Jack Berkovi graduated in Mechanical Engineering from City University London in 1969 and started his career as a Project Engineer/Manager with Procter & Gamble. He soon moved into the commercial world of marketing industrial consumables with 3M and Norton International and then marketing and business development consultancy. With over 25 years in dealing with clients in professional services firms, he decided on retirement to write a book on how to develop client relationships.
The rationale for this book, Effective Client Management in Professional Services, centres around putting the Client first, everywhere, in the activities of professional services firms. It introduces the Client Management Model™, an assessment process created by the author, to enable firms to determine their level of Client orientation and relationship development. It is evident from the author’s recent Client Care Survey that for Client management to be successful, it is necessary to ensure that a number of key elements, supported by effective behaviours and processes, are in place. It is also generally accepted that characteristically professional services firms rank behind their consumer and service sector counterparts when it comes to marketing, sales (business development), service and employee engagement. Also, although professional services firms have audit processes, tax procedures and legal frameworks, many do not apply this structured approach to marketing their firm and managing their Clients. It would seem logical to have in place processes for marketing, business development and Client service.
Clients expect to be looked after by their suppliers; professional services firms aim to become their Clients’ trusted advisers. This book shows how putting the Client rather than services first can yield improved results in terms of stronger Client relationships. It stresses the importance of having highly engaged employees and applying best marketing and business development practices in a highly competitive and dynamic marketplace. Attention to these factors provides opportunities for any professional services firm to develop and grow in new, profitable directions. Readers are encouraged to complete a Client Management Review as they finish each chapter and later, through a diagnostic tool, to create their own Client Management Profile™. In collaboration with the author, this data can also used to update the Client Management Index™ to enable benchmarking against other firms.
The 376 page hardback is available from Gower Publishing at a special Alumni Network rate of 35% off the listed price when using the code G14JBS35.