Imagine. b u i l t a r o u n d w h a t c l i e n t s r e a l l y w a n t. J a n u a r y

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1 Imagine A p r o f e s s i o n a l s e r v i c e s f i r m t h a t s b u i l t a r o u n d w h a t c l i e n t s r e a l l y w a n t J a n u a r y

2 A q u i c k w o r d a b o u t o u r r e s e a r c h The client perceptions data in this presentation comes from our latest survey, in which we had around 3,000 responses from CXOs and other senior executives around the world, all of whom were major users of consulting services. Much of the data we ve used in this presentation comes from the consulting industry, but we think it s directly applicable to other professional services. 2

3 T h r e e q u e s t i o n s f o r t h i s a f t e r n o o n (1) What are clients looking for? (2) How well do professional services firms perform? (3) What should the firm of the future look like? 3

4 Q u a l i t y i s s e e n t o b e b e t t e r t h a n e v e r, b u t i t s n o l o n g e r a d i f f e r e n t i a t o r The difference in percentage points between the top -ranked firm for quality and the bottom -ranked firm

5 C l i e n t s a r e b e c o m i n g l e s s i n t e r e s t e d i n w h a t p r o f e s s i o n a l f i r m s c a n d o, a n d m o r e i n t e r e s t e d i n h o w t h e y d o i t Innovative approach Less important More important What clients are looking for Strength of methodologies Quality of thought leadership Ability to implement Account management process Breadth of services Brand and reputation Prices Culture Responsiveness and flexibility Matching people to projects Quality of experts Speed of delivery Global reach Stakeholder management Global data 5

6 C l i e n t s a r e b e c o m i n g l e s s i n t e r e s t e d i n w h a t p r o f e s s i o n a l f i r m s c a n d o, a n d m o r e i n t e r e s t e d i n h o w t h e y d o i t Innovative approach Strength of methodologies Less important More important What clients are looking for How the average firm is performing Quality of thought leadership Ability to implement Account management process Breadth of services Brand and reputation Prices Culture Responsiveness and flexibility Matching people to projects Quality of experts Speed of delivery Global reach Stakeholder management Global data 6

7 O u r h y p o t h e s i s What does that look like in practice? 7

8 O u r h y p o t h e s i s The seven habits of highly effective firms 8

9 T h e f i r m o f t h e f u t u r e w i l l w i l l h a v e a r o b u s t b u t i n n o v a t i v e a p p r o a c h 9

10 T h e f i r m o f t h e f u t u r e w i l l t a l k m o r e a b o u t v a l u e t h a n c o s t 65% 71% 47% 37% Quality Value Prospects Clients 10

11 T h e f i r m o f t h e f u t u r e w i l l P u t c o l l a b o r a t i o n a n d m u l t i - d i s c i p l i n a r y w o r k i n g a t i t s h e a r t One person One team One proposition 11

12 T h e f i r m o f t h e f u t u r e w i l l D i s t i n g u i s h b e t w e e n l o w - c o s t a n d h i g h - v a l u e w o r k Low-cost work Familiar issues Clients would do the work themselves but lack the capacity Standardised process Deep expertise deployed on a repeated basis Lots of firms perceived to be offering a similar service High-value work Unfamiliar issues Clients are buying capability, and they often don t know what skills will be required at the start of the project Non-standard work High degree of innovation required Only a small number of firms are capable of doing it 12

13 T h e f i r m o f t h e f u t u r e w i l l W i l l i n v e s t m o r e i n b u i l d i n g i d e n t i f i a b l e p r o p o s i t i o n s, f o c u s e d a r o u n d a c o m m o n p u r p o s e 13

14 T h e f i r m o f t h e f u t u r e w i l l B e e a s y t o d e a l w i t h 14

15 T h e f i r m o f t h e f u t u r e w i l l O r g a n i s e i t s e l f a r o u n d c l i e n t s t h r o u g h c o n s i s t e n t l y e x c e l l e n t a c c o u n t m a n a g e m e n t 15

16 I n c o n c l u s i o n Putting your client at heart of everything you do 16

17 Thank you f i o n a c s o u r c e g l o b a l r e s e a r c h. c o m ( 0 ) b a lrese ar ch.com Source Information Services