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This article will outline how you can view the engagement that your firm is having with individuals, companies or groups.
Included in this article:
What is Engagement within Client Sense?
What information is shown?
How can understanding Engagement help?
How to see your firm's Engagement with a particular Company
How to see your firm's Engagement with a particular Individual
How to see your firm's Engagement with a specific group of Individuals (or Companies)
What is Engagement within Client Sense?
Client Sense can visually present the engagement that your firm is having with any number of individuals or companies over time.
Below is an example of the engagement the firm is having with Macquarie as a client organization:
Click image to expand
What interactions are shown within Engagement
The information which is included in the Engagement screen includes:
- Emails (the amount of email communication)
- Meetings (the number of in-person meetings)
- Contacts (the number of people from the firm involved)
- Departments (the number of different departments / practice groups involved)
- Offices (the number of different firm office locations thar are involved)
- Online Meetings (different to Meetings, these are seen as having an online location rather than a physical location, such as a Teams, Zoom or a Webex meeting)
- Phone calls (of not integrated with a telephone system, this will default to Outlook meetings which including the words "Phone" or "Call" in the Subject of the meeting).
- Coffee (the number of Outlook meetings which include the word "Coffee" in the Subject of the meeting).
- Event (the number of Events that an induvial or company has attended over-time)
- Fees (applying to companies only, not individuals, this shows total monthly fees for a company and how it is changing over time) * Requires integration
Custom activity types can be set by the firm. Any custom activities added by the firm will also appear with the Engagement screen. This could include Client Review Meetings, Pitches or the additional of particular Event types, such as Webinars or Training.
More information on how to add, remove and automatically capture custom activity types are available in a separate article.
How can understanding Engagement help?
There are various ways that engagement information can be used by your firm. Some of these include:
Monitoring key client engagement
Having the ability to monitor the engagement your firm is having with one or more key clients, allows you to:
- Ensure certain levels of engagement are maintained
- Understand where a client relationship may be at risk
- Assess your efforts in expanding or growing a client relationship
Assessing engagement with attendees following an event
The effectiveness of the events in the vast majority of cases is not easily understood or quantified.
Even for an "effective" event, resulting work may only come some months or years later. Complicating this, not all events are designed to develop new business, some are designed as an appreciation event and others are purely to enhance awareness.
What can be measured though, is the engagement of attendees following on from an event. Some examples include:
- Post-event follow up: Understanding if post-event follow up has taken place. It is not a good use of time to go to the effort of running an event and then not bother to follow up with or even thank attendees for their time.
- Post-event engagement: Assessing engagement with attendees after an event, including meetings, contact and email communication provides a much earlier indication as to the success of an event. Assessing these "leading indicators" instead of monitoring only for fees, which are almost always as a "lagging indicator" will help the firm to better understand and compare which events are and are and or not a good use of resources.
- Culling out the "sandwich eaters": All events take time and effort, but some also incur a significant per-head cost. Assessing the engagement with potential attendees ahead of shelling out for another lunch or dinner on the firm's account can be a very effective way to "prioritize" attendees.
Viewing the engagement your firm is having with a prospect
It is very easy to assume someone else is following up with and actively engaging with a prospective client. With visibility at a firm-level, it becomes possible to:
- Understand where communication and activity has fallen away or lapsed
- Understand if activity is too great or is not being applied in a coordinated manner from various groups or individuals across the firm.
How to see your firm's Engagement with a particular Company
1. Search for the company in the search bar (ensure Organizations is selected)
2. Click on the Contact Card for the company
Note: If the company is already in your favorites, you can click on the Contact Card directly from there also.
3. Click on Engagement
You will now be viewing the Engagement for this particular company
How to see your firm's Engagement with a particular Individual
1. Search for the Individual in the search bar (ensure Individuals is selected)
2. Click on the Contact Card for the individual
Note: If the Individual is already in your favorites, you can click on the Contact Card directly from there also.
3. Click Engagement
You will now be viewing the Engagement for this particular company
How to see your firm's Engagement with a specific group of Individuals
This example could be used to see your firm's engagement with a group of event attendees such as a webinar, a conference, or an in-person event.
You can also use this to monitor engagement across set of key individuals such as VIPs from one or more companies, or a collection of board members from various organizations or even for an individual that is known to use multiple different email addresses.
1. Click Add to create a new list where you will add the specific Individuals
You can skip ahead to Step 8 if you already have the list in your Favorites
2. Click Favorite List in this case because we know the Individuals we want to add
You can also view the Engagement for a Dynamic List using the same process from Step 8 onward. The creation of Dynamic Lists is explained in another Article.
3. Name your Favorite Tab / list
4. Click Save
5. If you do not already have a list of the email addresses for the people you want to add, Search for the Individuals and click the Favorite button
6. Scroll to and click the name of the Tab you just created
7. Click Save
Tip: Rather than needing to select the list each time, you can simply click and drag the Favorite Icon for any Individual or Organization down into the list area! You just need to ensure you have already clicked on the list you want to add to.
8. If you already have a list of the Individuals you would like to add, Right Click your Favorite Tab and click Import
9. Paste the list of email addresses you would like to add
10. Click Save
11. To view the Engagement for this group of Individuals, Right Click the Favorite Tab you created and click on Engagement
You will now be viewing the Engagement for these particular Individuals
Note: Engagement across multiple Organizations / Companies or a blend of Individuals and Organizations can also be seen using the same steps. If an Organization is added to the list, then the Engagement with each individual from the companies included will be shown.
In-fact, you can view the Engagement for any Favorite List by Right Clicking and selecting Engagement!
You can see the Engagement for a group of Webinar or Physical Event attendees by following the same steps above and importing a list of the attendees.
Specific detail on using Engagement to assess the effectiveness of Events is available in a separate Knowledge Base article.