Managing Key Clients

by Walker, Kevin; Denvir, Pauliff; Ferguson, Cliff

• ISBN13: 9780826447104
• ISBN10: 0826447104
• Format: Paperback
• Copyright: 2000-06-01
• Publisher: Thomson Learning

Summary

A companion book to 1998's highly acclaimed Creating New Clients by the same authors, this management handbook is aimed at professionals who wish to learn how to maximize revenue from their firm's key clients. The authors have over fifty years of management consulting experience between them in the UK, and they have distilled this experience into a logical, step-by-step process that has been shown to bring immediate benefits.

Table of Contents

Preface: Listening to Clients	vii
Acknowledgements	viii
Key Client Management Healthcheck	ix
Section 1: Setting the Scene
Finding the Motivation	3	(11)
Clients, Key Clients and Crown Jewels	14	(11)
Section 2: Developing the Relationship
Setting and Meeting Client Expectations	25	(13)
Marketing to Clients	38	(21)
Selling to Clients	59	(26)
Cross-selling to Clients	85	(10)
Section 3: Key Client Planning
Forming the Plan	95	(29)
Using Supporting Technology	124	(23)
Section 4: Issues for the Firm
Managing Key Client Relationships	147	(19)
Values and Characteristics in Key Client Management	166	(13)
Appendix: Key Client Management Healthcheck Analysis	179	(12)
Index	191