03847nam 2200685 450 991081481030332120230120085410.01-315-57890-51-317-14562-31-4094-3790-6(CKB)3710000000268052(EBL)1825703(OCoLC)894171059(SSID)ssj0001369607(PQKBManifestationID)12610508(PQKBTitleCode)TC0001369607(PQKBWorkID)11289811(PQKB)10788916(Au-PeEL)EBL1825703(CaPaEBR)ebr11000937(CaONFJC)MIL919026(Au-PeEL)EBL5294181(CaONFJC)MIL687872(OCoLC)994544343(MiAaPQ)EBC1825703(MiAaPQ)EBC5294181(PPN)192787624(EXLCZ)99371000000026805220150116h20142014 uy 0engur|n|---|||||txtccrEffective client management in professional services how to build successful client relationships /Jack BerkoviSurrey, England ;Burlington, Vermont :Gower Publishing Limited :Gower Publishing Company,2014.©20141 online resource (377 p.)Description based upon print version of record.1-4094-3789-2 Includes bibliographical references and index.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 Development9 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; ReferencesIndexEffective 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 determiCustomer servicesService industriesMarketingProfessionsMarketingCustomer services.Service industriesMarketing.ProfessionsMarketing.658.8/12Berkovi Jack1601476MiAaPQMiAaPQMiAaPQBOOK9910814810303321Effective client management in professional services3925084UNINA