Effective Client Management in Professional Services

'Jack Berkovi has produced a first class book on effective client management with specific reference to professional services firms. The book is very well structured and easy to read, with clever use of pertinent case studies to amplify the points raised. In addition, the author has provided review questions at the end of each chapter as a way of helping the reader consolidate his/her knowledge. Finally, I believe that the book is a must read for partners and senior directors of such firms as it delivers a valuable framework for appreciating effective client management.' Georges Selim, Emeritus Professor and former Head of the Faculty of Management, Cass Business School, UK 'High quality practical guidance based on the insight gained through career-long reflection and learning is a rare resource. Jack Berkovi provides a structured approach to the processes essential for a properly managed function and this alone makes this a valuable publication. Even more importantly he adds genuine insight into the cultural and soft issues that effective managers need to understand.' Rob Melville, Cass Business School, UK 'This is a comprehensive handbook for anyone interested or engaged in this important area. Easy to read and intensely practical. It provides solid advice on what to do, supplemented with case studies which bring the theory to life. The thought starters, check lists and review questions are particularly helpful.' Jonathan Geldart, Executive Director - Markets Development (China), Grant Thornton International Ltd 'This is a timely, practical, and comprehensive guide for professional service providers, reminding us all that our overriding obsession should be with understanding our clients, meeting their needs, caring about their success, and exceeding their expectations.' Richard Susskind, OBE, author of Tomorrow's Lawyers 'In an increasingly disrupted and competitive market, keeping their promises to clients can be a significant enterprise risk for professional firms. Through exploration of his Client Management Model TM Jack Berkovi provides a comprehensive blue print for firms to audit, then sharpen their client care activities, to achieve improved and sustainable revenue streams from key clients.' Paul Lemon, CEO, Managing Partners' Forum and Professional Marketing Forum 'Jack Berkovi's passion for effective client management comes through strongly in this book. An insightful and enjoyable read.' Paul English, Global Head - Marketing and Communications, Grant Thornton International Ltd 'In short, it is an excellent book - packed with good advice and practical templates which are crafted into one elegant 12-stage Client Management Model (TM) which is designed to create a client-centric culture (as opposed to an internally focused practice or fee-earning) mind set... The fact that the author devotes so much time to addressing all aspects of marketing and business development into the client management process demonstrates his commitment to integration. ... It will be essential reading for anyone looking to implement or improve their client relationship management strategies and processes.' Kim Tasso, RedStarKim Ltd