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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 establis
List 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�â�
About the author
Jack Berkovi is an international marketing and business development specialist with most recent experience in professional services. After management and marketing roles with Procter & Gamble, 3M and Norton Company, in 1988 he moved into consultancy at Marketing Improvements Group. As Operations Director, he worked with Clients in Australia, Europe and USA including: Balfour Beatty, Foseco, Henkel, HP, Jones Lang LaSalle, PricewaterhouseCoopers, Savills, Strutt & Parker. MIG joined Robson Rhodes in 1999 where Jack became Head of Marketing for their technology, media and telecommunications sector; then managed their corporate campaigns and business development. When Robson Rhodes merged with Grant Thornton UK, Jack was appointed Senior Manager, Corporate Campaigns, then Head of Brand and Client Care. During his stewardship, the level of Client satisfaction and unprompted brand recognition both increased.
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 establis
