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Effective Client Management in Professional Services
How do firms become Client-centric? Effective Client Management in Professional Services is about putting the Client first, everywhere, in the activities of professional services firms. The book introduces The Client Management Model to enable firms to assess their level of Client orientation and relationship development. It also features The Client Management Index which enables firms to benchmark their result against their peers. Many firms are still developing and improving their commercial structures and approaches to attract, develop and retain Clients. Characteristically, professional services firms tend to lag their consumer goods and service industry counterparts in overall commercia...
Higgs Force
"Higgs Force cuenta la increíble historia del descubrimiento científico más importante de los últimos 50 años. Comienza con las ideas de los filósofos griegos hace más de dos mil años, y nos lleva a un viaje a través de muchos de los descubrimientos científicos más importantes de la historia antes de ponernos al día con el descubrimiento de la partícula de Higgs en julio de 2012."--P. [4] de cubierta.
Leading the Customer Experience
Leading the Customer Experience explores the relationship between leadership behaviour and exceptional service. Most organisation’s strategic aims and goals centre on the delivery of excellent service. Loyal customers not only keep buying from a company but also recommend the business to others. It is clear that managers and leaders throughout an organisation have a key influence on the experience that customers receive. How leaders behave has a direct impact on their team's motivation to go the extra mile to deliver excellent service for the customer. Sarah Cook’s vision for Leading the Customer Experience is to provide practical advice, tools and techniques for managers in how to effectively lead and motivate their team to deliver the best possible customer service. This book encapsulates her research on the behaviours of leaders who successfully create an environment where employees deliver exceptional service and she brings a pragmatic and business focused approach to the topic.
The Journey to a Personal Brand
Transitions in life are now a reality for everyone. This book takes you through the journey to create your own Personal Brand and take ownership of and address these transitions based on your values, career, skills, knowledge and aims. A Personal Brand is a positive in the reader’s life – professionally, personally and psychologically. It builds people’s confidence and is founded on who they are, their achievements and successes, as well as their technical and person-to-person skills. Drawing upon well-known Personal Brands, including Walt Disney, Nelson Mandela and Steve Jobs, The Journey to a Personal Brand forces readers to reevaluate themselves critically and honestly. Readers are guided through creating a distinctive brand from scratch through to launching it on digital media. This intensely practical guide is essential reading for the professional, the return-to-worker, the student and early retiree alike or those wishing to improve their life and bring added value to their careers, personal profile or reputation.
Being an Effective Construction Client
Being a client on a construction project can be incredibly complex and demanding but ultimately rewarding once your ambitions are fulfilled. This comprehensive ‘one stop shop’ will help you to achieve that magic combination of quality and efficiency, guiding you through the entire project lifecycle, from briefing to taking delivery and beyond. It will help you to better understand the project process, the client’s role within it and, critically, how to be successful and effective by advising you on; the key milestones in the project process and your legal responsibilities at each stage achieving cost-effectiveness, efficiency and meeting project timelines key client issues such as funding and investment straightforward best practice advice and how to avoid common problems insightful tips from clients reflecting on their experiences handy tools including a project route map, project decision checklist and diary of a development
Let's Get Real or Let's Not Play
The new way to transform a sales culture with clarity, authenticity, and emotional intelligence. Too often, the sales process is all about fear. Customers are afraid that they will be talked into making a mistake; salespeople dread being unable to close the deal and make their quotas. No one is happy. Mahan Khalsa and Randy Illig offer a better way. Salespeople, they argue, do best when they focus 100 percent on helping clients succeed. When customers are successful, both buyer and seller win. When they aren't, both lose. It's no longer sufficient to get clients to buy; a salesperson must also help the client reduce costs, increase revenues, and improve productivity, quality, and customer satisfaction. This book shares the unique FranklinCovey Sales Performance Group methodology that will help readers: · Start new business from scratch in a way both salespeople and clients can feel good about · Ask hard questions in a soft way · Close the deal by opening minds
The Seven Keys to Managing Strategic Accounts
Market-proven strategies to generate competitive advantage by identifying and always taking care of your best customers The Seven Keys to Managing Strategic Accounts provides decision makers with a proactive program for profitably managing their largest, most critical customers--their strategic accounts. Drawing on the expertise of S4 Consulting, Inc., a leading-edge provider of strategic account consulting, and Miller Heiman, a global sales training leader serving many Fortune 500companies, this how-to book shows how many of today's market leaders have learned to focus on their most profitable customers, avoiding or overcoming common errors before they become relationship-crippling disasters. Placing its total focus on the design and implementation of cost-effective strategic account management programs, this hands on book provides: A world-class competency model for strategic account managers Techniques for developing a program to manage and grow "co-destiny" relationships Examples and cases from Honeywell, 3M,and other leading corporations
