Download or read book Effective Client Management in Professional Services written by Jack Berkovi and published by Routledge. This book was released on 2016-04-29 with total page 336 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 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. Many firms are still developing and improving their commercial structures and approaches to attract, develop and retain Clients. Characteristically, professional services firms tend to lag their consumer goods and service industry counterparts in overall commerciality. Only recently have they discovered the value of having a strong brand promise with the associated employee engagement. In many firms achievement of Client satisfaction is not a strategic objective; this may need to be reviewed. 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. The book 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.

Download or read book Effective Client Management in Professional Services written by Jack Berkovi and published by Routledge. This book was released on 2016-04-29 with total page 375 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 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. Many firms are still developing and improving their commercial structures and approaches to attract, develop and retain Clients. Characteristically, professional services firms tend to lag their consumer goods and service industry counterparts in overall commerciality. Only recently have they discovered the value of having a strong brand promise with the associated employee engagement. In many firms achievement of Client satisfaction is not a strategic objective; this may need to be reviewed. 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. The book 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.

Download or read book Managing The Professional Service Firm written by David H. Maister and published by Simon and Schuster. This book was released on 2012-12-11 with total page 479 pages. Available in PDF, EPUB and Kindle. Book excerpt: Professional service firms differ from other business enterprises in two distinct ways: first they provide highly customised services thus cannot apply many of the management principles developed for product-based industries. Second, professional services are highly personalised, involving the skills of individuals. Such firms must therefore compete not only for clients but also for talented professionals. Drawing on more than ten years of research and consulting to these unique and creative companies, David Maister explores issues ranging from marketing and business development to multinational strategies, human resources policies to profit improvement, strategic planning to effective leadership. While these issues can be complex, Maister simplifies them by recognising that 'every professional service firm in the world, regardless of size, specific profession, or country of operation, has the same mission statement: outstanding service to clients, satisfying careers for its people and financial success for its owners.'

Download or read book The Oxford Handbook of Professional Service Firms written by Laura Empson and published by OUP Oxford. This book was released on 2015-08-13 with total page 620 pages. Available in PDF, EPUB and Kindle. Book excerpt: Over the past three decades the Professional Service Firm (PSF) sector has emerged as one of the most rapidly growing, profitable, and significant in the global economy. In 2013 the accountancy, management consulting, legal, and architectural sectors alone generated revenues of US$ 1.6 trillion and employed 14 million people. PSFs play an important role in developing human capital, creating innovative business services, reshaping government institutions, establishing and interpreting the rules of financial markets, and setting legal, accounting and other professional standards. The study of PSFs can offer insights into the contemporary challenges facing organizations within the knowledge economy, and deepen understanding of more conventional organizations. Despite their significance, however, PSFs have until recently remained very much in the shadows of organizational and management research. The Oxford Handbook of Professional Service Firms marks the coming of age of PSF scholarship with a comprehensive and integrative exploration of current research and thinking on PSFs, featuring contributions from internationally renowned scholars in the fields of organizational and management studies. It is divided into three distinct sections - the professions, the firms, and the professionals that work within them - and covers subjects from governance and leadership to regulation, entrepreneurship, and diversity. Bringing together a broad range of empirical and theoretical perspectives, the Handbook offers many potentially important insights into the contemporary challenges of organizations in the knowledge economy and suggests new lines of inquiry that may shed further light on the activities and performance of PSFs and the professionals who work within them.

