Effective Client Management in Professional Services How to Build Successful Client Relationships 1st Edition by Jack Berkovi 9781409437901 1409437906
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Product details:
ISBN 10: 1409437906
ISBN 13: 9781409437901
Author: Jack Berkovi
How do firms become Client-centric? Effective Client Management in Professional Services is about putting the Client first, everywhere, in the activities of professional services firms. The book introduces The Client Management Model
Table of contents:
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 Programme
10 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 Profile™
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
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Tags: Jack Berkovi, Effective, Client, Management, Professional