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Home arrow Management arrow Effective Client Management in Professional Services

A short course of lectures
«Effective Client Management in Professional Services»





Initial ThoughtsAnalysing Client Satisfaction Survey ResponsesSector ConsolidationSynopsisClient relationship managementSynopsisInnovative MergersThe Service Matrix - Capability vs DeliveryPositive commentsSELECT OPPORTUNITIESSector FocusThe Evolution of Strategic Marketing and its Impact on ClientsBrand Creation and DevelopmentSpeaking EngagementsCRM System FunctionalityTalent Management and DevelopmentClient Representation at Board LevelBenchmarking Surveys for Competitor ComparisonBrand: Brand, Differentiation and Positioning and their Impact on ClientsClient CareRecognising Service ExcellenceThe brand promiseBuyers: How Clients Buy Professional ServicesClient SegmentationSector focusDecision Maker AnalysisFurther Research with 'Promoters'ProspectingCreating client interest through thought leadershipClient ManagementBrand identityThe client's requirements and processes -10 key questions to be answeredSocial CRM in Professional ServicesClients Working with Their Advisors to Develop New ServicesSynopsisThe Enlightened FirmAttention to DetailThe Power of Client Testimonials in Attracting New BusinessMonitoring and celebrating the success rate of proposals and bidsMeeting the client to understand their requirementsSecure top-level support and regular communicationsThe Client/Partner/Manager Needs DilemmaThe Challenges of Reputation ManagementPortfolio Management is a Strategic PriorityMessagingWays of classifying Clients for focusReview progress ofthe relationshipTargetingKnowing the Firm's Top ClientsProposals: Developing Winning Client Proposals and BidsHow International Clients Buy Professional ServicesClient satisfactionAdvertising and Digital Media ChannelsPricing PoliciesClient Satisfaction Breeds LoyaltyMarket ConsolidationDeveloping Client TrustClient ExpectationsRegular CommunicationThe Importance of Leveraging Alumni RelationshipsThe Growing Importance of Business DevelopmentAttracting New ClientsClient Data Mining and Data AnalyticsCharacteristics of a Culture of Client OrientationMoments of TruthThe Developing Role of the Client Manager in Professional ServicesGetting to Know the Buyers and their OrganisationDeclining to respond to a RFPInnovation: Innovations that Impact ClientsGrowing the Client Base Strategically and ProfitablyThe Client ExperienceStrategicProducing Client Case StudiesCourtshipClient Orientation is EssentialArticles and MagazinesAdding Referrals to the Sales PipelineInfluencing factorsAbout the AuthorSocial Media Channel UsageAn Orchestrated PerformanceDeveloping KPIsMarket Development Impact on Clients in Emerging MarketsProbing NPSsInnovative ProposalsAnalysing and Mapping the Client DMUIncomeLaunching a CRM ProgrammeUsing Social Media Channels to Build Client RelationshipsRaising awareness in non-clients about your firmThe Use of Technology to Target ClientsThe Role of the International HQQualitative Aspects of Client Satisfaction InterviewsOrientation: Developing a Culture of Client OrientationChallenges AheadIDENTIFY AND GAIN AGREEMENT ON NEEDSNegative commentsClient Relationship Development An Innovative Merger of Law FirmsSelect each otherResponding to Proposals and Bids: A Step-by-Step ProcessEmployee Engagement and its Impact on ClientsBusiness Development Needs Focus and Metrics to be SuccessfulThe Firm's Culture: Do Partners, Profits or Clients Come First?Attracting prospective clients at eventsTargets and Metrics for Client SatisfactionThe Client Relationship Development ProcessFee income levelSupplier selection and evaluation factorsSynopsisBrandingA Hierarchy of Value Propositions May Be NeededInnovative Firms Attract ClientsLead, plan, researchLevel of client effortOverall role: a relationship builderSetting KPIs to Improve the Firm's ResultsBenefits to ClientsSponsorshipSales Pipeline ManagementSynopsisClient Satisfaction and Loyalty The Increasingly Mobile ClientBid or no bid?Client Care in Action Helps Client RetentionAnother Example of Calculating the NPSSynopsisClient Touch PointsThought FollowershipThe Importance of Having Media-trained EmployeesPrioritising ClientsImpact on Clients of a Firm's StructureMeetings and conversionsThe Aim of Client Relationship DevelopmentClient PanelsGetting to Know Your Peers in the Client's OrganisationKnowledge of Buying Processes and Structures is Vital to Win New BusinessClient MappingTypes of Client RelationshipMoving Activities into ProgressionsAcknowledgementsThe ChallengeRewarding Excellence in Client SatisfactionDEVELOP A SOLUTIONClients that DefectWebsites that Attract InterestClient Relationship Management and CRM systemsCalculating the Value