- How do we create an ‘all-for-one, one-for-all’ culture in which the whole is greater than the sum-of-the-parts and we succeed in leveraging our global network to deliver value to clients?"
- How do we mobilize the right people, resources, and ideas—across a multitude of organizational and geographic boundaries—into each and every client relationship?"
- How do we evolve from a trusted advisor to a trusted partner and build multi-year, institutional relationships?
All for One answers these questions with an innovative and comprehensive model for developing enduring, institutional client relationships—what Andrew Sobel refers to as Level 6 Trusted Client Partnerships. It offers readers ten specific strategies that are thoroughly supported by case studies, best practices from leading firms, and implementation tools. The individual professional is principally responsible for five of these strategies, while the firm—the institution—must support and drive the other five. When you successfully execute against all ten of these building blocks, you develop long-term, professional-client partnerships that provide great value to the client and high levels of personal satisfaction and profitability for the service provider.
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About the Author
Andrew Sobel is a leading authority on the skills and strategies for building enduring client relationships. He is the author of Making Rain and coauthor of Clients for Life, and his work has appeared in a variety of publications including the New York Times and the Harvard Business Review. As President of Andrew Sobel Advisors, he helps organizations build lifelong client partnerships. His clients range from major public companies to leading professional service firms. A former senior vice president at Gemini Consulting, he earned his MBA at Dartmouth's Tuck School. To learn more or contact Andrew directly, please visit www.AndrewSobel.com.
Table of Contents
Introduction: Transforming Your Client Relationships 1
PART I A Road Map for Building Trusted Client Partnerships
1 Reaching Level 6: Trusted Client Partner 13
2 Employing 10 Integrated Strategies 25
PART II The Five Individual Strategies
3 Strategy One: Becoming an Agenda Setter 35
4 Strategy Two: Developing Relationship Capital 59
5 Strategy Three: Engaging New Clients 85
6 Strategy Four: Institutionalizing Client Relationships 111
7 Strategy Five: Adding Multiple Layers of Value 131
PART III The Five Institutional Strategies
8 Strategy Six: Targeting the Right Clients 161
9 Strategy Seven: Building a Client Leadership Pipeline 173
10 Strategy Eight: Promoting Collaboration 199
11 Strategy Nine: Listening to Clients 237
12 Strategy Ten: Creating a Unique Client Experience 247
PART IV Frequently Asked Questions and Conclusion
13 Answers to the Most Commonly Asked Questions about Building Client Relationships 267
14 Conclusion 295
What People are Saying About This
All for One is thought provoking and actionable, making it avaluable roadmap for building trust and mutual benefit betweenclients and advisors.—Ralph W. Shrader, Chairman and Chief ExecutiveOfficer, Booz Allen Hamilton
In All for One, Andrew Sobel takes an important, further step indefining great client relationships by eloquently describing how tobuild trusted partnerships.—Sir Winfried Bischoff, Chairman, Citigroup
All for One is a goldmine of best practices. Five years’scrutiny of 50 major service-based relationships—combinedwith the author’s deep expertise on what makes service firmssuccessful—make Andrew Sobel’s guidance accessible,credible, and invaluable.—Edward E. Nusbaum, Chief Executive Officer, GrantThornton LLP