The MPF Client Service Panel brings together external clients with those responsible for managing client relationships, whether as fee earner or relationship management specialist. The objectives of the Panel include:
- Benchmark best practice through membership surveys.
- Link members through a formal network.
- Exchange ideas and best practice.
The Client Service Panel shares many common members with the Rainmakers Panel as fee earners typically mix rainmaking and client service. A key difference is that the Client Service Panel includes more external clients in its membership. Membership of either Panel is free for external clients and MPF members, and for anyone working for professional firms with membership of the PM Forum in the relevant country.
Structured surveys: The Panel committee creates web-based surveys on relevant topics, analyses results and publishes findings for free on the MPF website. Anyone can use the findings as ammunition to make a valued contribution to the client service being provided to or by their own organisation.
Ad hoc: A member sends a question to mpfpulse@pmint.co.uk. HQ canvasses experts and members, and publishes a summary of contributions.
Panel Chair: Kevin Doolan previously ran the firm’s Retail Banking Practice with a team of more than 300 across the UK working for most of the UK’s leading Financial Institutions. In January 2001 he took on the role of Head of eStrategy working out of Eversheds’ City office and joined the firm’s Senior Management Team. His current role involves responsibility for Market Strategy and for working with many of Eversheds’ largest clients to make sure that its services provide the best match with the current needs of its international client base. In 1996 he completed his MBA at Henley Management College and is an associate member of the Chartered Institute of Purchasing and Supply.
Panel Director: Lisa Hart is CEO of Acritas, a leading professional and financial services research company. Lisa has spent more than ten years researching professional services buyers across the globe bringing unrivalled insight into the best and worst client service practice. She currently works with more than 25 law firms, 6 accounting firms and 4 property firms in both the UK and US. Prior to Acritas, Lisa learnt her research skills working for an FMCG research agency before entering the professional services world with a Business Analysis role at law firm Denton Wilde Sapte.
Debbie Atkins is Director of Client Relationships Management at law firm Tods Murray, based in Edinburgh. Debbie has extensive experience in business development, marketing and PR, not just from her time spent working in the Scottish professional service sector but also from experience gained in the hotel & leisure industry in London and the home counties in the 1980s. She is, herself, a qualified lawyer and retains her practising certificate. Debbie is also a member of The Prince's Trust Development Board for Scotland where she chairs the Fundraising Committee; a member of the Barnardo's Care & Hope Appeal Board; and a Director of Critical Path Marketing Ltd. Debbie joined Tods Murray from Morton Fraser, in January 2006.
Virginia Cook - Virginia has been with BDO Stoy Hayward for four and a half years, promoted to Head of Client Service in 2003, and in charge of the firm's client service strategy, key account programme and client satisfaction activities. She also manages the firm's alumni programme. Prior to joining BDO she worked at Arthur Andersen in a variety of roles including Human Capital and European TMT practice marketing head, head of Key Accounts and Industries, and finally as Marketing Director for the Business Consulting practice. Before Arthur Andersen she worked in a number of professional services firms including Coopers & Lybrand and DTZ Debenham Thorpe as head of marketing. She has been in professional services marketing for over 20 years, after a brief stint in publishing and recruitment.
Sue Miller graduated from Bristol University with a degree in Modern Languages before training and qualifying as a solicitor. She practised law for five years before moving across to professional services marketing via an MA in marketing. For the last nine years she has been Marketing Director at City law firm, Reynolds Porter Chamberlain LLP. Outside the professional services sphere, she was a founder member of the Slow Food movement in the UK and chair of its first Board of Directors.
Two independent referees are required. Panel membership is free for external clients and for members of the MPF and/or PM Forum, with dues of £487.50 /$887.50 /€707.50 plus admission fee for others. Consultants are only eligible for Panel membership in exceptional circumstances. Membership renews on 1 September with a sliding scale in the first year. If interested, please complete the registration form.