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Vol 21 No 9 Sept/Oct 2016

Book of the Month

Cover of Goode on Commercial Law

Goode on Commercial Law

Edited by: Ewan McKendrick
Price: £170.00

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Designing a Key Relationship Program: Building Strong Client Relationships

ISBN13: 9781783581870
Published: April 2015
Publisher: Ark Group
Country of Publication: UK
Format: Paperback
Price: £245.00

Despatched in 4 to 6 days.

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

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