by Paul Roberts | Jul 1, 2026 | PM Magazine
If you don’t know what your clients want and expect, providing a good customer experience is difficult, if not impossible, writes Paul Roberts. Most professional service firms believe they listen to their clients in the most effective way possible by running surveys,...
by Paul Roberts | Mar 1, 2026 | PM Magazine
An ‘outside-in’ view of client listening will drive revenue, says Paul Roberts. Your best client just moved a major project to a competitor. When you call to ask why, they say everything’s fine, the decision was just ‘timing’ or ‘political’. Later you learn they’ve...