Download or read book Client at the Core written by August J. Aquila and published by John Wiley & Sons. This book was released on 2004-07-29 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Clients At The Core is an essential blueprint to helping usall take the next steps. The authors, battle scarred by theevolution of professional firm management and marketing from thento now, have captured the changing needs of the firms in thisturbulent new economic era. This is a well-written book that usesplain language to convey practical, well thought-out ideas." -Patrick J. McKenna, a leading international consultant toprofessional service firms "The authors have captured the changing role of professionalservices marketing and firm management. There is valuable insight[in this] down-to-earth guide to competing successfully in the newenvironment." -David Maister, author and consultant "The book is a masterpiece! Aquila and Marcus have produced theessential guide for managing a professional services firm. They'vemarshaled their considerable real-life experiences and far-reachingvision into a veritable operating manual for the successfulfirm." -Rick Telberg, Editor at Large, American Institute ofCertified Public Accountants "At its heart, this book is the running shoe for legal andaccounting professionals who want to put the client first.Following the evolution of the industry over the past twenty-fiveyears, this must-have for every professional services firm is thekey to leading in the turbulent and highly competitive watersahead." -Richard S. Levick, Esq., President, Levick StrategicCommunications, LLC coauthor, Stop the Presses: The Litigation PRDesk Reference "Client selection and retention is one of the critical successfactors for a professional services firm, and Aquila and Marcus doa masterful job at educating us on the necessary ingredients ofeach. The chapters on firm governance and paying for performanceare thought provoking and certainly challenging to the conventionalwisdom. If you want a better understanding of marketing and leadinga professional firm in these turbulent times, this book isessential." -Ronald J. Baker, author, Professional's Guide to ValuePricing and The Firm of the Future "Client at the Core is a commonsense approach to keeping yourprofessional services firm relevant in the twenty-first century'sclient-driven economy. Aquila and Marcus have hit a home run withtheir insightful analysis and poignant prose." -Jeffrey S. Pawlow, Managing Shareholder, The GrowthPartnership, Inc.

Download or read book The Art of Client Service written by Robert Solomon and published by John Wiley & Sons. This book was released on 2016-03-17 with total page 191 pages. Available in PDF, EPUB and Kindle. Book excerpt: A practical guide for providing exceptional client service Most advertising and marketing people would claim great client service is an elusive, ephemeral pursuit, not easily characterized by a precise skill set or inventory of responsibilities; this book and its author argue otherwise, claiming there are definable, actionable methods to the role, and provide guidance designed to achieve more effective work. Written by one of the industry's most knowledgeable client services executives, the book begins with a definition, then follows a path from an initial new business win to beginning, building, losing, then regaining trust with clients. It is a powerful source of counsel for those new to the business, for industry veterans who want to refresh or validate what they know, and for anyone in the middle of the journey to get better at what they do.

Download or read book How Clients Buy written by Tom McMakin and published by John Wiley & Sons. This book was released on 2018-03-13 with total page 279 pages. Available in PDF, EPUB and Kindle. Book excerpt: The real-world guide to selling your services and bringing in business How Clients Buy is the much-needed guide to selling your services. If you're one of the millions of people whose skills are the 'product,' you know that you cannot be successful unless you bring in clients. The problem is, you're trained to do your job—not sell it. No matter how great you may be at your actual role, you likely feel a bit lost, hesitant, or 'behind' when it comes to courting clients, an unfamiliar territory where you're never quite sure of the line between under- and over-selling. This book comes to the rescue with real, practical advice for selling what you do. You'll have to unlearn everything you know about sales, but then you'll learn new skills that will help you make connections, develop rapport, create interest, earn trust, and turn prospects into clients. Business development is critical to your personal success, and your skills in this area will dictate the course of your career. This invaluable guide gives you a set of real-world best practices that can help you become the rainmaker you want to be. Get the word out and make productive connections Drop the fear of self-promotion and advertise your accomplishments Earn potential clients' trust to build a lasting relationship Scrap the sales pitch in favor of honesty, positivity, and value Working in the consulting and professional services fields comes with difficulties not encountered by those who sell tangible products. Services are often under-valued, and become among the first things to go when budgets get tight. It is now harder than ever to sell professional services, so your game must be on-point if you hope to out-compete the field. How Clients Buy shows you how to level up and start winning the client list of your dreams.

Download or read book Winning the Professional Services Sale written by Michael W. McLaughlin and published by John Wiley & Sons. This book was released on 2009-08-06 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: An innovative approach to winning more profitable sales in the growing professional services industry In recent years, professional services providers have had to rethink their sales methods and adapt to profound changes in the way clients buy services. In response, Winning the Professional Services Sale argues for fundamental changes in the seller's mindset and sales strategies. Rather than pressing the sale, salespeople must help clients buy--the way that works best for each client. This new approach gives buyers what they now want in a services seller: a consultative problem solver, change agent, and solution integrator, all rolled into one. Author Michael McLaughlin presents a strategy for winning new business with a holistic approach to each client relationship. Only by fully understanding a sale from every angle, including its impact on the client's business and career, can salespeople thrive in the new era of the service economy.

