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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- See all press releases, articles and event information here
Register here for the Leveraging Technology to Enhance the Client Experience Webcast on Wednesday 18 January at 13:00 EST.
