LEADER 03850nam 2200685 450 001 9910460347503321 005 20200520144314.0 010 $a1-317-14562-3 010 $a1-4094-3790-6 035 $a(CKB)3710000000268052 035 $a(EBL)1825703 035 $a(OCoLC)894171059 035 $a(SSID)ssj0001369607 035 $a(PQKBManifestationID)12610508 035 $a(PQKBTitleCode)TC0001369607 035 $a(PQKBWorkID)11289811 035 $a(PQKB)10788916 035 $a(MiAaPQ)EBC1825703 035 $a(MiAaPQ)EBC5294181 035 $a(PPN)192787624 035 $a(Au-PeEL)EBL1825703 035 $a(CaPaEBR)ebr11000937 035 $a(CaONFJC)MIL919026 035 $a(Au-PeEL)EBL5294181 035 $a(CaONFJC)MIL687872 035 $a(OCoLC)994544343 035 $a(EXLCZ)993710000000268052 100 $a20150116h20142014 uy 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 10$aEffective client management in professional services $ehow to build successful client relationships /$fJack Berkovi 210 1$aSurrey, England ;$aBurlington, Vermont :$cGower Publishing Limited :$cGower Publishing Company,$d2014. 210 4$dİ2014 215 $a1 online resource (377 p.) 300 $aDescription based upon print version of record. 311 $a1-4094-3789-2 320 $aIncludes bibliographical references and index. 327 $aCover; 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 327 $a9 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 327 $aIndex 330 $aEffective 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 606 $aCustomer services 606 $aService industries$xMarketing 606 $aProfessions$xMarketing 608 $aElectronic books. 615 0$aCustomer services. 615 0$aService industries$xMarketing. 615 0$aProfessions$xMarketing. 676 $a658.8/12 700 $aBerkovi$b Jack$0960283 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910460347503321 996 $aEffective client management in professional services$92176569 997 $aUNINA