Below is an excerpt from my book Developing Knowledge-Based Client Relationships 2nd Edition from Chapter 6 on Enhancing Client Relationship Capabilities: Implementing Key Client Programs.
See links to details on my work as a strategy advisor on client relationship leadership and my keynotes and workshops on building exceptional client relationships.
Enhancing Client Relationship Capabilities
Every firm has a certain set of capabilities in developing high-value client relationships. All successful firms will have at least reasonable capabilities in this domain, even if this has not been an overt focus in their management activities. The issue, whatever the current state of those capabilities, is how to continually enhance them. As you saw in Chapter 1, doing quality work is not enough. At every level from the top end of the market down, differentiation will increasingly stem from how well firms manage their client relationships. What was good enough a few years ago is not good enough today, and what is good today will simply not be adequate a few years from now.