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Client-Facing KM Strategies for Winning
(and Keeping) Business
by Ann Hemming of Thomas Eggar
Ann Hemming is the Head of Learning and Development and Knowledge Management at Thomas Eggar. She introduced a new "academy" approach to education at the firm and brought in new technologies to promote online learning and the management of learning. Ann is also working on new ways of sharing knowledge using social media and collaboration software. Ann works on a consultancy basis and is currently managing projects with other legal clients. She can be reached at ann.hemming@thomaseggar.com.
We all know that successful businesses are built on strong and lasting relationships with clients. So what is the best way to develop and maintain those relationships, and what KM initiatives are being used to support client relationship-building? KM forms a central pillar for three key
strategies: win it, keep it and talk about it. And all KM initiatives will have an impact in these areas.
Win It
Winning business is not simply bringing new clients into the firm. Equally important is getting repeat and new instructions from existing clients
28 ILTA White Paper