Download or read book Buying Professional Services written by Fiona Czerniawska and published by Wiley. This book was released on 2010-07-26 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Public and private sector organisations are spending huge amounts of money buying professional services, and most are doing it badly, without sufficiently rigorous procurement processes or an adequate understanding of the marketplace, resulting in wasted money and disappointing outcomes. Even among those organisations with formal procurement processes and techniques, many are applying them inappropriately and therefore acheive similary poor results. On the other side of the fence, many professional services firms don't understand how the increasing application of procurement processes could affect the way they get business and work with clients, the way they charge and, ultimately, their profitability. Furthermore, while they are working together, both professional services providers and their clients too often behave in ways that reduce the potential benefits to both parties. Using real examples from a range of private sector firms, government departments and the professional services firms themselves, this book explores what users and providers of professional services need to do to ensure that the users' money is well spent and the providers' earnings are well earned. "A practical and thought provoking guide that gets to the heart of the matter about what differentiates this category of spend."—Helen Wilber FCIPS, Senior Procurement Manager, Professional Services, Group Procurement, Royal Mail "This insightful book will help buyers and providers of professional services get a better understanding of the issues – and achieve better results."—Lindsay Morgan, Partner and Head of Global Real Estate, Norton Rose LLP and Group

Download or read book Client Relationship Management written by David A. Po-Chedley and published by Human Resource Development. This book was released on 2001 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book reveals how to truly excel at meeting client needs and lock in future business, client testimonials, increased referrals and client loyalty. Insightful and full of common sense, Client Relationship Management sheds new light on managing the six elements of successful client relationship management: The client relationship, relationship/project initiation, planning, implementation, closeout, and application/service plan. The book delivers a wealth of advice from the "real world"; how to define solutions based on the client's history, design a plan that secures ownership from stakeholders, promote strong communication, and orchestrate project closeout to acknowledge individual and team performance.

Download or read book Professional Services Marketing written by Mike Schultz and published by John Wiley & Sons. This book was released on 2013-06-04 with total page 373 pages. Available in PDF, EPUB and Kindle. Book excerpt: A proven approach to revenue-generating marketing and client development Professional Services Marketing is a fully field-tested and research-based approach to marketing and client development for professional services firms. The book, now in its Second Edition, covers five key areas that are critical for firms that want to grow and become more profitable: creating a marketing and growth strategy; establishing a brand and reputation; implementing a marketing communications program; executing lead generation strategies; and developing business by winning new clients. You will also read real-world case studies that illustrate major points, as well as quotes and stories from well-respected professionals in the industry. The Second Edition features new research and updates throughout, including new chapters on social media and online marketing, as well as new case studies and interviews Authors Mike Schultz and John E. Doerr are the coauthors of the Wall Street Journal and Inc. Magazine bestseller Rainmaking Conversations and Professional Services Marketing; Lee W. Frederiksen is coauthor of Online Marketing for Professional Services Will be widely promoted via multiple online routes and direct mail marketing Firms of any size can use this proven approach to marketing and client development to attract new clients and grow their professional service businesses.

Download or read book How to Lead a Values Based Professional Services Firm written by Don Scales and published by John Wiley & Sons. This book was released on 2020-01-22 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: We live in a values-driven world. As times change, businesses must evolve. The way that leaders have run companies for generations is no longer relevant.Today -- Purpose wins over products. Values win over features. Stories win over pitches.Everyone everywhere craves fulfillment. You must share the reason why you exist and infuse it into everything you do, in order to thrive. Many leaders see the shift in the market and make an effort to adapt. Companies quickly learn that one-off workshops and off-sites are not enough. Purpose is more than a press release. Your vision and mission statements should live in practice as well as print, and permeate through every aspect of your organization. You must close the gap between the messages you declare and the experiences you deliver. How to Lead a Values-Based Professional Services Firm shares the vital experience and valuable insights that leaders require to evolve their organizations and navigate the values-driven world we live in. Live your purpose to stay alive and build a faithful following of clients and team members. Employ your authentic values as your guide through the modern market and drive profitability. Share meaningful stories that emotionally connect with todays clientele to transform them into tomorrows brand ambassadors. 3 keys to unlock purpose and profit will enable you to turn the obstacles of the shifting market into your greatest opportunities, soar above your competitors, and grow your revenue beyond your highest projections.

