| Description |
1 online resource |
| 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 |
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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 |
| Summary |
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 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. This resource also includes insights from top practitioners, anecdotes, case studies, charts and useful exercises and checklists. Readers can also determine their own level of effectiveness using the end of chapter reviews and a diagnostic tool to produce a client management profile. -- Edited summary from book |
| Bibliography |
Includes bibliographical references and index |
| Notes |
English |
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Print version record |
| Subject |
Customer services.
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Service industries -- Marketing.
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Professions -- Marketing.
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BUSINESS & ECONOMICS -- Industrial Management.
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BUSINESS & ECONOMICS -- Management.
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BUSINESS & ECONOMICS -- Management Science.
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BUSINESS & ECONOMICS -- Organizational Behavior.
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Customer services
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Professions -- Marketing
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Service industries -- Marketing
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| Form |
Electronic book
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| ISBN |
9781409437901 |
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1409437906 |
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9781472407986 |
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1472407989 |
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9781317145639 |
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1317145631 |
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1409437892 |
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9781409437895 |
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1317145623 |
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9781317145622 |
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