Client Management
| Gain valuable insight into the brave new world of customer engagement as Alan Trefler, author of the popular new book, Build for Change: Revolutionizing Customer Engagement through Continuous Digital Innovation, shares about his take on today's customer, and explain what organizations can do to survive this current time of great "customer stress." | In this short video from customer service expert Mark Sanborn, discover the 7 B's of effective relationship building. Want better relationships? Watch this video. |
| Gareth Bull discussed how to manage your clients, expectations, communication, and the problems that you may face, Then, finally delivering the results. |
|
|
This section lists some recommended readings.
Effective Client Management in Professional Services by
How do firms become Client-centric? Effective Client Management in Professional Servicesis 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.
Conflict Management for Managers by
Conflict Management for Managers takes a theory-to-practice approach, focusing on commons types of conflicts managers face. Because of the hands-on nature of conflict management skills, it provides opportunities for interaction and skill practice. The text is divided into four sections. The first section is an overview of the ways in which conflict management techniques and concepts can and should be applied to improve management and performance. Next, the book deals specifically with internal business disputes. The third section of the book focuses on the management of external disputes with customers and within the supply-chain. The last part of the book addresses disputes between regulators and the regulated.
Relationship Marketing in Professional Services by
Relationship marketing is one of the most challenging marketing concepts of the decade. In a five-year 'fly on the wall' case study, Halinen explores the relationship between a Helsinki advertising agency and its international client.