Engaging the whole firm


Improving client experience in institutional and wholesale investment management

Engaging the whole firm

Executive Summary

In the investment management industry, it is often said that investment performance is the predominant factor by which clients judge investment managers. While there is certainly some truth in this statement, in reality, clients take an approach to judging investment managers that is both broader and more nuanced. Investment performance will remain key but, with competition intensifying in the market, investors tell us that client experience is increasingly important. In a recent paper by DeloitteCasey Quirk, Distribution 2.0 , we reported that 76 percent of buyers client experience is a contributing factor to manager terminations.

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Performance magazine issue 30, September 2019

Performance is a triannual digest, dedicated to investment management professionals, which brings you the latest articles, news and market developments from Deloitte’s professionals and clients.

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