of the 'Promoter' ClientsFeatures, Advantages, Benefits and EvidenceClient analysisOBTAIN AGREEMENTThe Challenges of Developing Strong Client RelationshipsSynopsisHow Clients Buy Professional Services Gaining ReputationThe power of referrals in attracting new clientsAgree the desired level for the relationshipSecurity factorsMetricsOpportunisticInfluence factorsOther Innovations Used by Professional Services Firms Knowing the Firm's Most Loyal ClientsWell-managed Mergers Can Improve a Firm's Market PositionCreating interest through sponsorshipInnovations that Impact ClientsCharacteristics of Loyal ClientsGAIN COMMITMENT OFTHE DECISION MAKERPortfolio: Managing the Client PortfolioCare: The Role of Client CareClient-facing processesBusiness DevelopmentStrategicEngagementWho Should Find this Book UsefulMedia Relations and its Impact on ClientsSynopsisThe Growth of Digitised Content MarketingThe Performance 'Gap'The Evolution of Marketing in Professional Services FirmsEstablishing a Client Satisfaction ProgrammeValue to your firmAttraction: Attracting New ClientsCOST-JUSTIFY THE SOLUTIONTypical business drivers researched in market segmentationConferences and Other EventsDescribing the FirmDocument the relationshipWhat this Book is AboutClient Care Survey ResultsAchievement factorsThe Challenges of Managing International ClientsContact with ClientsClient CareWinning Proposals and BidsBranding and messaging auditsBid evaluationCRM SystemIdentifying Performance 'Gaps'Establishing a Client CharterClassifying ClientsInnovative Contact StrategiesCreating unusual social eventsDiscuss client feedback to establish service goalsRole Description for a Strategic Client Manager in a Professional Services FirmPublish Your Client SuccessesThe Root Causes of Failure in Client ServiceBUILD A CONTINUING BUSINESS RELATIONSHIPKey Client Selection and ManagementPresenting your proposalThe Use of Data Analytics to Segment ClientsRelationships: Client Relationship DevelopmentThe Challenge of Attracting New ClientsStrategic Client Planning Process for Major PurchasesSynopsisPower and Influence of ClientsStrategic Client ManagementThe Importance of ReferralsInnovative Service DevelopmentLiving the brandCreation of Tailored Networks for ClientsWho Manages Client Care?SynopsisStructuring the BD OperationCompetitor Regulation Impact on ClientsWell-managed Bids and Proposals Help to Grow the BusinessProject ManagementExcellence in Client Care Leads to Achieving Preferred Supplier StatusSelecting your bidteamRecruiting the Best TalentPREPARE PROPOSALAN EXAMPLE OF SEGMENTATIONDifferentiationProposal and Bid ContentClient-related objectivesBrandDevelopment: Establishing an Effective Client Business Development ProgrammeThe importance of listening and questioningPositioning the Firm with ClientsThe Increasingly Mobile ClientSources of ReputationCSR ProgrammesRelationship Evaluation ProcessClients and Corporate Social ResponsibilityKey challengesGetting the Best from a CRM SystemClient Satisfaction Yields InsightsSatisfaction: Client Satisfaction and LoyaltyAllow time for new behaviours to happenAffiliation factorsEstablishing a Client Care ProgrammeProposals and BidsOrganising around sectorsThe Importance of Client Service PlansSynopsisDirect Marketing and PodcastsBrand, Differentiation and Positioning Making a Difference to ClientsReputation: Gaining Reputation with ClientsPRESENT AND CLOSEThought Leadership and its Impact on ClientsThe Way AheadBenefits of CRMExamples of Client Service ModelsDevelopthe relationshipThe Evolving Commercial ModelBackground research on the clientManaging the Client PortfolioSynopsisMarket positionPRE-CONTACT ANALYSISTypical competencesPoor, or unclear, communicationThe proposal documentThe challenges of diversitySynopsisUsing the Net Promoter Score to Rate Client SatisfactionThe Way Ahead for Clients of Professional Services FirmsTracking prospective and past clientsThe Impact of MergersHow Clients Think and FeelIssue-Based Marketing CampaignsUsing Maslow's Hierarchy of Needs to Explain Client SatisfactionThe Importance of Regular Contact with ClientsLack of common goalsDeveloping a Value PropositionAppraise and reward excellenceSkills of the strategic client managerWhat's in a (Brand) Name?Buyer Motivations in More Detail Developing a Culture of Client Orientation Memberships of Industry Groups and NetworksAdding Testimonials to the FunnelThe Brand Challenges AheadEvent Planning KPIsEstablishing an International Client Satisfaction ProgrammePrefaceContactingAn example of avalue proposition from an accountancy firmTaking on New ClientsThe Impact on Clients of Mergers among FirmsSources of your credentialsOrganising to Serve International ClientsRelationship TrackingPrepare for the relationshipSynopsis
 
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