Do you really put your clients' needs first?
This is an important question to ask and one which many professional services firms fail to address. In such a competitive landscape, the importance of being client centric cannot be overestimated.
How can you create a client relationship programme that delivers results?
Having designed and implemented key relationship programmes in accounting, law and consulting firms, author Robert Pay is an expert in the field.
With detailed appendences providing action plans, self-diagnostics and questionnaires, you will have all you need to implement a winning client management plan in your firm.
This step-by-step guide will help you to:
- Manage a portfolio of major client relationships on a firm-wide or practice area basis;
- Mobilise client teams;
- Gain buy-in and address the largely cultural issues that reduce chances of success;
- Analyse relationships for growth potential, and select the most suitable relationships to include in your programme; and
- Build profitable and sustainable relationships
Some reviews of Designing a Key Relationship Program: Building Strong Client Relationships
"Having led a practice and firm and been a client, I welcome this guide to better align lawyers with their major clients."
Keith Clark, former Senior Partner, Clifford Chance and former International General Counsel Morgan Stanley, Europe
"An effective key client program is indispensable for professional service firms of all sizes. This book is a comprehensive guide to designing or improving such a program."
Laurie Robertson, Global Director of BD, Marketing & Communications, Baker & McKenzie Global Services
Chapter 1: Does your firm need a key relationship program?
Chapter 2: Designing your program – Getting started and process overview
Chapter 3: Designing your program – Scope
Chapter 4: Designing your program: People – Roles, responsibilities, and skills
Chapter 5: Designing your program – Processes, policies, and documentation
Chapter 6: Designing your program – Relationship metrics
Chapter 7: Relationship management in action – Setting objectives
Chapter 8: Relationship building in action – On assignment
Chapter 9: Relationship building in action – Off assignmentKey contents