By Parviz F Rad

ISBN-10: 142377356X

ISBN-13: 9781423773566

ISBN-10: 1932159037

ISBN-13: 9781932159035

This can be an in-depth consultant describes the best way to construct high-performance digital undertaking groups, exhibits the right way to decrease the price of digital groups and comprises instruments and strategies for assessing the adulthood of undertaking groups.

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For the professional, competition is now a fact of life. Clients understand that there are many qualified professionals in each discipline—that they have a choice. It falls to the lawyer and the accountant to attempt to influence that choice—to demonstrate a firm’s capabilities as better than those of the competitors’. In other words, to market better. WHAT A CLIENT REALLY WANTS 17 • Sophisticated clients know the difference between marketing promises and professional services delivery. While clients have always enjoyed the fuzzy warmth of client relations, today’s client wants—needs—more service and solutions to go with that warmth.

The call might lead to a meeting. If the prospect’s problem or needs have materialized, then you can immediately call him or her a hot prospect, and you can address the problem. If the problem isn’t imminent, then you move the prospect into the next category—I’m here when you need me. • The “I’m here when you need me” prospect. This is the prospect who doesn’t need you now, but will sometime in the future. Pursuing this prospect requires low—but consistent—maintenance. A periodic mailing of clippings, articles, reprints, and advisories helps—the steady stream of material that keeps prospects aware of your knowledge of their problems and your interest in serving them.

You will lose those clients to a firm that can satisfy them. Client satisfaction can drive client retention and 26 CLIENTS—WHO THEY ARE AND HOW TO FIND THEM future client acquisitions, and obviously has an impact on client profitability. Client satisfaction measures tell you how well the firm is doing with its target markets. Client satisfaction forms the basis of the other core measurements. Firms have been measuring client satisfaction for some 20 years now. While we talk of measurement in Chapter 16, it should be noted here that client satisfaction is dynamic—it can change like the weather, which is why it should be measured and addressed frequently, and adjustments made as measurement indicates.

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Achieving Project Management Success Using Virtual Teams by Parviz F Rad


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