Effective client management in professional services : how to build successful client relationships / Jack Berkovi.
This book introduces the client management model to enable firms to assess their level of client orientation and relationship development. It also features the client management index which enables firms to benchmark their result against their peers. This book provides a comprehensive, pragmatic gui...
Saved in:
| Online Access: |
Full Text (via ProQuest) |
|---|---|
| Main Author: | |
| Format: | eBook |
| Language: | English |
| Published: |
Farnham, Surrey, England :
Gower Publishing Limited,
[2014]
|
| Subjects: |
Table of Contents:
- Cover; Contents; List of Figures; List of Tables; List of Interviewees ; List of Case Studies; About the Author; Preface; Acknowledgements; The Challenge; Introduction; Chapter Summary; 1 Orientation: Developing a Culture of Client Orientation; 2 Buyers: How Clients Buy Professional Services; 3 Portfolio: Managing the Client Portfolio; 4 Satisfaction: Client Satisfaction and Loyalty; 5 Care: The Role of Client Care; 6 Brand: Brand, Differentiation and Positioning and their Impact on Clients; 7 Reputation: Gaining Reputation with Clients; 8 Relationships: Client Relationship Development.
- 9 Development: Establishing an Effective Client Business Development Programme10 Attraction: Attracting New Clients; 11 Proposals: Developing Winning Client Proposals and Bids; 12 Innovation: Innovations that Impact Clients; 13 The Impact on Clients of Mergers among Firms; 14 The Way Ahead for Clients of Professional Services Firms; 15 The Client Management ProfileTM; Appendix 1: How Clients Think and Feel; Appendix 2: Buyer Profiling; Appendix 3: Feature, Advantage, Benefit, Evidence Exercise; Appendix 4: Strategic Client Planning Checklist; Appendix 5: Client Care Survey 2013; References.