Compass helps you deepen profitable relationships with your clients. It helps you get much more from your client relationship feedback programme.
It gives you the flexibility to capture, analyse and present client interview data effectively. With Compass, your firm’s management team, client account teams and fee earners can make tangible improvements to each client relationship.
Compass is also different because it doesn’t just focus on measuring ‘satisfaction’. At Lighthouse, we believe that making ‘client satisfaction’ the sole measure of a client-firm relationship is a mistake. Keeping clients satisfied doesn’t deliver higher levels of fees. This only comes when clients are loyal over time or you are able to cross-sell other services to grow the relationship.
Compass identifies what you are doing right in the client relationship and what you should do more of to grow fee revenues. It shows you how to get relationships back on track and gives you early warning of any problems in the relationship. Compass is specifically designed with professional services firms and investment banks in mind.
It gives you the flexibility to capture, analyse and present client interview data effectively. With Compass, your firm’s management team, client account teams and fee earners can make tangible improvements to each client relationship.
Compass is also different because it doesn’t just focus on measuring ‘satisfaction’. At Lighthouse, we believe that making ‘client satisfaction’ the sole measure of a client-firm relationship is a mistake. Keeping clients satisfied doesn’t deliver higher levels of fees. This only comes when clients are loyal over time or you are able to cross-sell other services to grow the relationship.
Compass identifies what you are doing right in the client relationship and what you should do more of to grow fee revenues. It shows you how to get relationships back on track and gives you early warning of any problems in the relationship. Compass is specifically designed with professional services firms and investment banks in mind.
1. Analysis to help you manage client relationships and maximise profitability
Compass helps you:
2. Online dashboard for senior management showing KPIs in real-time
Compass’s unique ‘dashboard’ allows you to see and analyse client views. It gives you:
3. Radically more efficient feedback process
Compass radically reduces the cost and workload associated with obtaining client views.
Compass helps you:
- Manage your client service interview programme and make it more valued and consistent across the firm.
- Identify client segments - by segmenting clients into those that are at risk of defecting, those that are high potential for future spend and those who are unlikely to spend more, Compass helps direct your key account management programme.
- Track and benchmark KPIs – Compass establishes the right KPIs for your programme including client loyalty, brand advocacy and share of wallet.
- Sophisticated analysis – gives you flexible ways to analyse client feedback so that you can use the ‘client’s voice’ to engage client facing teams in your firm.
2. Online dashboard for senior management showing KPIs in real-time
Compass’s unique ‘dashboard’ allows you to see and analyse client views. It gives you:
- Centralised client feedback trend data across the firm, service lines or industry teams
- Peer group benchmarks from comparable firms of your size and with a similar client base
- Individual client reports for key accounts, mapped into your CRM system
- One-touch analysis of data by:
- service line
- office
- region
- sector
- top clients
3. Radically more efficient feedback process
Compass radically reduces the cost and workload associated with obtaining client views.
- Easily self-administered
- Intelligently drafted questions which get to the heart of the relationship
- Quick and user-friendly for clients
- Highly scalable
- Flexible - interviews can be carried out face-to-face, telephone or using the Compass internet tool