Effective client management in professional services : how to build successful client relationships / Jack Berkovi.

Includes bibliographical references (pages 337-338) and index.

Orientation : developing a culture of client orientation -- Buyers : how clients buy professional services -- Portfolio : managing the client portfolio -- Satisfaction : client satisfaction and loyalty -- Care : effective client care -- Brand : brand, differentiation and positioning and their impact on clients -- Reputation : gaining reputation with clients -- Relationships : client relationship development -- Development : establishing an effective client business development programme -- Attraction : attracting new clients -- Proposals : developing winning client proposals -- Innovation : innovations that impact clients -- The impact on clients of mergers among firms -- The way ahead for clients of professional services firms -- The client management profile and the client management index.