Client Management


Date: June 2006
Author: Peter Ellis

This research report looks at all aspects of client servicing, outside of the investment process; sales and marketing, relationship management, reporting, implementing client instructions, client query handling and other, ad hoc requests.

What do institutional and private clients want and expect from investment managers' client servicing departments? And what are investment managers delivering to clients? The report investigates the business processes, organisational structures and systems involved in client servicing - and how this has changed in recent years. The report also looks at the pressure points for further change and what are likely future trends and best practice requirements.


Table of contents

  Management Summary 1
1 Introduction 3
  1.1 Scope of the research 4
  1.2 Methodology 5
  1.3 The Investit team 8
2 Defining Client Management 9
  2.1 The clients of investment management firms 10
  2.2 Institutional clients 11
  2.3 Institutional client management 12
  2.4 The aspects of client management 15
  2.5 Client management systems 16
  2.6 Client management within investment management firms 20
  2.7 The role of the investment consultant in client management 23
3   Recent Trends in Client Management 25
  3.1 The pressures for change 26
  3.2 Internal drivers for change 27
  3.3 External drivers for change 30
4   Client Expectations and Experiences 35
  4.1 Why client management is important 36
  4.2 What clients value in client management 38
  4.3 What clients value most in a relationship director 41
  4.4 The client management lifecycle 43
  4.5 Improving the client’s experience of client management 46
5 Client Management in Practice 47
  5.1 The approach to client management 48
  5.2 How firms service client relationships 50
  5.3 How firms are preparing for the future 56
  5.4 Client management infrastructure 57
6 Building a Client Management Framework 59
  6.1 The need for a client management framework 60
  6.2 The priorities for a client management framework 61
  6.3 The components of a client management framework 63
  6.4 Guidelines for establishing a client management infrastructure 70
  6.5 Outsourcing client management 71
7 Conclusions 73


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