gathered votes from all members we will update the group on the selected topic(s). Please feel free to forward this poll to other members of your team.
(1 = most important, 5 = least important)
Do Sales know what 'service' they're selling? How can you leverage tiering and service segmentation approaches to clearly define your service offering, ensure client expectations are set up front, and needs are being met throughout the duration of the relationship?
Obligation Management
How best to track the obligations and commitments made to your Clients as the volume and complexity of services provided increases? How can you move from “We don’t have it written down anywhere” to creating a centralized location to track commitments to clients?
"Service as a Product" and embedding the Voice of the Client
Can service be a differentiator and is its impact on clients measurable? Given only a small proportion of the industry is “in motion” annually, client retention strategies are critical to business success. How can you differentiate your service offering and track success from a client’s perspective? What talent strategy do you need to attract the desired / specialist skillsets, and ensure business knowledge is retained?
The Future of Client Portals
What do clients actually want? What does the future of these capabilities look like: how much is digitalizing and improving existing services vs. innovating through new online capabilities? What are the key use cases by client segment? What works well when driving adoption, e.g. email promotion, salesperson training, other incentives?
In the spirit of a key finding from this year's benchmark, firms need to focus on servicing “better not faster”. How are others leveraging workflow and defined processes in query management to enhance data capture and information delivery back to clients (including through new shared online interfaces)? How do you ensure all teams act on data and insights to drive continuous improvement in their areas, e.g. onboarding, reporting?
Client Service Organisation 2.0
Which activities work best when owned by a central Client Service group vs. Sales or Operations? What benefits can be gained from centres of excellence? What is the most efficient model for different types of firm / distribution channels? Are firms assessing 'cost-to-serve'?
