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OverviewFull Product DetailsAuthor: Susan Saltonstall DuncanPublisher: Globe Law and Business Ltd Imprint: Globe Law and Business Ltd ISBN: 9781787424708ISBN 10: 1787424707 Pages: 176 Publication Date: 16 February 2021 Audience: Professional and scholarly , Professional & Vocational Format: Paperback Publisher's Status: Active Availability: In Print  This item will be ordered in for you from one of our suppliers. Upon receipt, we will promptly dispatch it out to you. For in store availability, please contact us. Table of ContentsAcknowledgements 7 Part 1. Introduction 9 Part 2. The loyal client framework 11 I. ‘Loyalty’ as defined by clients 11 II. Clients as loyalists 17 III. The competitive landscape and how to stay differentiated 22 IV. The loyal client life cycle 27 V. Customer experience – going beyond exceptional service to earn loyalty 30 Part 3. A roadmap: getting started on the right foot with new clients 35 I. Building the foundation of being trustworthy and trusted 35 II. Understanding clients 39 III. Onboarding new clients – establishing mutual expectations and protocols 45 IV. Seeking client feedback and insights to improve long-term loyalty 49 Part 4. Developing loyal client relationships 55 I. From expert to trusted partner and business adviser55 II. Developing and nurturing long-term relationships 60 III. Maintaining and deepening client relationships remotely 65 IV. Addressing challenging or difficult clients 69 V. Client account management and key client teams 73 VI. Succession planning – retaining clients over the long term 84 Part 5. Earning loyalty through value, innovation and collaboration 89 I. Adding value for clients 89 II. Initiating innovation and aligning value 93 III. Client convergence and preferred provider panels 102 IV. Cross-serving clients (aka cross-selling) 106 V. The role of collaboration 116 VI. Committing to diversity to earn loyalty 120 Part 6. Interviews with industry leaders and innovators 125 I. Jeff Carr, former senior vice president and general counsel of Univar Solutions and FMC Technologies, and inventor of the ACES Model 125 II. Mark Chandler, executive vice president, chief legal officer and chief compliance officer, Cisco Systems, Inc 131 III. Vincent Cordo, former central legal operations officer and global sourcing officer, Shell Oil Co; now chief client development and relationship officer, Holland & Knight 138 IV. Christopher Marston, founder and CEO, Exemplar Companies 144 Part 7. Conclusion I. Healthy client roadmap: 25 tips to keep clients happy, satisfied and loyal 147 Part 8. Appendices Appendix I. Covenant with counsel 155 Appendix II. Guidelines and procedures for outside counsel 157 Appendix III. Steps to conducting effective client interviews 160 Appendix IV. Sample client relationship and feedback questions 165 Appendix V. American Bar Association Resolution 113 to help promote diversity in the legal profession survey 170 Appendix VI. Case study: Kristen Cook, associate general counsel, 7-Eleven, Inc and SEI Fuel Services, Inc; and winner of two ACC Value Champion Awards 171 Notes 173 About the author 175 About Globe Law and Business 176ReviewsBuilding Enduring Client Loyalty distills a host of best practices and insights that teach us that client loyalty is less about what clients give to us than what we give to them. -- Gary L Sasso Author InformationTab Content 6Author Website:Countries AvailableAll regions |
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