Practical CRM from all perspectives
This event will look at how professional services firms approach client relationship management from all angles.
It will be a panel session with experts:
Consultant – on how the integration and implementation in a professional services firm
Client Services Managers – on how the process works in practice.
We have representatives from a major bank and a national law firm. They will give us an insight into how they approach CRM from different angles and the challenges they face.
The session will be facilitated by Shobha Bentley, database development manager at Cobbetts LLP who can bring the technology and practical implementation issues to the table and in particular the challenges of a change in culture to meet client expectations.
The session is intended to involve short presentations but to be interactive and we ask for audience participation and to think in advance about some questions/experiences you would like to share with the panel.
Hope to see you there!
Panel profiles
Ian Appleby
The Royal Bank of Scotland
Ian has been in the RBS Group for c30 years after having worked in various areas of the group including 'branch' banking, asset finance and Commercial Banking. In each of these areas he has been in a front line position where 'client relations' has been the most important factor in retaining and growing relationships.He is currently working in RBS Corporate Banking, the divested part of the RBS group and will move into Santander by the end of 2011.
Christopher Young
Harborough House Consulting Limited
Christopher started working on what we would now call CRM in the early 1990's whilst working in the Fund Management industry. He co-founded a.com startup whilst doing an MBA and post MBA he became managing director of a private equity backed turnaround. Having successfully stabilised the business, he worked for Simmons & Simmons and was responsible for much of the cultural change thinking and data strategy in deploying a new integrated CRM & Finance systems. He then joined Tikit before, in 2009, founding the independent business, Harborough House Consulting, to help firms better turn their existing assets in to profit, CRM in the widest sense of the phrase.
Karen Lees
DLA Piper UK LLP
Karen is client services manager at DLA Piper. She is responsible for the firm's International CRM programme and is account manager for some of the firm's largest clients. Karen has been with DLA Piper for over five years. Prior to this she had a marketing role with a major law firm in New Zealand where she had client-facing account management roles with Westpac and Telecom New Zealand. She has 15 years marketing experience, 10 of this in professional services.
Facilitator
Shobha Bentley
Cobbetts LLP
Shobha is database development manager at leading law firm Cobbetts LLP. She has over 25 years experience in the legal sector with specific expertise in designing, implementing and managing bespoke CRM solutions, as well as co-ordinating her database team on large marketing and business development projects. She has written articles for PM magazine, presented at the Information and Data Quality Conference and is also a member of the Yorkshire Regional Committee for PM Forum.
Contact: Lisa Lister
Tel: 0787 9820725
