Home >
Law >
Legal Profession >
Designing a Key Relationship Program: Building Strong Client Relationships

Designing a Key Relationship Program: Building Strong Client Relationships

Author: Robert Pay
Publisher: Ark Group
ISBN: 9781783581870
Published In: April 2015
Format: Paperback
Jurisdiction: U.K. ? Disclaimer:
Countri(es) stated herein are used as reference only

HKD 3,258.50

Download Order Form

Add to Wishlist
| Add to Compare

Description
Contents

Details

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

Chapter 1: Does your firm need a key relationship program?

Key relationship program: A definition1

Relationship management approach ≠ selling

Reasons to implement a key relationship program

Evidence for success of the KRP concept

Client relationships: Personal or partnership asset?

Where is your firm?

Key relationship management self-diagnostic

What your score means

Chapter 2: Designing your program – Getting started and process overview

Preconditions for successful adoption of a KRP

Setting the program objectives

Relationship program design team

Launching the concept

Relationship management program readiness survey

Barriers to key relationship programs

Chapter 3: Designing your program – Scope

Criteria for inclusion

Specific criteria for inclusion

Developing specific criteria

Chapter 4: Designing your program: People – Roles, responsibilities, and skills

Client relationship teams

Contents

Client team structure and overview

Team selection and metrics

Client team performance metrics and rewards

Steering group composition and role

Building client relationship skills

Appendix 1: Involvement of C-suite personnel

Appendix 2: Sample client team job descriptions

Chapter 5: Designing your program – Processes, policies, and documentation

An approach

Designing a relationship planning process

Relationship action planning

Technology: Policies and guidelines to support your KRP

One firm, one client code!

The near future

Appendix 1: Salesforce – Key relationship program contact management guidelines

Chapter 6: Designing your program – Relationship metrics

Quantitative measures of a relationship

Qualitative dimensions of a relationship

Client metrics: Service and relationship reviews

The value of the client voice in action

Chapter 7: Relationship management in action – Setting objectives

The relationship action planning process

Step one: Analyzing the client’s business

Step two: Mapping the relationship

Planning to compete

Step three: Identifying and qualifying opportunities

Step four: Developing relationship objectives

Documentation: Specification for a relationship action plan format

Appendix 1: Guidelines for facilitating a relationship planning meeting and using the relationship action plan template

Part 1: Preparing for a relationship planning meeting

Part two: Using the relationship action plan template

Chapter 8: Relationship building in action – On assignment

Client relationships: Value, service, and cost

Relationship building activities: A practical guide

Relationship management approach

Appendix: Note on qualities for a secondee

Designing a Key Relationship Program: Building strong, sustainable client and referral relationships

Chapter 9: Relationship building in action – Off assignment

Relationship building away from the day-to-day work

Firm initiatives and the client team

Contributing to client objectives

Helping individuals off the job

Conclusion

Appendix: A client team leader’s guide to social media

Browse Books

Designing a Key Relationship Program: Building Strong Client Relationships

Free delivery Hong Kong?

Details

You may also be interested in these books:

What Our Customers Say?

Browse Books

Designing a Key Relationship Program: Building Strong Client Relationships

Free delivery Hong Kong?

Details

You may also be interested in these books:

What Our Customers Say?

video title