Effective client management in professional services : how to build successful client relationships / Jack Berkovi.

Format:

Book

Author/Creator:

Berkovi, Jack, author.

Language:

English

Subjects (All):

Customer services.

Service industries--Marketing.

Service industries.

Professions--Marketing.

Professions.

Physical Description:

1 online resource (377 p.)

Edition:

1st ed.

Place of Publication:

Surrey, England ; Burlington, Vermont : Gower Publishing Limited : Gower Publishing Company, 2014.

Language Note:

English

Summary:

Effective Client Management in Professional Services explains how firms become client-centric, providing a comprehensive, pragmatic, guide to the Client relationship journey, from identifying potential Clients to their engagement, care, retention, development, loyalty and beyond. The handbook format has exercises and tools which can help to establish which Clients are likely to be the most lucrative and thus provide the desired financial returns. The book also includes insights from top practitioners, anecdotes, case studies, charts and useful exercises and checklists. Readers can also determi

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

Index

Notes:

Description based upon print version of record.

Includes bibliographical references and index.

Description based on print version record.

ISBN:

1-315-57890-5

1-317-14562-3

1-4094-3790-6

9781315578903

OCLC:

894171059