Case Study


Legal and General Investment Management

Company and Situation

LGIM is headquartered in London and is one of the UK’s largest and oldest banks. It serves many sectors including retail, corporate, and investment customers, offering services with traditional values and practice. Starting our work in 2003, we worked with a division that wanted to review its growth and client retention strategy ensuring that it could retain its base business in the face of fierce competition.


While facing increasing competition, LGIM wanted to simultaneously keep growing with new business opportunities and increase revenue without threatening their reputation for outstanding customer experience, satisfaction and a reputation as a trusted bank.

“A trusted business partner. We received focus, high quality, and high energy results every time”
Head of Business Development

Our approach

To access the potential and understand the culture, we began this project with an internal employee and senior management analysis. We defined, designed and delivered in collaboration with them a client focused ‘Relationship Management’ model and operational framework.


We supported the implementation of our ‘Relationship Management’ model and operational framework with a varied mix of approaches, including:

  •  A Learning and Development Suite of Programmes attended by 120 Client  Account Managers over a 4-year period
  •  Executive Coaching sessions for key individuals
  •  Team Collaboration workshops for teams working across functions
  •  Several Management Development Team Days and Retreats


The framework was implemented with success during a difficult period within the banking sector shown by their strong-standing reputation for customer experience.

The bank maintains success and is frequently recognized as the ‘best in class’ across multiple product and service offerings.

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