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"The authors have captured the changing role of professional services marketing and firm management. There is valuable insight [in this] down-to-earth guide to competing successfully in the new environment."
David Maister, author and consultant
"The book is a masterpiece! Aquila and Marcus have produced the essential guide for managing a professional services firm. They’ve marshaled their considerable real-life experiences and far-reaching vision into a veritable operating manual for the successful firm."
Rick Telberg, Editor at Large, American Institute of Certified Public Accountants
"At its heart, this book is the running shoe for legal and accounting professionals who want to put the client first. Following the evolution of the industry over the past twenty-five years, this must-have for every professional services firm is the key to leading in the turbulent and highly competitive waters ahead."
Richard S. Levick, Esq., President, Levick Strategic Communications, LLC
coauthor, Stop the Presses: The Litigation PR Desk Reference
"Client selection and retention is one of the critical success factors for a professional services firm, and Aquila and Marcus do a masterful job at educating us on the necessary ingredients of each. The chapters on firm governance and paying for performance are thought provoking and certainly challenging to the conventional wisdom. If you want a better understanding of marketing and leading a professional firm in these turbulent times, this book is essential."
Ronald J. Baker, author, Professional’s Guide to Value Pricing and The Firm of the Future
"Client at the Core is a commonsense approach to keeping your professional services firm relevant in the twenty-first century’s client-driven economy. Aquila and Marcus have hit a home run with their insightful analysis and poignant prose."
Jeffrey S. Pawlow, Managing Shareholder, The Growth Partnership, Inc.
PART I: Professions and Professionals in Turmoil.
1. If Something Can Change, It Will
Strategic Factors in a New Environment.
PART II: Clients—Who They Are and How to Find Them.
2. What a Client Really Wants
Listening to the Client for Fun and Profit.
3. Are We a Client-centric Firm Yet?
Organizing to Meet Client Needs.
4. Now, Here’s My Plan . . .
Defining the Right Client for You.
PART III: Making Your Vision a Reality.
5. I Can See Your Future from Here
Vision? A Working Tool?
6. Seizing Those Opportunities
Making the Vision a Reality.
7. Making Marketing a Nice Word
Building a Client-centric Marketing Culture.
8. It’s the End Game that Counts
Contact—Turning the Prospect into a Client.
PART IV: Marketing Tools and How to Use Them.
9. Hang High the Rafters, Carpenter
The Tools of Marketing that Build the Marketing Program.
PART V: Managing the Client-centric Firm.
10. Turning Recipes into Cakes
Managing for Results.
11. Who’s at the Helm and Who’s on the Bridge
Firm Governace and Structure.
12. Holding a Handful of Mercury
Managing the Knowledge Worker for the One-Firm Firm.
13. For Love or Money—or Both
Paying for Performance.
14. Didn’t We Tell You What We’re Doing?
Internal Communications—Let Me Count the Ways.
PART VI: Economics in the Client-centric Firm.
15. A Farthing for Your Goat
Pricing in a Client-centric Firm.
16. What Did I Get for My Money?
Measuring the Marketing ROI.
17. Cash Is King
What’s the Lifetime Value of Your Clients and the Financial Health of Your Firm?
PART VII: What Will We Do Tomorrow?
18. The Future for Professional Services
Are We There Yet?
Appendix A: The Balanced Scorecard.
The Balanced Scorecard—Financial Measures.
The Balanced Scorecard—Client Measures.
The Balanced Scorecard—Internal Business Process Measures.
The Balanced Scorecard—Marketing Measures.
The Balanced Scorecard—Employee Growth and the Learning Measures.
Appendix B: Managing the Knowledge Worker.
Take the Pulse of Your Staff.
Career Advancement Opportunities.
Appendix C: Pricing in a Client-centric Firm.
Analyzing Price Sensitivity.
Appendix D: Accounting and Law Firm Benchmarks.
Accounting Firm Benchmarks.
Bibliography and References.
Posted June 11, 2005
August Aquila and Bruce Marcus reward readers of Client at the Core with an imaginative map for the perilous journey through the twists and turns of marketing and managing today's professional services firm. It is creative and thorough.Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.
Posted August 21, 2004
In the evolution of marketing thinking over the past two decades, Clients At The Core is an essential blueprint to helping us all take the next steps. This is a well-written book that uses plain language to convey practical, well thought-out ideas. It is your gift in having these two authors (Aquila and Marcus) come together to share their insights. So get your favorite colored highlighter, read this book with an eye toward learning from the masters, and you will see what I'm talking about.Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.