How do we define CLM?
Client lifecycle management can mean different things to different people. For instance, there is often a tendency to focus on onboarding as the starting point or that servicing an individual as a client is the goal. The reality, from our perspective, is that CLM is everything from first contact with a potential client, through prospecting, onboarding, servicing and offboarding (although hopefully not the last step if you’ve got it right!). Acquiring a name and phone number to initiate a process that will result in the successful onboarding of new clients leads directly to the mandatory practice of meeting compliance requirements such as KYC reviews and loyalty programs that ensure clients are delighted with their experience and hopefully allow you to gain a greater share of wallet.
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