Download or read book Clients for Life written by Andrew Sobel and published by Simon and Schuster. This book was released on 2001-02-21 with total page 269 pages. Available in PDF, EPUB and Kindle. Book excerpt: Finally, the book that all professionals frustrated with fleeting client loyalty and relentless price pressure have waited for—the first in-depth, guide to developing lasting client relationships. Millions of people in this country earn their livings by serving clients, and their numbers are growing every day. Unfortunately, far too few develop the skills and strategies needed to rise to the top in a world where clients have almost unlimited access to information and expertise. Clients for Life sets forth a comprehensive framework for how professionals in all fields can develop breakthrough relationships with their clients and enjoy enduring client loyalty. Supported by more than 100 case studies and wisdom gleaned from interviews with dozens of leading CEOs and prominent business advisors, Clients for Life identifies what clients really want and lays out the core qualities that distinguish the client advisor—an irreplaceable resource—from the expert for hire, a tradable commodity. Readers will learn, for example, to develop selfless independence, which tempers complete emotional, intellectual, and financial independence with a powerful commitment to client needs; to become deep generalists and overcome the narrow perspective caused by specialization; to systematically build lifelong trust; and to cultivate the power of synthesis—big-picture thinking—that is so highly valued by clients. Portraits of history's most famously successful advisors, including Machiavelli, Sir Thomas More, and J. P. Morgan, underscore these timeless qualities that modern professionals need to develop to excel in today's competitive environment.

Download or read book The Effective Client written by David Skuodas and published by . This book was released on 2020 with total page 139 pages. Available in PDF, EPUB and Kindle. Book excerpt: Have you ever wondered what designers and builders really think about their clients, or why it matters? David Skuodas spent the past several years asking vendors in the construction industry the following question: "Why does it matter to be a good client?" Skuodas interviewed over 50 consultants, contractors, and client project managers about this topic. He asked them what differentiates a good client from a bad client, and how the client affects the cost, schedule, and quality of a project. He also asked vendors what conditions allow them to do their best work, and conversely, what might an owner do that makes it difficult for vendors to do their jobs effectively? This book allows you to peek behind the curtain and find out how designers and builders really differentiate between good and bad clients. You will learn how client behavior affects the price and quality of work - and even how designers and builders choose their clients. That's right, just because you have a project to bid doesn't anybody has to bid it. This book offers practical advice on how you can improve your standing with designers and builders so you can become a client of choice. Make no mistake: owners are in competition with each other for a very limited pool of capable designers and builders. Being a desirable customer is smart business, this book will show you how.

Download or read book Let s Get Real or Let s Not Play written by Mahan Khalsa and published by Penguin. This book was released on 2008-10-30 with total page 296 pages. Available in PDF, EPUB and Kindle. Book excerpt: The new way to transform a sales culture with clarity, authenticity, and emotional intelligence Too often, the sales process is all about fear. Customers are afraid that they will be talked into making a mistake; salespeople dread being unable to close the deal and make their quotas. No one is happy. Mahan Khalsa and Randy Illig offer a better way. Salespeople, they argue, do best when they focus 100 percent on helping clients succeed. When customers are successful, both buyer and seller win. When they aren't, both lose. It's no longer sufficient to get clients to buy; a salesperson must also help the client reduce costs, increase revenues, and improve productivity, quality, and customer satisfaction. Elevate your career with this essential guide for sales professionals and entrepreneurs alike.

Download or read book Never Say Sell written by Tom McMakin and published by John Wiley & Sons. This book was released on 2020-10-27 with total page 265 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn the secrets of how recurring revenue is driven at expert firms like BCG, KPMG, EY, and more Never Say Sell: How the World's Best Consulting and Professional Services Firms Expand Client Relationships explains how to scale individual engagements into long-term business relationships. Cowritten by Tom McMakin, the coauthor of How Clients Buy and expert in account development, and colleague Jacob Parks, this book provides insights from key rainmakers at firms like Accenture, IBM, and more into how they drive growth from existing relationships. Never Say Sell is a business development guide for professional service providers like consultants, accountants, and lawyers, whether they are sole proprietors or members of account teams tasked with expanding key accounts. Doing good work with existing clients is not enough to have them come back to you again and again. You must do more. This book explores the techniques and methods that leading professional service providers use to add value, cross sell, and drive recurring revenue from existing engagements. Never Say Sell will help you turn one-and-done clients into some of your most exciting and lucrative relationships. It is a must-have for any professional who benefits from repeat business.

Download or read book Strategic Management of Professional Service Firms written by Bente Løwendahl and published by . This book was released on 2000-01 with total page 191 pages. Available in PDF, EPUB and Kindle. Book excerpt: