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Effective Client Management in Professional Services

Jack Berkovi
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A01=Jack Berkovi
advanced client relationship management tools
Author_Jack Berkovi
BD Team
Bid Team
brand positioning techniques
business
Category=KF
Category=KJC
Category=KJMV7
Category=KJS
Client Care
Client Charter
Client Management
client orientation strategies
Client Panels
client portfolio analysis
Client Relationship Development
Client Satisfaction
Client Service Models
commercial structure optimisation
CRM
CRM System
CSR
CSR Programme
development
DLA Piper
Effective Client Management
Employee Engagement
employee engagement models
eq_bestseller
eq_business-finance-law
eq_isMigrated=1
eq_isMigrated=2
eq_nobargain
eq_non-fiction
firms
IRU
key
Loyal Clients
LQ
MPF
net
Net Promoter Score
professional services benchmarking
Professional Services Firms
promoter
relationships
satisfaction
score
Social CRM
Strategic Client
Strategic Client Plan
teams

Product details

  • ISBN 9781032836942
  • Weight: 660g
  • Dimensions: 174 x 246mm
  • Publication Date: 24 Jun 2024
  • Publisher: Taylor & Francis Ltd
  • Publication City/Country: GB
  • Product Form: Paperback
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Description

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.
About Jack Berkovi
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.

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