Jones Lang LaSalle is one of the largest providers of commercial real estate and investment management services in the world. In 1997, the company realised that it needed to introduce a more structured client management approach, based on internal and external best practice, which harnessed, managed and measured the way it served its international clients across Europe.
As a way of addressing this challenge it established the European Client Relationship Management (ECRM) programme. ECRM followed a deliberate path that carefully selected those clients suitable for pan-European management and developed specific client strategies for improving service delivery with them.
